hi Sara
Why don't you post your request for people to write to Watchdog on the Pipex forum of the www.asdlguide.org so as to get a greater audience? Could you also post the address of Watchdog too?

I've just seen this post on that forum which I thought I'd share with you as it's yet more evidence of the mess they're in:

Been with pipex for 3 years, migrated mid june to nildram. I was aware at the time of migrating that pipex were very fond of taking customers money beyone their contract so i phoned them a couple of days before my handover to ensure i would not be billed beyond june. I was told that i would be billed for june, then refunded half of that as i was migrating mid month.

So i find out that they have been billing me £34 a month since june. I contacted them via email and waited 3 weeks for a reply, when no reply was forthcoming i phoned them to be told "yes we are still billing you", "we dont know when we will be able to stop billing you" and my personal favourite "we dont know when we will be able to refund you".

I sent a further 3 emails to pipex requesting that this is sorted out. Again no reply. So today i phoned them again, determined this time to get a satisfactory response to this issue. I spoke to the usual clueless rep who told me that i would be refunded "soon" but he was unable to tell me when or by how much. I demanded to speak to a team manager, but surprise surprise none was available. So i told him i was not going to hang up until i had spoken to someone higher up the food chain.

So after an hour of sitting on hold, i eventually get passed over to the provisions dept and i spoke to a female robot who told me she would contact the finance dept and phone me back before 5.30 pm with details of what was happening.

Lo and behold, i actually got a call back and she explained that she had spoken to the finance dept and they were going to issue a refund of £101. When i asked why i was only being refunded 3 months money when they had incorrectly billed me for 4 and a half months, she told me to take it up with the finance dept as it was their decision, when i asked to be put through to finance she told me she was unable to put me through or give me an email address and that i should go through cs. Her attitude was disgraceful and NOT ONCE has anyone apologised for anything.

So at this present time, they are refusing to refund me what they owe me, refusing to cooperate in any shape or form and refusing to apologise. Time for trading standards.

I have never, in all my life, encountered such unprofessionalism and poor attitudes from a company like this. A warning to all potential new customers- AVOID LIKE THE PLAGUE.

They are thieves and liars