I so wish I had come across this post a couple of days ago - in my case I ordered a pay as you go mobile to be delivered to my work address and after confirming this by email they then sent it to my home one. As I am not there in working hours this is useless to me but (as with other comments above) their customer non service depart cut me off for 'getting angry' and their web complaints form does not work either. I have written to them giving them 7 days to deliver to the correct address or refund, when (based on this and other threads I have read) they do nothing I will attempt to get my credit card to charge them back on grounds of non-delivery - if that works that would at least put the the problem back in their court.

A web search turned up what they say is the CEO of talk-talk/CPW's email;

Charles Dunstone, Chief Executive dunstoc AT cpwplc.com

May be worth contacting him and politely asking for his personal attention - if he does nothing it wold count against them if anything came to court. Like others on this thread I'm telling all and sundry to avoid them - sad thing is they will never know how much business they are loosing.

Hi
Sorry to hear about your troubles with CPW - VERY annoying isn't it - especially when you don't get anywhere with the complaints! If only they would admit to some of their faults would make us all feel alittle better i am sure BUT i feel with them it is always the customer who is wrong!!?? (They are great at hanging up! did this to me 2x aswell - will never put you through to a manager - oh the list of how terrible there customer service is...... well in all seriousness you can't call it customer service - certainly not if you have a complaint against them! Of course all this IMHO!!!

Not sure I can give you any advice regarding your contract - I have had no luck at all - they seem to have all the legal bases covered - obviously lots of money spent on a legal team!!!

Have you tried going into your local CPW store to see if they can suggest anything or point you in the right direction?

Personally as well as never going near CPW I am in the process of mentioning their appalling customer service and writing a blog post about it and where ever I can - not getting me anything back from CPW but hopefully informing others before they maybe make a similar mistake - also i would caution you in accepting anything over the phone as when i spoke to Trading Standards regarding legal position it would appear to me when you accept anything over the phone they hold all the aces (company you are dealing with) you even have to pay to get a copy of the verbal contract!

You could try calling trading standards and see what they say - basically they said to me to read all the small print!!! so if it says anywhere in the contract about what signal you receive etc.... you maybe able to get them on that one? but i really don't know.

All the best and good luck - keep us updated on progress..

Good Afternoon,

I have recently been miss sold a T- Mobile phone contract via the carephone warehouse, On the day that I took the contract out I was leaving the area to go on a training course with work for 5 weeks, I was advised by the CPW salesman that T-Mobile was the best option as the signal in may home area was brilliant. On returning home I have found this not to be the case, I have spent the last 2 - 3 weeks constantly on the phone to T mobile and the CPW, both of which are telling me the signal in my area is excellent and to talk to the other. I have written to both T-Mobile and CPW without replies, I have had the phone put down on me on a number of occasions and now do not know what to do. I am in my 4th month of the contract and I cannot make calls or send texts from my home, my work place, my girlfriends or my local pub. It is increasing frustrationg paying £30 per month for a service I am not being provided with.

Can anyone give me any advice??

Thanks in advance

Hi,
I have just encountered a very similar problem with CPW and O2 - and I am wondering if you have any updates on this matter?
I have contacted Trading standards and although very polite and understanding they say it will most likely be in the contract etc...

So i am heading down the road to complain following yours and their(TS) advice and would appreciate any updates on your case and for that matter any one else who is reading this and has any advice for me.

Many thanks in advance,

Lollylu

I am amazed by this thread as this is exactly what has happened to myself, at no stage was I told the £300 credit paid offf the actual contract and just to add insult they started it immediately without my knowledge. This left me thinking I had a month left with inclusive minutes which ate a large lump of the credit and now I have 3 months of 25.99, not quite free anymore to pay.

I have had a response eventually!!! saying a manager had listened to the call and thought it was sold ok. I disagree but will puth this down to experience, can't wait to get away but that's a can of worms in itself.

I will also now complain to Ofcom to get another name added the the list.

Regards,

mblm

Ok, keep pushing by writing another letter explaining that you were advised by an official body to write your first letter and the result was a call from CPW which you returned to be confronted by a surly, unhelpful individual + brief description of contents of call. You would appreciate a transcript of this conversation and a note of their specific complaints procedure plus a satisfactory written reply to your first letter - to the the Customer Service Director + a copy of your first letter. Also while you're on to the "Customer Service Director's office" see if you can speak with his pa and try and get her on side and ask for her e mail address. Then if you get no response send her friendly e mail reminders at regular intervals etc... Whatever it takes... Don't let them take advantage of you or be rude to you.

That's pretty much what I did with the exception of only addressing it to the ' customer services department'
not specifically the director.
I did get proof of postage though.

Write a brief RD letter (put Recorded Delivery at the top) to the Customer Service Director CPW (make sure you get the name and address and layout of the letter exactly right). Be assertive but polite. Tell him briefly the reality as opposed to what CPW have said. Say you have detailed notes (for possible use transfer them from your head to paper) of the situation and then tell him what you want. Then say if you feel unable to accede to my request please check the recording of the call and let me have a copy at no cost to me.

Good luck!

ps If at first you don't...

Last june I phoned CPW to end an 18 month contract with O2 purely because they couldn't match an alternative tarriff with another provider (I asked )

I was passed over to retentions, the conversation went pretty much like this:

Me : I want to end my contract....

CPW: well I'll keep the contract open for a year..

Me: No, I just want to cancel it

CPW: Well you may as well keep it running..

Me: NO, just want to cancel it..

CPW: You may as well keep it running , we'll give you 12 months free line rental and the same free minutes etc etc, you have nothing to lose..

Me : Well that sounds too good to be true (If only I'd followed my gut feeling) what's the catch, why do you do it?

CPW: There's no catch, it's a customer relations thing, next year when you are due for renewal you may come back to us.

Anyway, I thought yes he's right I had nothing to lose so I agreed and gave my wife the phone and number which was fine up till the other week.

I had a bill come through the post from CPW, I phoned to ask why, they said that I'd used the £300 credit that I'd been given and now all line rental/call charges are billable!

I at no point was told about a Credit limit and certainly wouldn't have agreed to such a deal if it was made clear that at some point during the 12 months would I be likely to incurr any charges.

So as you will probably guess I have been through the usual call after call with customer services until I am blue in the face (or should that be red in the face with rage?)

So I called Ofcom, they stated that they do not regulate CPW but still made a note of my call (they stated that they have been receiving a lot just lately) and put me in touch with Consumer Credit, I spoke to them who suggested I write a letter with proof of postage stating my grievences and request a transcript of the call and give them 14 days to respond - which I did.

I haven't had a letter back but on friday I had an answerphone message on my landline to call them - this I did - only to get another employee who couldn't care less, was quite rude and basically said that that they'd listened to the call and I hadn't been miss sold anything and that was that, I said I still wanted to see a hard copy of the phone call transcript and bid my farewells.

I have said to many people that if they can prove that the deal was explained to me correctly that i will hold my hands up, apologise and pay up, but I can virtually remember the call word for word and feel that I am 100% correct.

I await a response this week , If none is received I will be contacting Consumer Credit once more.

Can anyone suggest anything else to try?

Darren