newbie: Help! CW are harassing my mother!

[dhoop]

Hi. Please help if you can.
(I posted this in the wrong thread yesterday so am reposting)

Have a nightmare with talktalk.
My mother created a landline and broadband account with them early in 2006.

At the time she was promised free broadband but after 3 months was told she could no longer get it and was being charge £15 for broadband alone plus a bunch of mysterious 0845 numbers. The bills have been outrageous!

So she decided to switch to pipex in 28th feb 2007. I got her MAC and the switch was supposed to happen on the 16th march. She cancelled the direct debit.
However she still continued to receive bills for line rental up until June. Numerous letters and phone calls were made to a customer service department I can only describe as incompetent and unethical.

She did get an apology from them a month or so ago (but over the phone, not in writing) saying they would credit her account with £290 of over-payments..but she has yet to see this money.

She received a final bill on the 9th June to inform her that the account was now closed and a final payment of £17.76 was due. She paid that by switch over the phone to them. She checked with the bank and it was definately paid. I have a statement in front of me.

Now it's the final straw. A letter arrived on 23/07/07 from Robinson Way debt collectors: A formal notice of intended court action claiming she owes £27.76. I know this doesn't sound like much but when you consider the overpayments of around £290 and add that to the continuing harassment...

Robinson Way have phoned her 3 times in the past 3 days to demand payment, even though she has told them this is a mistake. I don't want her to give in and pay it...because I don't think it will be the last of it. I'm sure there would only be more demands for more money in the future!
And what about those over-payments??? !!!

I'm sorry this is such a long post. but my mother is 68 years old and she has become very anxious and is at her wits end. It seems no matter how many letters or phone calls she makes nothing gets resolved.

What can I do to help my mother??
best wishes, roz

[buzby]

Why on earth dis she pay the £17.76 demanded from her debit card, when there was a pending credit of £290 in over payments? If she said take it from that, it would have brought matters to a head quite quickly if they (then) said no repayment was due). If she has no proof that a refund was coming other than that voice call, then it's going to be hard claiming you were waiting for a refund, yet paying on £17.

[dhoop]

Exactly. I think she was just tired of arguing and thought it would be the end of the matter. But noo, more demands for more money. The new demand for 27 squid is nothing compared to what some people have been through on here but I reminded her of the 290 and the fact that it would just lead to even more demands.
She has sent letters off to several specific names now from CW and the debt collectors where she included copies of invoices and bank statements.
Also cc her solicitor.
I don't know whats next. Maybe denial of receiving letter or something..wish she sent the registered post.
Why anyone would become a debt collector for a living is totally beyond me. The guy that keeps phoning is an obnoxious plonker.

[buzby]

Originally Posted by dhoop

Why anyone would become a debt collector for a living is totally beyond me. The guy that keeps phoning is an obnoxious plonker.

Because it pays so well? It's the obnoxious ones who get results.....