Cyfrin,
Well I certainly agree that the responses are ridiculous. I could clearly understand what you were wanting from FN and why, just from the information given in this blog.
Here is my personal point of view, WITHOUT PREJUIDICE:
" cancelled your account with out your having to use our contractual method"
A contract existed between you and FN; you pay money, they provide a service. When they fail to provide the service the contract is breached and they are duty bound to compensate. FN seems to think the contract is one sided and that you must adhere to contractual obligations when they don't.
"we don’t offer compensation, especially when you leave us, and then expect compensation, as we are not in the position to give money to customers through no or very little fault of our own."
GOSH!!! Why not? However the problem occurred is irrelevant. They failed to provide the service. Regardless of whose fault it was (it certainly wasn't yours) the contract is between you and FN. If any third party cause a problem for FN that is not an issue that you need be concerned with. It is a rather cavalier attitude towards the law that they say they will only provide compensation if you remain a customer with them! Apart from that they seem to even admit some direct responsibility. As I understand it, you left FN because THEY failed to honour the contract by failing to provide a reasonable service and this resulted in further costs to you.
"I would like to remind you that no other company would have a CEO spend so much time dealing with such issues, thats why they have customer helplines."
A well run company wouldn't need the CEO to be doing all this. Are you supposed to feel honoured that someone with such status is giving you the time of day - while failing to address any real issues.
"i cannot offer you an explanation of what happened, as we do not know ourselves and you never allowed us the chance to work with BT to resolve it."
OK, so FN doesn’t know what’s wrong. You don't really need to know either; you just need to be compensated. Leave BT out of it, if FN has a problem with BT then that is THEIR problem. They still need to provide the service that you pay them to provide.
"You are not the first person who suddenly fail mac transfer and then have BT come to the rescue."
????? eh?? You are also not the first person to have problems with trying to get information from FN!!!
"i cannot unfortunately spend any more time than what i did at an earlier stage to refund and cancel your account last week."
I am sure he would if you took FN to the Small Claims Court.
"I cannot offer you any more than what i did, which is
1 Refund 2 months credits onto your bill
2 Cancel your account outside of our agreement, and regulationary requirements.
3 Give you a mac code."
Which is much less than what he is legally obliged to do under such circumstances.
As regards keeping you son’s credit card details on record for far longer than necessary is surely a breach of the Data Protection Act. It would be worthwhile getting the the Data Commissioner to look into this, especially since their helpline staff don't know how to deal with DPA enquiries. Also taking that money without permission from the card holder is quite a serious criminal offence. As I say, a cavalier attitude.
"i am not willing to waste silly amounts of time talking over and over again with what is in the past."
Well don't!! Just pay the compensation. What about the "silly" amount of time you have spent on it. Sounds very condescending. If I don't get my last two months refunded within the very near future I'll just take legal action against the company and not bother getting into discussions with the CEO who clearly thinks that customers should feel humbled that the CEO has personally said sorry!!! We don't work for him, he is supposed to work for the customer.