Marc Gander - The Consumer Survival Handbook


A 220 page introduction to all things consumer related by our own BankFodder.

Includes energy companies, mobile phone providers, retailers, banks, insurance companies,debt collection agencies, reclaim companies, secondhand car sellers, cowboy garages, cowboy builders and all the rest who put their own profits before you.

£6.99



Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

£19.99 + £1.50 (P&P)


Page 2 of 2 FirstFirst 1 2
Results 21 to 35 of 35
  1. #21
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Supanet - xxxxxxxxxx

    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.

    Attached Files Attached Files
    Follows
    0
    Following
    0

  2. #22

    Default Supanet - xxxxxxxxxx

    Hi Suzy

    I've unapproved the attachment because you've left personal dataicon in the letter. What did the fosicon say?


  3. #23
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Supanet - xxxxxxxxxx

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


  4. #24
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Supanet - xxxxxxxxxx

    Have emailed the fosicon - 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.


  5. #25

    Default Supanet - xxxxxxxxxx

    Hi Suzy

    Here is another avenue to resolution :-

    http://www.ispa.org.uk/

    http://www.ombudsman-services.org/communications.html


  6. #26

    Default Re: Supanet - xxxxxxxxxx

    Hi Suzy

    You need to write an Account in Dispute letter. Tell them that no new agreements were entered into, they were not sent any documentation and no further monies will be paid.

    Send it Recorded.

    Once you've done the letter can you post it up.


  7. #27
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Re: Supanet - xxxxxxxxxx

    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.


  8. #28
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Re: Supanet - xxxxxxxxxx

    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 yearsicon 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


  9. #29

    Default Re: Supanet - xxxxxxxxxx

    Hi suzy

    Thats fine, very succinct
    I've removed the ref. num.


  10. #30
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Re: Supanet - xxxxxxxxxx

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


  11. #31
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Smile Re: Supanet - xxxxxxxxxx

    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.


  12. #32

    Default Re: Supanet - xxxxxxxxxx

    Well Done Sue.

    If they try anything else don't hesitate to post. Shall I mark the thread 'Resolved'?


  13. #33
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Oct 2007

    Posts
    19

    Default Re: Supanet - xxxxxxxxxx

    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 .....................


  14. #34

    Default Re: Supanet - xxxxxxxxxx

    O.K. good luck with that.


  15. #35
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.




    Follow Real_CAG on Twitter
    Cagger since : Jan 2013

    Posts
    1

    Default Supanet beware!

    I can say that there has never been any email renewing any contract within all the time I had been with them, only an email about monthly bill so they were lying to you. I was a customer of Supanet for 12 years. Service was ok, not fast but ok. I was originally on unlimited broadband 11.99 a month. When they got taken over by a Cyprus company they upped it instantly to 17.99. I stayed as it was unlimited and seemed easier than swapping. Then it went totally crazy. I was called to say usage exceeded but was only a curtesy call to warn me (since when was my unlimted package capped?) however I let it go but the monthly bill shot up (so much for it was only a curtesy call). After some months I was thinking to stop and find another ISP when they phoned to offer a phone and broadband package. It sounded ok so I agreed. OMG what a mistake! Contract came, wrong deal. Phoned up, ok will send another. Wrong again. Phoned (long time on 0845 hold) 3rd contract wrong again. Then date of phoneline changeover came, from BT to Supanet, call quality dropped 50%, could hear clicks and dialling as if I was sharing a line with 20 people. Then phone went completely. Caller display disappeared, 1571 service disappeared. Phone line dead! Broadband dead! I called technical help from another house, they were SO rude. In fact all the customer service people (and I spoke to many) were unhelpful. The tech guy actually said, well I dont know whats wrong and by the way you have a new phone number, I dont want a new number I said, well you have one anyway he said! Can try and get yours back but no promises.' Then said 'and youre not going to like this but I dont know when your broadband will be back on either'. I asked lots of times for explainations why I had no broadband and why contracts were always wrong, and to speak to managers as advised on their own customer charter PDFicon. I was told, managers are ALL busy in meetings and anyway they dont come to the phone. I was promised (actual word used) one guy would call me back in 10 minutes after checking account. 2 hrs later sitting by the phone - no call. I called (loooooooong time on hold) another person said oh, he shouldnt have said he would call you back. I finally wrote to the headquarters (couldnt face another phone callicon)saying I am cancelling. I had lost money over Christmas as I sell from home and if anyone wanted to pursue any contract obligations, I would sue them for loss of earnings. As far as I am concerned they did not provide me with any service to pay for. Broadband went down beginning Dec and never came back. I have now switched to BT. My call to get MAC code went as you can expect! YOU CANT LEAVE, you are in a contract!! (oh btw they issued me with contract no4 after last call! I didnt even order anything!) I would like to think this is now over but I have just checked my online billing and guess what?!!! I am over 50 in debt and on the bill are 2 phonelines!!!! They are seriously crazy.I have cancelled the direct debiticon but remains to be seen what their next move is. Stay away. They are ok so long as you dont mind them having full control and heaven help you if you have a problem. BT in comparison were angels of mercy on the phone. Helpful, knowledgable and respectful.
    ps a friend of mine was also with Supanet, when they stopped they agreed to pay 10 a year to keep email address. Meantime they keep trying to charge 10 a month!


Page 2 of 2 FirstFirst 1 2

Reclaim the Right Ltd. - reg.05783665 in the UK reg. office:- 923 Finchley Road London NW11 7PE
We use cookies to personalise content and ads and to provide social media features. We also share information about your use of our site with our advertising and analytics partners. See details