Hi All,
I have been reading throughout the PIPEX posts and I'm learning that I am not the only one.
I have been a PIPEX customer for the past 3 months. 3 weeks ago I changed my home and wanted to move the PIPEX connection to my new apartment in Wimbledon. I called PIPEX and they said I would need to cancel my contract and start a new contract. Starting a new contract meant that I would need to be charged a cancellation fee of GBP150.
2 Weeks have passed and I am still awaiting for my cancellation fee to be refunded!!! They now said it will be two weeks from the day in which I started my new service. I now will hope for the best and that they will refund me in the coming week. The funny thing is that these people have no procedure for change of address. Instead you need to cancel your new contract and start a new one. This means:
1) A new contract has to be started hence they are forcing you to start a new contract which will last for another year.
2) The setup fee has been charged again even if they said it would be refunded.
3) I got a direct debit instruction from the old account even if should be credit. If I try to log in with my old account I can still log in which means the account is still active.
I send about 6 emails in the past 9 days and haven't got a single reply. Today I decided to spend the Saturday afternoon chatting with this useless customer support rep. I asked her if the old account has been closed and she said that 'according to their system' the account is closed. However she could not give me an explanation why I could still log in and/or why I am still being charged with direct debit on my old account. Should wouldn't even give me her full name nor pass me on to someone more competent that could answer one of my four questions.
I really don't know how to get some answers from these unprofessional people.
Is there any consumer protect/complain that I can contact about this?
Nick