Post Office Telecom - A Right Muddle

[citizenB]

Sorry it is a bit lenthy.

In December 2007 due to the amount of calls being received from DCAs and creditors, I contacted Post Office Telecom and changed the landline number. The new number took effect from 15th December .

At the same time I realised I was being charged for not paying by Direct Debit and set one up from my Lloyds Bank account. Because I had missed the billing cycle for December it was agreed that 2 payments would be taken in January and then one each month thereafter.

In February, I needed to change my bank account and waited for the February DD to show up on my statement and telephoned the Post Office to amend the bank details.

Apparently you cant make a change 7 days either side of a payment for some reason. No problem. I will phone back in 7 days time and give the new details.

Because of the time involved getting through to Post Office Telecom on the phone, I decided to write to them, giving the new bank details and advising that the change was to be made from March. I sent the letter recorded delivery and it was received on the 12th February. I also enclosed a stamped addressed envelope so they could confirm the changes had been made.

On the 19TH February , because I hadn’t heard from the Post office, I telephoned. I was told the old account was still in force and I couldn’t make any changes other than to cancel the old DD Mandate and to phone back later to give the new bank details. Because I didn’t want the payment for March to come out of the Lloyds account that was being closed. I said ok

On the 26th February, I received a letter from the Post Office saying.. ‘Thank you for contacting us to change your payment method from your next bill you can now pay either by cash, cheque, saving stamps or debit card etc….’ Ummm, not what I asked so I telephoned them again and YES.. I had been put back onto quarterly billing . But now, the reason for not being able to enter new bank details was because there was a bill due to be sent out. I wrote again with the new bank details, the letter was received on 29th February.

When I hadn’t receive a bill by 12th March I sent an email and headed it OFFICIAL COMPLAINT and copied it to the post office by letter.

Several email exchanges later, I am advised on April 12th that if I cared to provide bank details by email they would make the changes. I said no, I would prefer to phone if that was ok. So I phoned. Nope.. Still unable to set up the new details. This time someone from Billing and Payments was summoned. It seems as though they have NO Record of the new telephone number and the old number is no longer active. I explained also that the last bill I had covered the period 26th July to 25th October and it was paid by cash on 2nd November 2007. He said he would start an investigation and get back to me within 10 days.

Now what do I do.

It would appear that I have a telephone number but nothing is being billed to it because it doesnt show up in my name. They cant find any record of the changeover but I am using the new number not the old one. I have made two payments totalling £59.10 which are just floating around the system and not applied to anywhere. I haven’t received a bill since October. I want to avoid paying the charge for not having a mandate yet I cant set one up. ???

[patrickq1]

i feel sorry for you citizen and am not sure what to say in advice terms i can see your dilema,but i would think any comunications with BT are all recorded by law and as agreed with oftel but oftel and the goverment are operating a cartel with the mobile phone companies to keep the charges and also to keep the pricing of all calls high as witnessed by the EU INFORMATION COMMISSIONER who has already warned the UK GOVERMENT of the consequencies and margret hodge who the telecoms industry are chanelling all their business through....
but back to your complaint i think all further mail to telecoms should be by registered post this way you have irrefutable proof on contact and then you can Subject Access Request BT for all your data icluding all phone conversations because as it stands they will make you feel like you are a liar and try to deny your claims,furthermore you already have the new number and it is upto them to deal with this as speedily as possible so a letter to the head of operations and hold them resposible for any charges and in case of actions against telecom you shall bring forward them named as witness to your pleas
patrickq1

[citizenB]

Thanks Patrickq1. So, I Subject Access Request Post office Telecom and write to Head of Operations. See what happens from that. Will get on to it immediately xx

[patrickq1]

good for you citizen because the longer you leave it the more they will try to incurr charges against you ,and you really need actions and an arguement with them will only infuriate the position...
so yes Subject Access Request them as a matter of urgency but state within the Subject Access Request you need to have full disclosure of all recorded conversations
patrickq1

[citizenB]

DOes anyone have the address for the Head Honcho at Post office Telecom Services please.

I have the one at Bridge Court, The Close, Newcastle upon Tyne NE1 3BA. But letters sent there although received, remain unanswered. Thank you xx

[patrickq1]

should be on any correspondance you have had with them failing that search this site posted below
patrickq1
Phone


Post Office® helpline:

You can contact our helpline on 08457 22 33 44*
A Welsh speaking service is available on 08457 468469*.
Opening hours:
8.15am - 6.00pm Monday to Friday
8.30am - 7.00pm Saturday
If you have Minicom equipment, our contact number is 08457 22 33 55*.

Problems with this website
Please phone our website helpline on 08456 06 04 06*.
Opening hours:
8.00am - 6.00pm Monday to Friday
Closed weekends and Bank Holidays


*Please be aware that your call may be recorded for quality and training purposes.

Write


You can write to us at:
Post Office Customer Care
Freepost
PO BOX 740
Brampton
Barnsley
S73 0UF
No stamp is needed. We aim to reply to correspondence within 10 working days.


Complaints


If you are unhappy with our service you can make a formal complaint.

Banking Code


Post Office Ltd is a signatory to the Banking Code, a voluntary code, which sets the standards of good practice to follow in dealing with customers. Most financial institutions, including banks and building socieities, subscribe to the Code. If we make a mistake we'll aim to put things right quickly. If you have a compliant, we have a procedure designed to resolve it fairly.
We're also covered by the Financial Ombudsman Service for postal orders and bureau de change services. Futher information on the Banking Code is available online from the British Bankers'Association where you can download a copy of the Banking Code. Alternatively you can obtain a copy from one of our Post Office® branches.

Media


You can read our news updates and access our media contacts from Post Office® and the Royal Mail Group.

[citizenB]

Thaks for that patrickq1.. I will try the Barnsley address. Because they sure as heck dont reply from the Newcastle upon Tyne one.

[patrickq1]

well hope it helps when i am stuck i usually google names then it comes up
patrickq1

[citizenB]

Thanks, will let you know how I get on

[citizenB]

Progress of sorts.

On the 30th, I spoke to OFTEL who put me in touch with OTELO the Ombudsman. A really nice chap listened to my sorry story and advised me to write to the Customer Care Line Manager at Post Office Home Phone setting out the problems I was having, under the heading of OFFICIAL COMPLAINT. Should they not resolve it within that time, then I can go back to OTELO and make Compliant via them.

[patrickq1]

good on you mate good luck
patrickq1

[citizenB]

Originally Posted by patrickq1

good on you mate good luck
patrickq1

Thank you Patrick xx