berneami
0
I was mis-sold an internet package by a sales agent at Carphone Warehouse, and I've been complaining to POP Telecom since early January, but they keep giving me the runaround, always changing their story and never calling me back when they say they will. I've asked them multiple times to end the contract, and have requested that they refund my money.
After over 3 months of trying to resolve this dispute, they are still debiting money from my bank account each month, even though I've asked them several times to stop until this dispute is resolved. They claim their automated system can only stop the direct debit if I cancel the contract and pay an early termination fee of >£200; but if I terminate the contract, they say they can no longer investigate my claim for a refund. They say if I cancel the direct debit myself while the account is still open, they will report it as delinquent to a collection agency. Following months of dealing with obtuse and misinformed customer service reps and technical support agents, I sent a stern email to them yesterday, explaining that if they didn't cease debiting my bank account without my permission immediately, and if they don't resolve my dispute right away to my satisfaction, I am going to sue them in court.
I received a voice message today from a customer service rep, and when I got him on the line, he said the only reason he'd reached out was to ask if they could look into whether they might be able to resolve some technical issues they'd been having, so that maybe they could possibly get me the download speeds that I was expecting. I cut him off to say that I had already stated very clearly what it is that I want, which is to completely terminate our business relationship. His response was: "So, no service at all?"
Naturally, he was not authorised to grant me anything that I'd actually requested, but he promised to have someone look into it, and that he would call me back! I said that I was going to follow through with my threat to sue, and ended the conversation.
They have established a pattern of constantly promising to fix the situation, and then never following through. Their own customer service rep agreed that I was mis-sold, but they still claim it's me who owes them money, not the other way around. I have all documentation and a string of emails to and from them as a record of the dispute. It doesn't matter what I say or do, they refuse to resolve the issue and continue to take my money.
After over 3 months of trying to resolve this dispute, they are still debiting money from my bank account each month, even though I've asked them several times to stop until this dispute is resolved. They claim their automated system can only stop the direct debit if I cancel the contract and pay an early termination fee of >£200; but if I terminate the contract, they say they can no longer investigate my claim for a refund. They say if I cancel the direct debit myself while the account is still open, they will report it as delinquent to a collection agency. Following months of dealing with obtuse and misinformed customer service reps and technical support agents, I sent a stern email to them yesterday, explaining that if they didn't cease debiting my bank account without my permission immediately, and if they don't resolve my dispute right away to my satisfaction, I am going to sue them in court.
I received a voice message today from a customer service rep, and when I got him on the line, he said the only reason he'd reached out was to ask if they could look into whether they might be able to resolve some technical issues they'd been having, so that maybe they could possibly get me the download speeds that I was expecting. I cut him off to say that I had already stated very clearly what it is that I want, which is to completely terminate our business relationship. His response was: "So, no service at all?"
Naturally, he was not authorised to grant me anything that I'd actually requested, but he promised to have someone look into it, and that he would call me back! I said that I was going to follow through with my threat to sue, and ended the conversation.
They have established a pattern of constantly promising to fix the situation, and then never following through. Their own customer service rep agreed that I was mis-sold, but they still claim it's me who owes them money, not the other way around. I have all documentation and a string of emails to and from them as a record of the dispute. It doesn't matter what I say or do, they refuse to resolve the issue and continue to take my money.