Hi all Pipex Problem sufferers,

I have been at my wits end with these people and I am just in the process of researching the situation so I can take the best action. It seems the company have had some troubles but this is no excuse for the appalling customer service I have received over the past three months regarding two billing errors (one of which I believe to be theft).

My situation is regarding a Business Account I had with them for approximately three years. During that time I had good service apart from when I moved house, I was asked to pay a new connection charge (common practice for ISPs). I disputed this with my Account Manager and he waivered the fee, sending me a copy invoice as proof of waiver. This was in April 2005.

I, fortunately, still have this invoice. Not that it has so far done me any good.

Now I cancelled the account in August and they continued to bill me into October. I called them up (an extremely painful experience, hours on hold) and they said they would refund me in full. This has not happened as yet, although I have recently received notification from them that they would refund me £35, not the full £41 they owe me - what reasoning is behind that I don't know.

Now regarding the connection charge. Last month I noticed a random £65 from Pipex on a new DD had come out of my current account. THEY HAD SET UP A DD WITHOUT MY CONSENT USING MY ACCOUNT DETAILS THEY OBVIOUSLY STILL HAD ON RECORD. I consider this to be theft. When I called Pipex they said it was for the set up fee from 18 months ago.

More phone calls, more lies, more pain.....

I have faxed them my copy invoice twice, I have spent a total of about 6 hours on the phone to them. I have spoken to supervisors, been advised of what the oh so illusive Finance Dept are CONSIDERING doing.

Net result - I am over £100 down.

DD's have to be consentual, I am positive they have breached their own terms and conditions. I am the victim of a salesman breaking the rules but I have the evidence and I WANT MY MONEY BACK!!!

If someone can give me some good advice I would appreciate it. This has been a very painful experience with no sign of a resolution.