3 Billing Problems - Page 3

buzby · 28th June 2007, 16:15

It's unfortunate their 1st level call centre in India is so reluctant to pass issues like these to Glasgow so they can be resolved. I'd call them back and insist a callback, as you are not satisfied by the lack of explanation you're received from them in this matter.

CaptainJack · 29th June 2007, 11:29

I've given up with the calling, they never wseem to write anything on the cpmuter, have to go through everthing again and again. Benn writing to them for a couple of months but they refuse to explain the charges, I'm supposed to just take their word for it that they are correct.

buzby · 29th June 2007, 12:02

Very wise. You need a paper trail to prove your ongoing attempts at resolving the matter, something you cannot do if you deal with a call centre.

CaptainJack · 29th June 2007, 12:15

It's the same letter every time, with a couple of paragraphs added on at the bottom, from a different person each time.

All they say is, pay up, they can't tell me what internet sites were visited (apparently they don't keep a record of this) but the charges are correct.

They also cannot trace my call of complaint abd of terminating the contract ( one day into it so withing the cooling off period). funny how Operators are swelective in what they type. They claim the only record of phone calls is what the operator actually types into the computer system.

I only did it verbally as I was so wound up by then, the operator (in India) said it was my perogative to cancell and it would be sorted but you can guess what really happened.

Been writing for about 3 months now, on 8th letter, any suggestions what to do next?

CaptainJack · 19th July 2007, 11:59

At last I seem to be getting somewhere. After 9 letters to 3 I finally got a call for the Executive Office. The guy on the phone finnaly agreed that there could have been a problem with the overcharges for internet use after all and has agreed to wipe off the overcharges and start afresh. I also managed to lower my monthly payments and told them to make sure the DCA get off my back.

Just waiting for the written confirmation before I jump for joy !!!

buzby · 19th July 2007, 12:22

Good news - but before you sign off on this, DO make sure that any adverse data they have supplied to their CRA is also removed from your credit file - this is often overlooked!

CaptainJack · 19th July 2007, 13:34

That is one of the points I insisted on with them. fingers crossed.

Thanks for the advice

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