I was a reasonably satisfied customer with Tiscali for around 3 years, until one day, about a year ago, I accidentally cancelled the direct debit. I called Tiscali customer services to make them aware that I had accidentally cancelled the DD, which I was assured over the phone would be sorted out and reinstated. However it wasn't, and a few months passed, and I got outstanding balance owed letters, suspension of service letters and so on. It got to the stage that I was cut off and was getting charged £14.99 for a service I was no longer receiving. Which stupidly I paid.
A month or so later I ended up moving house. And letters still came through saying I owed them money, I attempted to transfer my broadband to my new address/phone line, but Tiscali sent me a letter saying the area I now live in is not an area they cover. I was still being charged for a service I was not receiving. I contacted them in August last year, saying I would pay the outstanding balance under the premise I would never hear from them again. All went quiet for about three months, then I got a letter saying I owed them £4.32 in November. Then £19.31 in December. And so on until I received the first letter from their debt recovery agent C.A.R.S. saying I owe £64.32 and not to underestimate the seriousness of the letter.
At this point alarms started ringing. So I contacted Tiscali customer services and said that I stated on 31/08/07 that I want to cancel my account and never hear from them again, when I paid the outstanding balance I allegedly owed them then. Which the girl who I spoke to confirmed to me, that this is what is shown on their system. It's not paying the money thats the problem, more the principles behind it, if they've done it to me - then the chances are I'm not the only one?
After this phone call I was told that Tiscali would look into the matter and be in touch in 6-10 days, I asked for a supervisor to get in touch by close of play that day - no such luck. I asked the girl I spoke to for her full name, which she wouldn't give me. I then got in touch with C.A.R.S. and informed them that Tiscali were looking in to the matter and it would be resolved.
Two weeks passed and I heard nothing from Tiscali. Other than a confirmation of cancellation letter dated March 2008. C.A.R.S sent me another threatening letter saying that their client has instructed them to undertake further action via courtlink. I contacted C.A.R.S. and they said there is nothing they can do, without instruction from their client to revoke this action. I contacted Tiscali, and spoke to what can only be described as a school leaver, who I asked to speak to his supervisor regarding the matter. Apparently she was on conference call. I asked if she would be able to contact me before close of play that day - which I was told wouldn't be a problem. I get numerous missed calls during the day, one of them appeared to be the Tiscali number. No voicemail, no return call - nothing. I'm getting sick of being on my phone and ringing premium rate phone numbers, being placed in a queue, being placed on hold etc. and getting absolutely no where.
Has anybody had similar problems? If so how did you manage to resolve this? I'm fast approaching the end of my patience with them. I think it's about time the threat tables turned.
Rant over!!!