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Standard User dmarchant
(newbie) Mon 23-Apr-12 20:27:57
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Who do I complain to when ISP Customer Service fails


[link to this post]
 
I had been with Demon Internet since 2003 but chose recently to switch to Plusnet to take up FTTC. I got a MAC Code from Demon within 20 minutes of asking and the switchover took place a few weeks later in Jan 2012. However, Demon continued to take payments by Direct Debit after the termination date. I have called the several times (not easy when their customer service hours are limited) and they acknowledge their fault and have even issued me a Credit Invoice. However, despite asking on at least four occassions, I cannot get them to send me a cheque for the balance. They say they have sent it and referred it to their accounts department (which is even harder to get hold of) but no sign of the refund 4 months later.
Standard User RobertoS
(sensei) Tue 24-Apr-12 01:05:39
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Re: Who do I complain to when ISP Customer Service fails


[re: dmarchant] [link to this post]
 
Contact your Bank. You will need to convince them these payments should not have been taken. They should then be able to reverse them.

If that works, but not if it doesn't, tell them you wish to rescind the D/D authority for Demon, and that Demon are not to be allowed to recreate it.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Standard User uno
(fountain of knowledge) Tue 24-Apr-12 01:15:12
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Re: Who do I complain to when ISP Customer Service fails


[re: dmarchant] [link to this post]
 
If they are failing to resolve your complaint, and due to the length of time you are waiting, consider raising a complaint with their ADR.

The ADR can force them to pay you any monies due and in certain circumstances, compensation.

You can do this here.

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host


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Standard User RobertoS
(sensei) Tue 24-Apr-12 02:02:36
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Re: Who do I complain to when ISP Customer Service fails


[re: uno] [link to this post]
 
Surely you need a "deadlock" letter first? But I agree it may be the route to go.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Standard User uno
(fountain of knowledge) Tue 24-Apr-12 02:03:51
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Re: Who do I complain to when ISP Customer Service fails


[re: RobertoS] [link to this post]
 
No, if they've not resolved the issue within 8 weeks you can also go straight to them.

A deadlock letter can be issued within that time if the company cannot (or will not) resolve the issue which means you can go to the ADR within the 8 week period.

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
Standard User JohnR
(eat-sleep-adslguide) Tue 24-Apr-12 11:30:48
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Re: Who do I complain to when ISP Customer Service fails


[re: dmarchant] [link to this post]
 
Just contact bank and get a DD indemnity actioned for the debits...

A bit of advice for the future..

Any time you cancel a service that is paid via a DD. Contact the bank and cancel the agreement....

NEVER EVER RELY ON THE COMPANY TO DO IT........

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Administrator MrSaffron
(staff) Tue 24-Apr-12 12:53:23
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Re: Who do I complain to when ISP Customer Service fails


[re: dmarchant] [link to this post]
 
There may have been some money outstanding, e.g. the 30 day notice period most contracts have.

Once you are 100% sure that has been taken, safest option is to cancel the direct debit. Most providers provide a closing statement too.

Sounds like Demon has not noticed that you left. As others have said make use of the Direct Debit Guarantee to get your money back in the first instance.

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User dmarchant
(newbie) Tue 24-Apr-12 13:37:23
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Re: Who do I complain to when ISP Customer Service fails


[re: MrSaffron] [link to this post]
 
Thank you for all the suggestions. I probably didn't give enough detail in that they issued a MAC Code and took only one additional monthly payment after the transfer happened. The dates did not allow for the DD to be stopped prior to the switch and I think they would have continued to take payments had I not phoned and complained at the outset. The credit is for a bit more than the final DD to align with the transfer date.

The issue has been trying to get that extra payment credited. Every time I phone, they acknowledge they are in the wrong, they have the correct termination date, they have issued a credit invoice, but neglected to issue a cheque. I have tried once more today and been promised it would be escalated. However, I just wished to warn folks that these things can drag on for months when they shouldn't.
Standard User JohnR
(eat-sleep-adslguide) Tue 24-Apr-12 14:45:13
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Re: Who do I complain to when ISP Customer Service fails


[re: dmarchant] [link to this post]
 
In reply to a post by dmarchant:
However, I just wished to warn folks that these things can drag on for months when they shouldn't.


True, but as someone who works in a dispute's department.... I know just how retailer's can spin these out so that any timescales lapse. All because people fail to take a stand and sort it out by other means....

Banks get slated for ripping people off, yet here there is something they can do to assist. Yet you seem reluctant to take it forward and resolve the issue, in a simple timely manner.

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Standard User dmarchant
(newbie) Tue 24-Apr-12 14:59:03
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Re: Who do I complain to when ISP Customer Service fails


[re: JohnR] [link to this post]
 
It is now reported to the Ombudsman Services to see what they can do.

Other than phone the ISP Customer Services every 10 days or so (which is what I have been doing), and receiving assurances that my credit was being dealt with, I am not sure how that could be termed reluctance.
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