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Thinking of using tesco.net? read this first!

Eight months after applying for Tesco broadband they are threatening me with legal action for money they admit I do not owe!

This is despite cancelling my application on their advice after they are unable to say if they can provide me with any service.

31/10/04
I apply for Tesco broadband, setting up a direct debit and providing debit card details.

22/11/04
tesco.net send me an email stating:
BT has still not been able to confirm when they are planning to install additional broadband capacity.

We'll continue to progress with your application and we will contact you within the another 7 days with further information from BT, however, you may feel the delay is too long and that you'd like to cancel your Tesco broadband application. If you choose to cancel your application at this stage you won't be charged a cancellation fee.

You can cancel your application by sending an email to cancellations@tesco.net.
As I was led to believe that I would only have to wait up to ten days I decide to cancel the application and try another broadband provider.
I phone 0845 650 8000 several times over several hours, but the line is always engaged.
I send several emails to cancellations@tesco.net (as per their email) to cancel my application, all of which are returned as undeliverable!
I then send an email to support@tesco.net to cancel my application.

Over the next few days I continue to phone Tesco to cancel but am unable to speak to anyone.
I even try phoning Tesco head office - I was asked for my details and was assured someone would phone me back. The call was not returned.

25/11/04
As I have been unable to cancel my account by email or telephone I cancel my direct debit and ask my bank to cancel my debit card. I send Tesco.net a letter (by recorded mail) to cancel, as per their terms and conditions, which state:
You can inform us that you wish to cancel this agreement at any time by writing to us at:
Tesco
Online House
The Avenue
Cleppa Park
Coedkernew
Newport
NP10 8UG

- If you cancel your order before your activation date has been given there will be no cancellation charge.
I continue to phone tesco.net customer services to confirm my application has been cancelled, but each time I either can’t get through, or am told conflicting information.

At this point I try to get broadband with virgin.net. I enter my phone number and postcode and get the following message:
“You’re able to receive Virgin.net Broadband, but it looks like you already have a broadband service on your line.”
Tesco did not cancelled the application, but went ahead and activated an account.

06/12/04 Monday 6.50pm
I spoke to Tamba (ext 8234) from the London call centre who says the account has not been cancelled but that he would do it now.

19/12/04 Sunday 5.35pm
I speak to Gethin (ext 2802) from the South Wales call centre, who tells me the account was activated on 13/12/04, he says that it is impossible to cancel by telephone, "Tesco ignore letters", and that "only senior management can cancel an account".

19/12/04 Sunday 7.18pm
I speak to Mohibur (London) who says "I can cancel your account, but you will be charged £70."

20/12/04
I receive the following email from Tesco.net:
Thank you for the e-mail regarding canceling your account.

Due to the Data Protection Act I am unable to cancel your account without confirmation of your security word (normally your mothers maiden name),
unfortunately I cannot accept this via email.

Please call our help line on 0845 650 8000 (local rate), they will be able to cancel your account for you.
20/12/04 Monday 6.59pm
I speak to Pamela (Glasgow) who tells me, "I have cancelled your account, but will take two weeks.

Unsatisfied I phone again at 7.04pm and speak to Sam in the Glasgow call centre who tells me she has cancelled the account (pending disconnection) and that it doesn’t take 2 weeks.

Still unsatisfied I phone again at 7.20pm and speak to John (Glasgow call centre) who says that it is pending disconnection and should be done tomorrow.
I tell him that every one I speak to says something different, to which he replys:
Yeah I know, no one knows what’s going on with broadband these days, we where told to leave well alone.
A few days later the account was finally closed and I was able to get broadband with virgin.net.


Five months later I get a letter from Tesco demanding money! (24/05/05)
Re Outstanding Arrears £20.62
While I am aware that your Tesco.net service has now been disconnected, it has however been brought to our attention that there is an outstanding amount of £20.62 on your Tesco internet access ADSL Service.
27/05/05
I call Tesco customer services andspeak to Tom (Crew call centre), and explained the situation. After looking into what he calls “this mess of an account” he says that I should never have been charged and that:
All amounts should be refunded. In the meantime disregard any letters.
When I asked why the account was ever set up as I cancelled in writing before I was given an activation date, he said:
Tesco don’t accept cancelations in writing.
I went on to ask him how such a monumental cock-up could have occurred he answered:
Well, you pay peanuts you get monkeys.

26/06/05 I receive the following letter from Tesco:

Re Outstanding Arrears £20.62
It is with regret that we notice our previous letters have, to date, remained unanswered and we are still unable to action your with to finalise your Tesco internet access ADSL account.

Unfortunately we now have no other choice but to notify you that we hereby give notice that unless payment of the outstanding arrears is received within the next 7 days, we will have no alternative but to pass your account to our legal department.
:eek: :mad:
 
will never use tesco might even stop shopping there,it about time something was done about these internet service suppliers,and some of there abysmal services,from the letters that i read on this site,not only tesco but a few others need to get there house in order,or get out of the business altogether
 
O-Ren said:
Tesco did not cancelled the application, but went ahead and activated an account.

That's pretty much standard practise nowadays. After an order is turned over to BT Wholesale, it is quite difficult to cease the activation when it's coming towards the end of it's pre-order stage.
I went on to ask him how such a monumental cock-up could have occurred he answered:

" Well, you pay peanuts you get monkeys."

You asked an honest question, and you got an honest answer :)
 
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romerogoon said:
Agreed, but using such constructive comments as those while contacting Tesco that probably wouldn't solve the problem :)

Tesco are only a reseller of NTL. I have in the past had a Tesco and NTL supply of internet services, both via a BT line, they were each as bad as the other.

NTL should stick to cable, Tesco to selling beans. ( Not that I would even buy a tin of beans at Tesco after the Internet fiasco. )... :hrmph:
 
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