jampot vs Bulldog

[jampot]

Here's an interesting one for you... I'm after some advice.

In October last year I switched phone and internet to Bulldog, as BT wouldn't provide anything higher than about 2mb on my line...

Connection didn't go without a hitch, and I had to get rather shirty as they left me without service for over a week, as they cocked up dates etc. But that isn't the problem.

Between Xmas and New Year, I noticed a large chunk of money vanish from my account. I phoned the bank and they advised it was a DD to Bulldog.

I phoned Bulldog and they said "Sorry jampot, you called us in November (about a week after I connected!) and asked us to cancel your services. So the £359 is because we're issuing a final bill."

I was a bit gobsmacked to be honest. Obviously I didn't call to cancel, and can only think of 3 possible scenarios:

1) someone called to cancel their own account. Agent bought up my details by mistake, and cancelled my account in error.

2) I've p*ssed someone off and they've decide to cancel my account in retaliation

3) I'm suffering from a mental disorder of some kind, and DID cancel my account, but have no recollection of it.

It isnt feasible that someone cancelled on my behalf. I'm careful with personal data, and live alone. Zero chance that anyone (friend or foe) would a) have the required details to pass Data Protection Act checks or b) would cancel my broadband.

Anyway, I went through a big argument at the time, as they accused me of being a liar (when I said I didn't cancel) and then said that, as it had been cancelled, my services would go off and would need to be reprovisioned - with a 30 day lead time.

Somewhat surprisingly, however, my services didn't get cut off. My broadband and phone (although the phone is never used) didn't get cut off. Bulldog tried once again to take the full amount by DD (I got my bank to repay the first time under the DD Guarantee) but I reclaimed it (again) and emailed them (again) telling them I would give them new DD details if they were prepared to bill me properly.

So, to cut a long story short, they chose not to reply and its now April. They say they can't bill monthly because they need to collect full payment on a cancellation. I hold that my account isn't cancelled (they're still providing service!) but they're having none of it. We reached an impasse, so I left it there. I'm not disputing I owe them money, but I won't pay £359 for the year up front out of principle.

Right. Fast forward.

I've had broadband problems this week. First time was 01/05 but it was too late to phone support, so I just waited and it came back online.

Tonight it went off at 19:45, so I phoned support. "Sorry, can't help you as your account has been cancelled."

And it made me angry again. Why? Because I never got to the bottom of what happened the first time.

So... I want to know why my account was cancelled. Because the tech guy I spoke to almost let slip. "Perhaps someone misinterpreted what you said and thought you wanted your account cancelled..."

If that's the case, some quite senior people at Bulldog have been telling utter porkies.

Should I submit a S.A.R. - if so, where do these things get sent and who do I address to?

[buzby]

I think Bulldog require cancellations in writing, if they do - ask them to provide a copy of your cancellation letter. Or if they record phone calls, where you specifically stated you required cancellation. If they cannot provide either, they've not a leg to stand on.

Incidentally, if BT cannot provide 2Mb+ services on your line, in is unlikely any other firm can beat them speed-wise. Only in very few cases will an ISP have improved kit at the exchange to permit faster connections, it's usually the other way around.

[jampot]

Here's a question - if I issue a Subject Access Request (or if anyone does) what's to stop them leaving certain (incriminating) things out, and just sending part of my file(s)?

[joe1965]

Bulldog were bought out by Pipex a while ago. Use this as an opportunity to go to a new supplier as Pipex are terrible and their customer services even worse.

[buzby]

Originally Posted by jampot

Here's a question - if I issue a S.A.R - (Subject Access Request) (or if anyone does) what's to stop them leaving certain (incriminating) things out, and just sending part of my file(s)?

Absolutely nothing, however if they are found out to have falsified your file (instead of blanking out sections they deemed inappropriate) they could be heavily fined.

[jampot]

Originally Posted by joe1965

Bulldog were bought out by Pipex a while ago. Use this as an opportunity to go to a new supplier as Pipex are terrible and their customer services even worse.

I'm moving house in August, and have no intention of retaining their services unless I have to, but I'd rather not go through all the hassle of assigning my line back to BT (and losing service again) just for the hell of it.

Despite the billing of my account being wonky, and my account showing as "cancelled" on their system, it has been working fine since inception, apart from the 2 periods of downtime this week...

I've emailed their customer service and complaints department (again) this time specifically requesting the name and address of the person to send a S.A.R. to, as well as their charge (if any) for processing it.

It's worth £10 to find out what's being going on, as nobody there can seem to give me a straight answer, and even say there's no way I can now be billed monthly...