Hi all,

Fair enough, but we have called 3 times now. First the month when we got the first bill. A letter of apology was promised, and never arived. I need this for my records to protect me from future issues like this. I know how easily one can be black listed. Then I called the second time. I was promised a manager would call me back. I never got the call. Then called a third time. This time got through quicker as I phoned the "I owe you money line". Got through to customer care there. I have been promised another letter.
The problem is "no customer expectation management". I work in a senior position in IT customer support. So, I am well aware of expectation management.

The thing that I cannot grasp, is that people seem to take this issue for granted. In an information technology world, where these issues are so easy to prevent, by just simple data management, all could be fine. No stress.

Lastly, people also take for granted the time individuals have to wait on the phone to resolve this kind of mess, as well as the money you are charged by the company concerned why you are on hold. Especially when you know your hard earned money is ticking away for nothing.

I just think customers just become numbers and passwords. Lets hope the letter arives. Be sure, if i get it tomorrow, I will be the first on the forum to say it.

Cheers

Beautifulexpe:

Um Excuse me Less of the Idiots I for one work for them and i sort out everyones problem on a first contact basis

firstly call them explain that you havent had the service for over a year and a half ago

the thing is they have swicthed systems and some accounts have been billed even though cancelled and we arent aware of the problem Unless the customer calls

Make sure the DD is Cancelled and call to tell they will advise you they will put the acount on hold and to forget about the bill

Yeah Your Direct debit should already be cancelled from back when you cancelled This is a simple problem which would be easily resolved

the best time to call to speak to some of the best agents is between 5-9

good luck

Hi there,

I think I also need to warn people about Homecall, now Pipex. Actually, the bizarre thing is I should not have to be moaning about this. I terminated my contract with Homecall a year and half ago, after being sold a broadband service. However the modem was never delivered to me. I really got angry after waiting, quering, wating, then quering again, promises, more promises and just gave up and terminated the contract. I thought after waiting for a modem for more than 6 weeks, it was enough.

2 months ago I was shocked to see a bill ariving from Pipex for some Anytime contract. I have been with BT since June 2005. My contract stopped with these people in April/March 2005. I have BT letter welcoming me to their service in June 2005. I have BT bills until now. So, my wife phoned them up to explan the situation and the opertator promised to send a letter of apology, which never arrived. We then got another bill in October, stating that they would debit my account. They are supposed to be an IT company, I guess their databases dont speak to each other. I phoned up, tried to speak to a manager, i was told that they would phone me back. They never did. They tried to go through with the debit. It could not go through as there was no mandate with my bank. Now I get a letter from their credit controllers instructing me to set up a direct debit. I quote "Your bank has advised us that your instruction to pay Direct Debits to Pipex homecall is not longer valid" No kidding, try almost a year and a half not valid.

Now, I have heard that contacting Otelo is no use, it is going to cost me to phone these idiots again as well to try and clear it up. So, I think I need to write to our local councillor, asking why it is possible that we can be victimized by a roller coasting corporation. Attempting to extract money from me, for no services rendered, which I can prove. This is rather illegal I'd say. Further, I doubt any of their marketing people monitor forums, as most IT companies do, to see how the market perceives them. I dont know how they make money, but this seems to be the way they do. Sorry to be so harsh, but I kind of thinkI have a right to.

Cheers
Ren