I am happy for you to mark it as resolved. Once again, thank you. I doubt that they will try to go to Court for the £14.99 (or £13.99 if they manage to work out how much they think my neighbours owe them), but if they do will certainly share our amusement with you! I am wondering if they may put something with the Credit Referece Agencies when they realise they are not going to get any more money, must remember to check in a few months time. I think there are thousands of people out there thiinking that they have to pay for broadband contracts that they have not agreed to and haven't got the will or know-how to demand proof of the debt so they just pay it. Over the past few weeks I have read so many postings on websites giving that impression and I bet that most of them are pensioners who have no idea they are being taken for a ride and pay up rather than try to fight it as they don't feel they have the strength to get into a battle with aggressive broadband suppliers. I shall move on to my next battle now, speaking to my council about a serious breach of Data Protection through not realising they had put the wrong attachment into an envelope disclosing some very personal details about someone we know!. I may be back sooner than I think .....................

We have finally received a reply from Supanet, not their usual - almost by return - but over a week later. This is what the body of the letter says:- Thank you for your recent correspondence in relation to the above account. After investigating your complaint I can confirm that I am unable to find any order confirmation to support our claim of the contract length and therefore agree that your service - although showing on our system as in contract, may not actually be. I have therefore removed the costs associated with the remainder of the contract and the cancellation fee. I do however require you to pay the monthly cost up until the date of closure: 28/06/12. This amount due is £14.99 only and can be paid with a card on 0845 120 4473. Alternatively, you may send a cheque or postal order to the address above. I do hope this is a fair solution to your issue, however if there is anything further we can help with then please do not siditate to contact us again. Bearing in mind the monthly cost was £13.99 and not £14.99 and it was paid 2 weeks before the supply was ceased, they have had 2 weeks beyond the cease date paid for. Obviously they won't be getting any more money from my neighbours. Just to make sure it becomes more difficult for them to behave like this to others I have send details to Ofcom and have added feedback about them on some website, one in particular is MoneySupermarket who have added it to their test case archive and asked if we would be willing to speak to journalists about it. Of course we said yes and now hoping to hear more from them in the not to distant future. Thank you for your support and advice during this disupte, most of it I was able to cope with myself but the 'Account in Dispute' advice was invaluable to me and I wouldn't have know about it without your help.

Thanks for that, will print it and send it today by recorded delivery.

I have written the letter as advised after going through a lot of other posts to get ideas on the wording. I have not sent it yet, thought it best to let you have a look at it first so you can let me know if you think I have left anything out or need to add anything else. Many thanks again for you help and advice. 8 June 2012 Supanet TCS Support Centre Time Technology Park Blackburn Road Burnley BB12 7TW Dear Sir/Madam ACCOUNT IN DISPUTE REF: xxxxxxxxxxx With reference to your letter demanding the following Remainder of contract £139.90 Cancellation fee £39.99 Current outstanding balance £13.99 Total to cancel account £193.88 I dispute all of the amounts detailed. The only contract I have ever agreed to with you was 6 years ago so no further contracts have ever been offered or requested since. The cancellation fee cannot be demanded as there was no contract to cancel since the only one I have ever agreed to expired 5 years ago. Since the new laws regarding these contracts came into force I have not agreed to any new contract with you. I have never asked for or received any upgrades or downgrades to my service which may have ‘assumed’ a new contract with you. I do not owe you any outstanding balance as you have been paid for all the time that you were supplying my broadband and for approximately a further 2 weeks beyond that. I would ask that no further contact be made concerning the above account unless you can provide evidence as to my liability for the sums in question. I await your written confirmation that this matter is now closed. Otherwise I will have no option but to make a complaint to Trading Standards and also inform the Office of Fair Trading of your actions. Yours faithfully

Will do, thanks for the advice and the 'other avenue to resolution' (ispa) did not know about that one. Might not get the letter on until tomorrow now but will get stuck in in the morning. Thanks again.

Have emailed the fos - only did that this morning so awaiting a reply. If it takes too long will probably contact Trading Standards, also considering Rip Off Britain, Watchdog etc.

Hopefully the letters are back on now. Please let me know if the letters can be read.

Have struggled over adding these letters, couldn't follow the instructions but have ended up with this and don't know if it will work or not. If not will try again. I have never done anything this complicated before so hope it works. Supanet letter converted to Word (2).doc

I have tried to add this letter but it doesn't work, I had scanned it to a PDF but it doesn't show on here the way it is in my file. Sorry, will try to find a way round this problem.

Thank you again for your help, will let you know as soon as I hear from the Ombudsman. I shall now try to post the scan of the letter received today.

Nothing much has happened over the Bank Holidays to update you with. I sent one more letter, this time to the Accounts Department, the person who sent the 'final' invoice. On the assumption that this person had no idea of what had been happening previously I wrote a letter detailing why this money would not be paid and asking for proof of any contract. I told this person that the Customer Services person had a bullying and intimidating attitude and considered that not only were any further payments warranted or due but there is probably a case for compensation as a result of this persons attitude. A reply arrived today which I have scanned but cannot add it as I have not submitted enough posts yet. They are now saying that the 'contract' expires in November 2012, previously they said it expired in February 2013. They have also included a letter that they claim they sent in September 2011 which is called an 'Order Confirmation' This states it is for Broadband at £13.99 per month, no mention of how long for just 'Contract as per standard terms' No attached terms and conditions even though it says they are attached. Signed by 'The Supanet Team'. No mention of any department or person supposedly spoken to. This letter has obviously just been prepared and backdated to try to justify their demands. I have now written to the Ombudsman with all the details and awaiting a reply. I do not know how long it will be before I hear from them but hopefully it won't be too long so I can reply to this latest demand before they try to send a CCJ as this could be very frightening to my neighbours.

Thanks, I was thinking what you have suggested, nice to have it confirmed. They are trying to claim that a new 18 month contract was negotiated last September which it certainly was not and contracts have never been discussed in the past 5 years since the original 12 month one expired. Also the service last September was downgraded by Supanet without my neighbours knowledge, they thought their laptop was getting slower! The direct debit was cancelled immediately after the verbally aggressive phone call that followed the letter I sent informing them that my neighbours were going elsewhere for their broadband.

There have now been some developments. The letter to the Managing Director was sent by recorded delivery, would have arrived last Monday and was followed by a phone call from the usual contact at Supanet. He insisted my neighbours were making a mistake by leaving, as no-one would be able to give them a better deal than Supanet (which he said included BT Infinity supplied by Supanet!), he also said that I was wrongly advising them and accused me of taking advantage of a couple of Pensioners! I didn't tell him that I am also a Pensioner. We had received the MAC code the same day so told them that we would be using it straight away. The person who rang from Supanet was extremely rude, argumentative and shouted me down during the whole conversation. My neighbours were given a Supernet email address when they first joined 6 years ago but only used it for a couple of weeks then opened a different email account which they have used ever since. Since then the Supanet account had never been looked at so just to be sure I checked it to see if there were any emails from Supanet confirming any 'new contracts' or any emails advising of Terms and Condition' at any time during the past six years and there were none. This email account will be deleted by Supanet on Monday when their service ceases apparently. When calling Supanet there is no announcement that 'calls are being recorded' and my neighbours, who are not stupid as Supanet seems to think, they are adamant that no-one from Supanet has ever spoken to them about continuing their Broadband supply so the contract has rolled over each year without discussion. They have had an annual call from Supanet asking them if they are 'happy' and that's it. After the unpleasant call from Supanet, offering other 'deals' that they say are better than they can get anywhere else, we activated the MAC code with a new supplier and the change over will be on Monday. In the meantime Supernet are now asking for a large sum of money in a letter as follows:- Remainder of contract - £139.99 Cancellation fee - £39.99 Current amount outstanding £13.99 The last amount of £13.99 was paid by DD on the 8th May. They have demanded payment of this within 7 days! Needless to say my neighbours are concerned but still insist that they have not agreed to any further contracts from Supanet in the past 6 years and there is no paperwork or emails confirming any. They have all their original letters agreeing to the supply when they first had their Broadband connected 6 years ago and no correspondence since. I am not sure what the best move is now, should I write back to Supanet and ask for proof of this non-existent 'contract' or go straight to Ofcom, Watchdog etc. or just ignore it and wait to see if a CC arrives in the post? I am furious at this treatment of my neighbours and I want to handle it properly for them so appreciate any advise that keeps me calm and in control!

Thank you, will do a letter tomorrow and send it recorded delivery for Zuber Mohsan's attention.

I have found Supanet's address - it's in Cyprus! Not sure what to do now, does anyone know if there is an address in the UK? Thanks.