I recently took out a new contract with Dialaphone. Checked my bank account and was amazed to see that £20.94 had been debited for 'Gadget Helpline'!! ???

So I decided to contact this 'Gadget Helpline' which I apparently had "signed up" for! Received the WORST EVER customer service from a so-called Helpline Administrator going by the name of "Nadia", (second name not given)!

My story is as follows:

Email from me to "Nadia"

On 8/6/2013 a direct debit was taken by TMTI from my current account. I have no knowledge of ever wanting or hearing about this service and demand a full refund of £20.94 be given to me.

I have not had any correspondence from TMTI or given any permission of a Direct Debit to be set-up on my bank account! Please rectify this matter and advise of same.

Regards,

Response:

Thank you for contacting Gadget Helpline.

Unfortunately you did not provide any details for us to bring up any account.

If you could please provide us your address and postcode or direct debit reference number we can confirm if you have an account with us.

Alternatively please call 08444 772 995 (national rate) to speak to an agent.

We are open Monday – Friday 9am – 6pm and Saturday 10am – 6pm

Regards,

Nadia | Gadget Helpline Administrator | TMTI Group | Corsley Heath, Warminster, Wiltshire BA12 7PL (UK)

T: +44 (0) 844 499 4744 | F: +44 (0) 844 499 4733 | E: [email protected]

My Response:

Direct Debit Ref: DL************

I hope this information will help you to solve this matter as I have not received any communication from yourselves and was not aware or authorised this payment of £20.94 to be debited from my account.

Regards,

Nadia's Reply

A welcome letter was sent by email to ***********@**** on 8th May 2013 regarding your account with us.

Unfortunately we have no record of any request to cancel your account. In order to fully refund your payment made to TMTI Ltd we would need confirmation that the account was previously cancelled (cancellation email, call reference number etc.). If you can provide us with this confirmation we would be happy to fully reimburse you.

I apologise for the inconvenience.

Many Thanks

My Response:

Hi Nadia,

I can definitely confirm that I did not receive a 'Welcome Letter' in question on 8th May 2013 and also that the email address you say it was sent to is an incorrect address! Hence, I was unaware of having to pay any payment(s) for an alleged account with 'Gadget Helpline' nor did I enter into any agreement as such!

I would appreciate if you could rectify this error and refund immediately the amount of £20.94 which was debited from my account (Direct Debit Ref: DL********).on 8th June 2013.

I look forward to hearing from you in response and receiving this payment.

Regards,

Nadia:

Our service is explained in the following places.

· The shopping basket (before you agree to the order)

· The terms and conditions of the order

· The order confirmation that Dialaphone send out to you

· The paperwork that is received when the handset is received by Dialaphone

· The welcome email we sent you directly from our company. (email addresses are not case sensitive)

Regards

HOW IGNORANT!!!

So, I replied:

Nadia,

I am writing to advise of my intention to reclaim monies totalling £20.94.

According to my Bank Records, the aforementioned sum that was taken out of my account on 8th June 2013, on the pre-text of 'Gadget Helpline' service.

This payment is unlawful as they were not agreed to by myself. The disclosure of my bank details to a third party company without my authorisation is unlawful practice, to which I take great exception to. Furthermore, I did not agree nor accept any terms which would have initiated this direct debit process.

Having researched this situation in greater detail, it would appear that this is not mentioned during purchasing or on any itemised bills or contracts as it is a 'free trial' which automatically rolls into an unlawful direct debit being setup.

As the mobile phone contract was obtained through Dialaphone, the onus of responsibility in law was unlawfully distribution of my account details to the third party 'Gadget Helpline' company.

It is my wish that this situation can be resolved amicably, however, as prelude to this not being resolved suitably I have prepared documentation to pass this claim to the Financial Ombudsman Service.

I would be grateful for the name and contact details of your superior as I would like to make a personal complaint about your customer services and also your full name.

Yours sincerely,

Her Response to that was:

The postal address can be found below if you wish to make a further complaint.

Regards

Began to loose my patience here, so responded:

I don't think you are hearing me here, I am DEMANDING you give me your full name and superiors name!

To which I got:

"My name can be found below, and my extension is 424. Our managers name is Jon."

Regards

Nadia | Gadget Helpline Administrator | TMTI Group | Corsley Heath, Warminster, Wiltshire BA12 7PL (UK)

T: +44 (0) 844 499 4744 | F: +44 (0) 844 499 4733 | E: [email protected]

Now how unprofessional was that response??

A) STILL did not receive her full name!

B) All I got for her superiors details was "Jon"!!

ANY ADVISE GUYS ON WHAT MY NEXT PLAN OF ACTION MIGHT BE??

NB: Just read on Dialaphone website that they no longer provide new customers with the 'Gadget Helpline' service as of May 2013.

• My contract began on 10th May 2013!!
  

Complain to your bank that the money was taken fraudulently. Call your bank and tell them and confirm the call in writing. Your bank is obliged to refund you immediately - although I expect that they will muck you around

http://www.hotukdeals.com/misc/gadget-helplines-warned-1274425

http://forums.moneysavingexpert.com/showthread.php?t=1159027

http://www.thestudentroom.co.uk/showthread.php?t=2152561

Rang Ulsterbank (once again) about claiming the debited amount back - very unhelpful as usual, was indeed fobbed off! Basically told to call into local branch and fill out some sort of "Redemption" form!

Do it and make sure it says you rescind any and all future payments to this company. the direct debit guarantee covers you.

Have moved your thread into the Bank and Finance Subforums:- Ulster Bank section emmy