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Fast4 asking for monthly payments. Just one little problem...

tghe-retford

Top Member
...I left them about two months ago. I asked for a MAC code, paid up what was left and thought that would be the end of that. Been with Be broadband since. However, this little thing came up in my email:
Dear Customer,

We are contacting you with regards to your Internet Access Package
reference [redacted - confidential].

Today, we tried to process your monthly subscription charge for using our
services, but we were unsuccessful. We need to receive immediate payment.
Please contact us via one of the following methods: 1. Logging into my
account at https://secure.breathebilling.com/myacc.asp?a_code=SM. This
will automatically display a one-off payment screen where you can use a
credit card to clear the debit. 2. Call our Customer Services help desk on
0871 424 0102 as soon as possible to make a payment. Please note, calls
are charged at national rates. We are hopeful that this was an oversight
and that the situation will be resolved shortly. Please ensure your
payment details are correct to prevent this from happening in the future.
Please contact us as soon as possible so we can continue our service to
you.

Yours sincerely,
Fast4 Internet Customer Services...
I clicked the link out of curiosity and I could still access my account, but it says there are no payments due, but the account is still active with "No 0808 Access". And nothing came up asking for a one off payment either (not that I would, considering that I am no longer a customer and I owe nothing).

Is it an administrative cock-up or may it be something else? Considering the experiences of other customers when it comes to billing and the nightmare I had with a major energy company in the past (three made up bills in three months and immediate threats by bailiffs) I don't want to take a chance.
 

akbray

ULTIMATE Member
Same advice as always:

Always use email - it means you can prove you have contacted them

Always keep copies of all correspondence, especially anything to do with your original cancellation / MAC code request. Email them immediately pointing out their error.

A few screenshots of your acounts page might help, before they disappear

If you mail them anything, use recorded mail and keep the reciepts

Don't be bullied, but do be polite.
 

tghe-retford

Top Member
Turns out that someone who was a Redten customer got the same email on the Money Saving Expert forums. The only difference was the name "Breathe" instead of "Fast4" in their email. I'm starting to think it is more of an administrative blunder (wouldn't be the first time).
 

Mark.J

Administrator
Staff member
ISPreview Team
Have you managed to contact them about it?
 

Captain_Cretin

ULTIMATE Member
Sounds like a phishing attack to me, does the phone number given in the letter match any given on the company website??
And if it is for Fast, why is the web address "breathebilling"??
 

Kits

Super Moderator
Staff member
ISPreview Team
Sounds like a phishing attack to me, does the phone number given in the letter match any given on the company website??
And if it is for Fast, why is the web address "breathebilling"??
Fast4 was bought by Breathe
 

akbray

ULTIMATE Member
Sounds like their having a purge of accounts in arrears, and their billing and cancellation systems aren't talking to each other properly.
 

tghe-retford

Top Member
Yep, as I thought, it was a administrative error:
Fast4 Customer Services said:
Hi i do apologise for this and this was sent to you in error i have since corrected this and you wil not receive any further payment requests
 
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