I had a mobile phone contract with the Carphonwarehouse about 4 years ago which I cancelled by phone after about a year when the phone was lost and it was decided that the loss was not covered by the insurance.

I have found out recently that the Carphonewarehouse have been taking £22 a month via direct debit from my account for four year. Now I know that this is partly my fault because it is my responsibility to check my bank statements and I accept that I am an idiot but this is ridiculous! After cancellation of the contract I did not receive statements from them informing me that I was paying them money each month.

I have written to the Carphonewarehouse and had a response saying that they would look in to it but this was about two weeks ago. I have emailed their customer service 3 times requesting an update but have not had a reply. Without a reply or deadlock letter I can not take this further.

I need some advice on what I can do about the poor customer service and where I stand with the payments. Will this be seen to be my fault and do I stand to see any of my money back if I pursue it.

Any help gratefully received!

Hi, I had a similar problem with Orange after I cancelled my contract a few years back. If you get no-where speaking to customer services, try asking to be put through to the line manager when you call. If you still get no help ask for the detail of the head office and the complaints procedure, this can sometimes get them to jump to your aid.

If you still get nowhere, contact your local citizens advice or trading standards, and as a last resort contact the financial ombudsman on 0845 080 1800 or 0207 964 1000, all these organisations are there to help.

At the end of the day, yes it is partly your fault for not checking your accounts, but they are not allowed to take your money if a direct debit has been cancelled, and especiall without written notice.

I really hope you get your money back and get the situation settled, and never do business with them again!

Hi,

First of all write to their Customer Services Director, recorded mail. State that you cancelled the contract via phone, give them the date/year etc. State that it should be noted on your account that this is the case. These companies have a maximum response time, so state that if you do not have a response by their own stated limit you will be taking the matter to OfCom.

If they try and string you around state that if they still have it available you want a copy of the cancellation call pulled, and you want a transcript of this call sent, at no cost to yourself of course.

At the very least request all money back, as well as interest and compensation for not only failing to cancel the account but taking money from your account illegally. Cancel the DD with your bank as well.

I'd also go to CAB and find out what they've got to say on the matter.