Bastien
0
(This is also posted in another popular internet forum)
TL;DR:
Bill shock, dispute, cancelled direct debit, got suspended, feel bullied.
Here is the story:
Recently I moved house, bringing my Vivaciti ADSL line with me.
A month before I moved I asked them if there was any cost involved and they didn't reply.
I went ahead to tell them I am moving house, and they said there is an active line in the new flat and they will take it over.
A week ago I received a large bill from Vivaciti with some unknown charges:
Broadband Activation Fee £40.00
WLR Basic SL - Trans-Conv from MPF £40.00
WLR Renumber Charge £14.95
ADSL Cease charge £31.12
I immediately asked them to delete them of course, because I was never told about these fees.
So while I am still waiting for a resolution, the day before the direct debit is due to take money out of my bank account, they put in the amount of the full bill with all these extra charges included, I cannot afford to have this much money out of my bank at once so I stopped my direct debit just before the day, after they have entered the amount.
And the next day my internet is stopped and I received an email (luckily my phone still works) saying "We have been advised that you have cancelled your direct debit, I can see you have disputed some of the charges but by just cancelling your direct debit this gives us no alternative than to temporarily suspend your service until this issue is resolved."
We exchanged some emails and they keep saying vague questions I don't even know how to answer like
"who told you there would be no cost"
"can I assume you just thought there were no cease charges or activation charges at all?"
"At no point where you told there would be no costs to cease your existing service and install a new service."
I said I only moved my house and I never wanted all these random things.
I feel like I have been bullied to pay money I do not owe, and now I am without internet. (I am using my phone right now.)
They are taking ages to sort out my bill (and still unresolved), but the moment I cancel my direct debit because of the ongoing dispute, my internet is suspended. I feel this is totally unfair.
Also I have just signed up to another ISP out of frustration, but I got this email from Vivaciti:
"I have been informed that you have placed an order to move your phone line, this has been blocked as until the account is settled no moves or transfers can be done."
"Sir you are not going to have a new line installed for free and then move it to someone else without paying for it. We will NOT be releasing the line."
I believe they cannot do this. They cannot block me from switching away. They cannot brand me a thief just because I am disputing a bill.
Also they have changed my contract period from one month (I signed up in 2013 and has been with the same plan) to 12 month suddenly and they say I am now in a new 12 month contract. I was not told any of this, at any point. I did not even know about the 12 month contract, let alone agree with it.
Questions:
Are the fees normal for moving house?
If so, what are my options for complaint about poor (non-existence) of information and mis-selling?
If not, what are my options for complaint about poor communication and my internet being unfairly suspended?
Am I at fault? Am I at fault for cancelling my direct debit? Although I am happy to pay the regular monthly fees, I am not prepared for the extra fees listed above to be taken out suddenly.
My worry is what if Vivaciti drags on and not willing to cancel the fees and amend the bill, I won't be able to pay the correct amount, thus they will never re-enable my internet.
And if they continue to block me from switching, and with them unwilling to release my unfair suspension, I am literally trapped forever without internet.
I feel very bullied. I feel trapped. I feel cheated. I am treated like a thief. I am now without internet. And I cannot switch. I am literally trapped. And 8 weeks from being able to contact the ombudsman.
I appreciate any advice at all, thanks.
TL;DR:
Bill shock, dispute, cancelled direct debit, got suspended, feel bullied.
Here is the story:
Recently I moved house, bringing my Vivaciti ADSL line with me.
A month before I moved I asked them if there was any cost involved and they didn't reply.
I went ahead to tell them I am moving house, and they said there is an active line in the new flat and they will take it over.
A week ago I received a large bill from Vivaciti with some unknown charges:
Broadband Activation Fee £40.00
WLR Basic SL - Trans-Conv from MPF £40.00
WLR Renumber Charge £14.95
ADSL Cease charge £31.12
I immediately asked them to delete them of course, because I was never told about these fees.
So while I am still waiting for a resolution, the day before the direct debit is due to take money out of my bank account, they put in the amount of the full bill with all these extra charges included, I cannot afford to have this much money out of my bank at once so I stopped my direct debit just before the day, after they have entered the amount.
And the next day my internet is stopped and I received an email (luckily my phone still works) saying "We have been advised that you have cancelled your direct debit, I can see you have disputed some of the charges but by just cancelling your direct debit this gives us no alternative than to temporarily suspend your service until this issue is resolved."
We exchanged some emails and they keep saying vague questions I don't even know how to answer like
"who told you there would be no cost"
"can I assume you just thought there were no cease charges or activation charges at all?"
"At no point where you told there would be no costs to cease your existing service and install a new service."
I said I only moved my house and I never wanted all these random things.
I feel like I have been bullied to pay money I do not owe, and now I am without internet. (I am using my phone right now.)
They are taking ages to sort out my bill (and still unresolved), but the moment I cancel my direct debit because of the ongoing dispute, my internet is suspended. I feel this is totally unfair.
Also I have just signed up to another ISP out of frustration, but I got this email from Vivaciti:
"I have been informed that you have placed an order to move your phone line, this has been blocked as until the account is settled no moves or transfers can be done."
"Sir you are not going to have a new line installed for free and then move it to someone else without paying for it. We will NOT be releasing the line."
I believe they cannot do this. They cannot block me from switching away. They cannot brand me a thief just because I am disputing a bill.
Also they have changed my contract period from one month (I signed up in 2013 and has been with the same plan) to 12 month suddenly and they say I am now in a new 12 month contract. I was not told any of this, at any point. I did not even know about the 12 month contract, let alone agree with it.
Questions:
Are the fees normal for moving house?
If so, what are my options for complaint about poor (non-existence) of information and mis-selling?
If not, what are my options for complaint about poor communication and my internet being unfairly suspended?
Am I at fault? Am I at fault for cancelling my direct debit? Although I am happy to pay the regular monthly fees, I am not prepared for the extra fees listed above to be taken out suddenly.
My worry is what if Vivaciti drags on and not willing to cancel the fees and amend the bill, I won't be able to pay the correct amount, thus they will never re-enable my internet.
And if they continue to block me from switching, and with them unwilling to release my unfair suspension, I am literally trapped forever without internet.
I feel very bullied. I feel trapped. I feel cheated. I am treated like a thief. I am now without internet. And I cannot switch. I am literally trapped. And 8 weeks from being able to contact the ombudsman.
I appreciate any advice at all, thanks.























