Tiscali again

[weenic1984]

Im not too sure how this all works but I need some advise on tiscali. They have been a nightmare,

Ill start from the beggining. We registered for tiscali on 27th October 06 as they seemed to have a great offer.

Our broadband did not become active until mid december despite complaining about it. This is just the first point.

We moved home in July and decided to transfer our broadband across to save any hassle with direct debits etc. Called up the home movers line and was advised by somebody that was not a problem.we just needed to contact BT and get a date for the line to go live and then the account can be transfered automatically over. I though this sounded great.

Few weeks later when I called back with a date the reresentative said this can take a minimum of 10 working days. I explained to her what the other advisor had said. She just replied with its not my problem if you have been misinformed thats just how it is. I explained to her that on the call waiting it said all our calls are recorded for training purposes. I said can you not search for this call and investigate this (i work in a call center and know this can be done) she just replied no its not my department and there is nothing we can do.

I then asked to speak to a supervisor as i did not like her tone. She went away and came back and said that there were none available. Likely story. and if i wanted to complain i could put it in writing. Which i promptly did. I also called them before I sent the complaint to cancel the account and was informed this would happen but a final bill would be sent as we were still within contract. I then sent a further letter on 22nd sept with the original enclosed. I also gave them my new address details too.

I then noticed that I was still being charged from july till september for calls we have not made which has angered me

I have received no response to this and thought i would e-mail them.

Original e-mail

"We have sent a letter of complaint on 22nd september with no response and my account details have not been updated. Im absolutely discusted with the treatment I have received from your company.I have a copy of the origonal letter I sent to you which I can send again."

response:


"Thank you for contacting Tiscali Technical Support.

As per my records, your broadband account has been Terminated.

For any further assistance, please feel free to contact us.


Regards,

Tiscali Technical Support"


Reply from me:

Dear Tiscali,

"It obviously hasn't been sorted out! I sent a letter of complaint on 22nd september which Ive received no response.It also enclosed my new address.the reasoning behind the original call i made to transfer the line. You company provided false information to me regarding this matter and refused to look into this matter stating i had to put my complaint in writing which I have done. Surprise surprise no response and my address details have not been changed. To make matters worse my account is still being
billed for calls we have not used. We cancelled the contract before we moved. "

Reply from tiscali,

"Thank you for contacting Tiscali Technical Support.

I understand from your email that you are still being charged even after you cancel your broadband account.

I can understand the inconvenience and respect your time in resolving this concern."



How does this actually resolve anything? I am still being charged for calls i havent even made even although We moved in july and cancelled this.

Can anybody help as i feel i am getting nowhere and I am worried about this effecting my credit if it gets passed to a collection agency although tiscali do not have my new address details.

HELP!

[Conniff]

I hope you have cancelled the direct debit???

[Olly300]

1. Cancel the Direct Debit. You need to write to your bank giving the exact details of the direct debit to cancel. You can also ask them to refund any money wrongly taken out by Tiscali using the direct debt guarantee. * You need to state dates and amounts and the fact you are using the Direct Debit Guarantee.
2. Send Tiscali a letter via recorded delivery informing them that you have cancelled the Direct Debit due to their previous actions on [date]. And if you ask your bank to refund any money state this as well. Finally inform them if they contact you again about the matter you will complain to OFCOM
3. Keep a copy of all correspondence
4. If Tiscali or their representatives hassle you again phone up OFCOM during office hours on 020 7981 3040. You will have to explain to them when you wrote to Tiscali as if you don't send in a written complaint they will not help you and what the exact problem is.

I sent a letters to Tiscali twice about billing problems informing them I will contact OFCOM if they didn't resolve the issues one of them involved a small refund. Tiscali resolved the issues.

I sent letters to Three about an issue including the fact they were debiting my account without providing a service Three refused to resolve the issue, a customer service rep actually threatened me on the phone, I used the Direct Debit Guarantee after informing Three of this so they sent me a debt collection letter. I complained to OFCOM then contacted Three again and they fell over themselves to help me.

*In my case the bank refunded me and got the money of Three.

[weenic1984]

thanks for that. Yeah i cancelled my direct debit as soon as I cancelled my account with Tiscali.

Im still within my 1st 12 months though. Does that make a difference?

[joe1965]

If you sign anything at home you have a "cooling off" period in which you can cancel. Not sure how long it is though.
But Tiscali is now run by Pipex so don't expect any customer support worth talking about.
Before taking out broadband a good place to look is here: http://www.dslzoneuk.net/isp_ratings.php##
The contract you signed is binding to both parties, not just you, so if they have failed to comply with any part of it you have the legal right to cancel.