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Supanet, slamming and demanding money

gusgorman

Member
Hi,

My mother was recently slammed by Supanet. She was tricked on the phone into thinking she was upgrading her BT service and had no idea she was talking to a different ISP. When she received a text from them mentioning "Supanet" she contacted me and I realised what had happened.

She then contacted BT (the day after the initial call with Supanet) who cancelled the switch. So she is still on BT and never had any service from Supanet whatsover.

Now they are demanding a £40 cancellation fee, and of course she is now getting letters from Quick Collect.

She has written to both Supanet and Quick Collect telling them she cancelled well within the cooling off period which was her legal right, and therefore owes them nothing. But of course Quick Collect have continued to send her letters and the latest one threatens court action with to recover the debt, costs and interest etc.

Its only £40, but I don't think she should pay. Whats the best thing to do next?

many thanks
 

Mark.J

Administrator
Staff member
ISPreview Team
Firstly, there's zero chance they'd actually take her to court over £40, especially if all this took place within the cooling off period as they simply wouldn't win such a case and it would cost them more to even attempt it.

I would start by reporting the case to Ofcom as SLAMMING is against their rules. After that you could try requesting a DEADLOCK letter from them in order to allow the ombudsman (https://www.ombudsman-services.org/providers/supanet-limited) to take over the complaint at no cost to her, although they'll probably refuse but you can just keep the complaint open for 8 weeks and then go direct to the ombudsman anyway (my bet is they'll settle it before then because going the ADR/ombudsman route costs ISPs hundreds of pounds, whether they win or lose a case).

See here for some help with ombudsman/ADR providers:

We actually don't list Supanet on this site (except for reviews) precisely because of their long history with the poor treatment of customers.
 

gusgorman

Member
Firstly, there's zero chance they'd actually take her to court over £40, especially if all this took place within the cooling off period as they simply wouldn't win such a case and it would cost them more to even attempt it.

I would start by reporting the case to Ofcom as SLAMMING is against their rules. After that you could try requesting a DEADLOCK letter from them in order to allow the ombudsman (https://www.ombudsman-services.org/providers/supanet-limited) to take over the complaint at no cost to her, although they'll probably refuse but you can just keep the complaint open for 8 weeks and then go direct to the ombudsman anyway (my bet is they'll settle it before then because going the ADR/ombudsman route costs ISPs hundreds of pounds, whether they win or lose a case).

See here for some help with ombudsman/ADR providers:

We actually don't list Supanet on this site (except for reviews) precisely because of their long history with the poor treatment of customers.
Great. Thanks for that, much appreciated!
I've forwarded that advice to her and she is going to follow it.
 

Mel

ULTIMATE Member
Definitely follow Mark's excellent advice, report them for slamming and go down the ADR ombudsman route, since that will cost them money :)

Their continued letters might also amount to harassment. I could well be wrong, but I think once told in writing that the debt is in dispute and to stop contacting you, they then either have to pursue it via the court, or drop it and are not allowed to just keep sending endless demands for payment.

See: https://www.citizensadvice.org.uk/d...ur-creditor-can-take/harassment-by-creditors/
 

gusgorman

Member
Firstly, I hope you are all well and safe during the current difficult times...

There has been some progress here, after writing to them to request a deadlock letter, my Mum has just recieved a letter from Supanet that reads as follows (and is obviously not a deadlock letter, but anyway.....):

"Thank you for writing to our complaints team. I am sorry to hear of your dissatisfaction with the company.

As a gesture of goodwill i would like to remove all charges from the account to resolve your complaint in full. Please confirm your acceptance and i will credit the £40.00 balance - Supanet Complaints team"
Does she actually need to confirm her acceptance? They have broken the law and they know it, why should she have to do anything? I only ask because I just don't trust them :)
 

Mark.J

Administrator
Staff member
ISPreview Team
They basically want it confirmed in writing (this is akin to saying that you're not going to pursue the complaint to ADR), otherwise there's little point in them dropping the demand as they'd have to fight their position anyway. Since you've got the intended result then a short letter to say that she confirms should suffice (y) :)
 

gusgorman

Member
They basically want it confirmed in writing (this is akin to saying that you're not going to pursue the complaint to ADR), otherwise there's little point in them dropping the demand as they'd have to fight their position anyway. Since you've got the intended result then a short letter to say that she confirms should suffice (y) :)
Cool, thankyou! Have a good weekend.
 

Mark.J

Administrator
Staff member
ISPreview Team
Oh and keep a copy of all this in writting and don't throw it away. This is a company that tends to come back after a few years and forget past situations, so it's wise to keep records.
 
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