The incompetence of Wanadoo

[Gruffle Gaw]

I pay £14.99 a month for an all-inclusive dial-up internet package from Wanadoo. A few months ago, when I was removing some unused icons from the desktop on my computer, I accidentally deleted the one for my internet connection. I phoned up Wanadoo's premium rate technical support line and spoke to a member of staff who seemed to barely understand English (probably a result of the company outsourcing its call centres to developing countries to save money). I explained clearly to him that I was on the all-inclusive package, and he talked me through how to reinstall the icon on my desktop. Thinking all was well, I continued to use the internet very heavily - until I got my phone bill.

It transpires that the person I spoke to has ignored my request to be set my computer up for the all-inclusive service (or more likely, misunderstood it) and has put me on the pay-as-you-go package. As a result, my last two phone bills have contained around £25 and £75 worth of calls to the internet (oblivious to the problem, I continued to dial up every day until my first bill came and I realised what had gone wrong, by which time I was half way through the second billing period). This is in addition to the £14.99 a month that has come out of my account.

When I initially realised what had happened I phoned Wanadoo customer services and asked them to refund all the calls to the internet as well as the cost of the premium rate technical support line, as this has happened as a result of their incompetence. She told me to write to head office. I decided to wait until the second bill came through, so I could give them the full amount instead of saying, you owe me this much now and there'll be more when my next bill comes through.

To say I am furious about this is an understatement. I want them to reimburse me, and fast, as I have very little disposable income and now have NO money in my bank account until I get paid in two weeks time. I am going to write to the head office tonight and ask that they reimburse me. If they don't, can I take them to court? If so, under what Act of Parliament? (I have been through the process of claiming back my bank charges so I have some understanding of how the small claims court system works).

[Gruffle Gaw]

Anyone?

[StudentInDebt]

My understanding is that no Act of Parliament covers an action to recover liquidated damages as it is a general point of law. Claiming for your telephone bill as a result of their actions is a claim for damages.

[Gruffle Gaw]

Thanks, student. How do I go about this? Are there any step by step instructions anywhere for this kind of thing?

[Gruffle Gaw]

Bump

[Gruffle Gaw]

Anyone?

[blitz]

It would be better if you first sent a letter to the orange head office (orange now not wanadoo I believe), and explained the problem and requested a refund of charges.

If they do not reply within 10-14 days (after you sent the letter) or do not respond positively then I am sure the forums can help you out claiming damages

[buzby]

You could try and take them to court, but the original error was yours, so in mitigation any claim against them would be reduced due to this error. It would be reasonable to expect them, as you are already a customer, to credit your account for your dial-up access (since you were already paying for this) but not those chareges for support.

[Gruffle Gaw]

Thanks guys. I'll send a letter to the Orange head office asking for the charges back, then come back here if I have no joy with them.