Carphone Warehouse - Insurance and Charge

[Nuno21uk]

Hi folks,

I have recently changed my mobile phone contract from Vodafone to Orange. The deal was done through Carephone Warehouse and everything done online.

The problems started when i noticed I had incurred a bank charge on my bank account during the end of Februrary. It turned out Carphone Warehouse had tried taking £7.95 from my account for Insurance!!!! I had never agreed to this insurance as my 'deal' had free insurance through Orange in the opening months of my contract.

My bank account did not have enough money in the account when they tried to take out the money and as a result i received two bank charges. One for a 'knocked back' amount and one for going into overdraft. this amounted to £69 in total!!!!

I was livid and got in contact with Carphone Warehouse. They said they would look into the matter and send me a 'pack' from which I could make a claim. THIS NEVER APPEARED. I ended up writing a letter to them showing details of the two charges (photocopies of the bank charge letters).

I just received a letter from them this morning saying they would not pay me back. They have cost me so much money for trying to take off a charge I never agreed to in the first instance. Surely i have rights in this case.

HAS ANYONE GOT ANY ADVICE ON WHAT TO DO?

[barracad]

The easiest thing to do would probably be to claim the charges back from your bank.

[Nuno21uk]

haha yeah i suppose but it was actually Carphones fault!

And I already have made a claim on my charges and cant make any more

can I?

[MARTIN3030]

Yes you can do another claim.
Carphone warehouse seem to be the number one for poor after sales and service and their reluctance to sort out problems when they occur.
I have yet to hear from anyone who has not had any problems with Talk Talk either.
I have had so many e mails from people telling me their own stories that I have decided to post a stickie in this group with the intentions of a mass complaint.

[Nuno21uk]

I have done another claim but they say I already signed the final offer.

I might go through the ombusman now.

ANYWAY THIS IS BEGINNING TO LOOK LIKE A BANK CHARGE POST

Ill stop. I would be very interested in complaining about Carphone Warehouse. This bank charge fiasco is only a very small part of the disasterous customer care i have expereinced in the last 3 months

[barracad]

You did not sign your right away to make further claims - that is nonsense.

Yes Carphone Warehouse have screwed up and you need to complain about this in the strongest possible terms, I'm just saying that if your main concern is getting this money back then the easiest way would be to claim it back from the bank - they are in the wrong too!

[Nuno21uk]

Originally Posted by barracad

You did not sign your right away to make further claims - that is nonsense.

Yes Carphone Warehouse have screwed up and you need to complain about this in the strongest possible terms, I'm just saying that if your main concern is getting this money back then the easiest way would be to claim it back from the bank - they are in the wrong too!

Cheers mate

[OrangePrimate]

Originally Posted by Nuno21uk

haha yeah i suppose but it was actually Carphones fault!

And I already have made a claim on my charges and cant make any more

can I?

How on earth did CPW manage to charge your bank account with the money in the first place? Did you set up a Direct Debit with them?
Surely you would just be able to do a D/D indemnity claim? once CPW had paid that back to your account the charges made by the bank should automatically follow as it is obviously a charge made in error.
(I had this issue recently when British Gas took £120.00 from my account, after the indemnity claim, I didnt even have to ask for the o/d charges to be refunded, the bank just wiped them off as they said it was a debit in error and any associated charges are cleared)

[drummyb]

I've had a similar thing with Craphone warehouse. Received a call offering new phone with no upgrade fee and change of contract with current supplier. My bill came in the followng month and guess what... I got charged an upgrade fee and they hadn't changed the contract either. CW said it wasn't their fault and Orange said it wasn't theirs. Currently Trading Standards are looking at it but as they said Carphone Warehouse are notoriously difficult even for them.

[Nuno21uk]

hmmm not a good start.

[patrickq1]

Originally Posted by Nuno21uk

Hi folks,

I have recently changed my mobile phone contract from Vodafone to Orange. The deal was done through Carephone Warehouse and everything done online.

The problems started when i noticed I had incurred a bank charge on my bank account during the end of Februrary. It turned out Carphone Warehouse had tried taking £7.95 from my account for Insurance!!!! I had never agreed to this insurance as my 'deal' had free insurance through Orange in the opening months of my contract.

My bank account did not have enough money in the account when they tried to take out the money and as a result i received two bank charges. One for a 'knocked back' amount and one for going into overdraft. this amounted to £69 in total!!!!

I was livid and got in contact with Carphone Warehouse. They said they would look into the matter and send me a 'pack' from which I could make a claim. THIS NEVER APPEARED. I ended up writing a letter to them showing details of the two charges (photocopies of the bank charge letters).

I just received a letter from them this morning saying they would not pay me back. They have cost me so much money for trying to take off a charge I never agreed to in the first instance. Surely i have rights in this case.

HAS ANYONE GOT ANY ADVICE ON WHAT TO DO?

If you did not sign a direct debit mandate then your bank should not have proccesed the direct debit the carphone warehouse use an irish company called
NEW TECHNOLOGY INSURANCE...i have demanded from my bank a copy of this so called direct debit i want to find out just who sent it to the bank and who signed the mandate i also had a go at my bank for authorising it without my consent and also i am treating it as fraud ,and reading the thread from GERMANY2006 it is a fraudulent transaction taken without your written consent
dont argue with carphone just get even
patrickq1

[snu]

Originally Posted by patrickq1

If you did not sign a direct debit mandate then your bank should not have proccesed the direct debit the carphone warehouse use an irish company called

That's not entirely true. You can agree to DD mandates online, and it's binding.

[patrickq1]

Originally Posted by snu

That's not entirely true. You can agree to DD mandates online, and it's binding.

is rhere a reality of consent a meeting of minds no contract was posted to me all i got from them was a ficticious and supercharged bill following my complaint to them concerning this bill i then reilised im in trouble i cant really afford the bill so they gave me the option of accepting a couple of months credit they will charge the normal,i found this acceptable at the time cause it meant i did nt have to find all that money and i had accepted their origional excuse that i was now on a new contract and they must have made a mistake..during my conversation with them at that time i also asked what about the new phone you had promised ...he offered a lower rated phone than what i had..so i refused to accept this offer and keep the phone i have..then a few weeks later the penny dropped what new contract gggrrrr was i angry you bet so i phoned them temper gettin the best of me i then got my bill at the normal cept they were adding vat on the top making it approx 3.49 more expensive monthly and i also noticed a little statement on my visa and it said insurance (due to a long illness)i never checked these statements my wife did ,so when i seen it i phoned visa asked them what it was they informed me it was carphone gggrrrrr and it had been going out of my account since 2004 ggggrrr and ive been disabled since round about that time and did nt know i was insured...then it was nt insurance for sickness etc it was for theft lol as if i am housebound
just started getting around on a wheel chair now and seeing things differently .so i stopped the monies as i said and informed cpw that i was going to issue Subject Access Request notice so the made an offer to pay 2/3 of the insurance
104.00 .i am not satisfied with this because when i was argueing about the insurance i then looked at the circumstances surrounding this fiticious bill it was xmas or just after and as we all know the bills are piling in..but i then knew they had deceived me cause when they changed the bill they sent a document out i have it here the t & c no mention of insurance but as i say they deceived me into accepting this new contract without reilising they obtained my consent by trickery this is why i say their is and cannot be any reality of consent over the phone when you are being deceived....hope this explains things better that is why when trading standards come on monday morning i aint interested in compensation its the deceipt it was deliberate their was no mistake at cpw i strongly feel that if more people check their bills and suddenley find they have a almost triple the normal bill then check all the circumstances surrounding the bill were you duped...its about the most professional con i have ever witnessed

[patrickq1]

Originally Posted by patrickq1

is rhere a reality of consent a meeting of minds no contract was posted to me all i got from them was a ficticious and supercharged bill following my complaint to them concerning this bill i then reilised im in trouble i cant really afford the bill so they gave me the option of accepting a couple of months credit they will charge the normal,i found this acceptable at the time cause it meant i did nt have to find all that money and i had accepted their origional excuse that i was now on a new contract and they must have made a mistake..during my conversation with them at that time i also asked what about the new phone you had promised ...he offered a lower rated phone than what i had..so i refused to accept this offer and keep the phone i have..then a few weeks later the penny dropped what new contract gggrrrr was i angry you bet so i phoned them temper gettin the best of me i then got my bill at the normal cept they were adding vat on the top making it approx 3.49 more expensive monthly and i also noticed a little statement on my visa and it said insurance (due to a long illness)i never checked these statements my wife did ,so when i seen it i phoned visa asked them what it was they informed me it was carphone gggrrrrr and it had been going out of my account since 2004 ggggrrr and ive been disabled since round about that time and did nt know i was insured...then it was nt insurance for sickness etc it was for theft lol as if i am housebound
just started getting around on a wheel chair now and seeing things differently .so i stopped the monies as i said and informed cpw that i was going to issue S.A.R - (Subject Access Request) notice so the made an offer to pay 2/3 of the insurance
104.00 .i am not satisfied with this because when i was argueing about the insurance i then looked at the circumstances surrounding this fiticious bill it was xmas or just after and as we all know the bills are piling in..but i then knew they had deceived me cause when they changed the bill they sent a document out i have it here the t & c no mention of insurance but as i say they deceived me into accepting this new contract without reilising they obtained my consent by trickery this is why i say their is and cannot be any reality of consent over the phone when you are being deceived....hope this explains things better that is why when trading standards come on monday morning i aint interested in compensation its the deceipt it was deliberate their was no mistake at cpw i strongly feel that if more people check their bills and suddenley find they have a almost triple the normal bill then check all the circumstances surrounding the bill were you duped...its about the most professional con i have ever witnessed

...and i have also informed my bank i am unhappy about a term in the contract of divulging information to any third parties.except if it is the police and taxman & courts
so i await their response reason being i did not know this clause was on the contract and i deem it is unfair as we all do who on earth would want to share their details with strangers unless it was through the courts