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    • In the autumn of 2020, I decided to change energy supplier from British Gas to EDF. This went through with no apparent problem but after approximately two weeks, I received a letter from EDF saying "Sorry you're leaving us". I contacted EDF to say that I was not leaving and was told not to worry about it, that they would resolve it and to carry on with monthly payments to EDF.    Approximately 2 weeks later, I received a text message from EDF to say, "Sorry you're leaving us". I contacted EDF again to say I was not leaving and was again told not to worry and that they would sort it out. Two weeks later I had a third message, "Sorry you're leaving us...". I contacted EDF again, but this time raised a complaint because it was becoming stressful and annoying. I asked them to explain why this kept happening. After some investigation by EDF, I was told that Scottish Power was trying to "erroneously take over" my gas supply. I confirmed that I wanted to remain with EDF and did not want to move to Scottish Power. I was advised to forward any bill sent by Scottish Power to EDF so that they could deal with it, and not pay it. However, I have never received any bill from Scottish Power until July 2022.   I was then contacted again by EDF to say that Scottish Power was trying to take over my supply because my gas meter was registered at my neighbour's address, on the energy suppliers' national database. I requested that EDF change the details for me so that I could remain an EDF customer but was told that only the existing supplier could change the details and that I would have to contact Scottish Power and request that they change the details. I reminded EDF that I had never asked Scottish Power to supply me and that as my current provider, EDF should take on this responsibility, but I was told on a number of occasions that EDF could not do this and that I would have to contact Scottish Power myself.   I have since learned that I should never have been told this. Ofgem states that if a supplier tries to erroneously transfer a supply, the two suppliers involved should communicate with each other to resolve the problem as soon as possible, and not involve the consumer. However, this is where the real problems started. I contacted Scottish Power at least 20 times over the course of 2 months, by email, online chat and telephone and spent a considerable amount of time trying to resolve this issue. The main problem was that Scottish Power refused to discuss it with me because "I did not have an account with Scottish Power". I explained on numerous occasions that I did not want an account with Scottish Power and that I just wanted them to change the location of my gas meter on the national database, but they persistently refused. Scottish Power was generally very poor at contacting me, I was doing most of the running. My neighbour, who is supplied by Scottish Power and has been for many years, said that this has been an issue in the past but Scottish Power has never resolved it. He said that when I asked EDF to take the supply back from Scottish Power, his supply was also erroneously transferred to EDF against his wishes, causing even more problems. During this occasion, Scottish Power compensated my neighbour but still refused to assist me.   I have evidence of some of the correspondence between me and Scottish Power but not all because much was over the phone and on online chat. Each time I contacted Scottish Power a new member of staff dealt with it and so they had to record the same notes each time, considerably lengthening the process. I asked if Scottish Power could allocate someone to own the complaint but because I did not have an account with Scottish Power, this was not an option. After numerous emails to Scottish Power from my neighbour, who was trying to assist with the situation - sending his meter details, my meter details and asking that the database be updated with my address - he was asked to send photos of my meter to Scottish Power. I had already been asked this by Scottish Power and had duly sent them but received no response. My neighbour then forwarded the photos by his email to Scottish Power and they replied asking him to ask me to re-send the photos directly, which I did for a second time. This was the last correspondence I had with Scottish Power about the matter. They did not contact me again.   EDF contacted me to say that they had concluded the matter from their end and requested that they close the complaint, to which I agreed. A meter reader visited sometime after to read both meters and I (naively) assured myself that the details had been changed and that EDF had resumed supply. My bill increased, and my meters were then routinely read by a visiting meter reader every quarter. My last correspondence with Scottish Power was on 9th November 2020, when I emailed the photos of my meter for the second time.   Twenty months later, towards the end of July 2022, I was on holiday with my family. I came home on 13th August to find 6 letters on the doormat from Scottish Power demanding £2134.89 for gas supply. They are addressed to "The Occupier" so they have obviously not referred to my previous correspondence or attempted to ever resolve the initial request to change my details. This is contrary to recommendations made by Ofgem's "Erroneous Transfers" paper produced in 2016. One of the letters even says, "Welcome to your new home" as though they have no knowledge of the correspondence 2 years ago. I have received another bill from Scottish Power today demanding payment and threatening referral to a debt collection agency if it is not paid. The above Ofgem paper states that erroneous takeovers should be dealt with by the two companies concerned and not by the consumer at any stage. But in my case, it has been me doing all the running, all the phoning, emailing, talking online, etc. Neither supplier has really done that much and I believe that EDF should never have told me that I should try and resolve this with Scottish Power; and when I contacted Scottish Power, they should also have taken ownership of the problem jointly with EDF and resolved it directly with EDF.   I have taken legal advice and been advised that as this is a dispute between two energy suppliers rather than between myself and a supplier, it is more appropriate for me to contact both suppliers, summarise past actions undertaken by all parties, and request that the supply be transferred back to my original supplier. This sounds hunky dory but doesn't actually help. Two questions arise in my mind... 1. Do i have to pay the bill at all given that it is addressed to "The occupier"?  2. Should I provide my name in my complaint (not yet sent) or simply refer to myself as "The Occupier"? 2. I know I can refer to back-billing guidance but my instinct tells me I shouldn't have to pay any of this bill because the supply was taken over without my consent, I tried numerous times to resolve it to no effect, and was led to believe that I was then paying for the gas due to the actions of both companies. Does anybody think I have a case here and any suggestions about how to pursue it?   Many thanks if you have managed to read this far. Even more thanks if you have any advice :-)  
    • several other threads here too they will give up  just retail loss scammers, nothing ever goes back to the retailers anyway straight in their pocket straight down the pub!!   just like DCA's.   dont forget your cars v5c!! too   you MUST write to anyone one your credit file or banks etc, esp if you have debts that dont show that you might have last used/paid within say 7 yrs esle you'll get backdoor CCJ's.
    • Our produce is likely to be smaller, odd-looking, or even leathery after the hot, dry weather.View the full article
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Tiscali (& others?) Charging for Service Not Provided


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Over the past 6 months or so I've been having some fun with Tiscali and TalkTalk, ever since I switched from Tiscali/BT as my ISP/phone provider to TalkTalk. I've reached a sort of conclusion and am posting up the experience here in case it's of any help to anyone else.

 

I switched from Tiscali/BT to TalkTalk in June 2007. During the whole process I double/triple checked with TT that there was nothing I had to do to make the changeover ... they said no, they would take care of everything.

 

In August I received a letter from Tiscali saying that I still owed them money for their service. I phoned saying "you must be mistaken: I've switched over to TT": they said it didn't matter whether I was still receiving the service, my T&Cs clearly stated that until they were informed that I was no longer receiving the service they could keep on charging me for it. I checked the T&Cs ... blow me down if they don't say precisely that. So, according to them, I owed Tiscali £30.

 

Deep breath.

 

So I phoned TT and said "Hey, you guys told me you would take care of everything. How come Tiscali are saying they weren't told I was switching provider?" TT said they would have been told.

 

So I phoned Tiscali saying "Hey -- TT say they told you". Stuff & nonsense say Tiscali. Then their representative made the direct allegation that TT had been involved in slamming. This is the practice of unplugging a house from one provider and plugging it into another **without the household's consent**. Obviously not the case here, but the allegation was very clear, that TT routinely unplugged other providers in favour of themselves without notifying anybody.

 

So back I went to TT and said "You know what? They're calling you a bunch of liars. Do you mind putting what you told me before into writing please?" Suddenly all the TT customer representatives got attacks of the nerves and kept putting me on hold.

 

Fed up, I write to TT's Customer Services Manager. 90 days passed so, as is allowed, I raised the complaint with OTELO in Novemeber 2007. "Basically either TT or Tiscali is lying: sort it out please". [NOTE: Tiscali are outside of OTELO's "jurisdiction"]. In the meantime Tiscali passed the matter over to a debt recovery firm, who kindly backed off when I said "Well, you know I've got OTLEO involved now so it could take forever to resolve". Not heard from them since.

 

OTELO's response, in January 2008, gob-smacked me. They didn't consider my complaint as being active becasue it was over 10 days since I had last heard from TT, and so they couldn't get involved. WHAT???! OTELO's own code says you have to wait 90 days ... of course its over 10 days! Blinking cheek of it. In any case, I spoke to a helpful lady there and wound up writing AGAIN to TT, this time just saying "you got the last letter" (I always send these things Signed For) "now answer".

 

I got a response. Not a letter, an actual phone call. Very nice chap, very apologetic. Not obsequious or anything, just wanting to sort stuff out and, again, very sorry that I had had to get OTELO involved. Hmm, yes, OK.

 

He said that he'd come across these kind of difficulties for people switching to TT before. His first suggestion was that he write a letter to me, to be passed on to Tiscali, stating a few things. See what Tiscali's response to that was. So he wrote me the letter ... it did come directly from him and stated he worked "for the CEO's office". Not sure if I should be impressed, but it must be better than the monkeys in their North London barn.

 

I was preparing to forward this on to Tiscali when he phoned again. "Look," he said, "You go on and persue Tiscali if you want, but how about we credit your TT account with the £30?" Sure I said. I understand that TT can't really pay Tiscali directly and an admission of guilt from either side was always going to be like pulling teeth out of a very stinky-breathed troll.

 

So there we have it now, TT have paid £30 as "full and final settlement".

 

LESSON: always make sure that the guys you're switching to promise to do all the work needed to make the change. However, I still can't get that allegation of slamming out of my head...

 

 

 

In the meantime, the same chap made a very interesting comment

about a different company, not one I've mentioned here. He's since repeated the comment in writing. I'm no lawyer but I think this opens the door to alot of people who have been double charged, like I was, to get their money back. However I'd appreciate the input, even if informally, of someone with more legal nouse than me. PLEASE, can anyone help out?

 

Hope this helps.

Prelim letter to HBOS -- 15/01/08

LBA to HBOS -- 30/01/08

Complaint to OFT Re: HBOS -- 30/01/08

 

 

I'm a professional journalist. If you would like to talk in confidence about your experiences, please feel free to PM me.

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Hi britesprite,

 

Sorry, I've just noticed that you haven't had a reply to the above yet. This definitely isn't my area of expertise, but I imagine a few others will find this post very interesting and I'm sure somebody will be along soon to comment on the above.

 

Best wishes :)

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  • 2 weeks later...

Hi woad,

 

The allegation was made specifically by a rep. at Tiscali against TalkTalk's business practices. He specifically said that they practised slamming, in that many words.

 

I must clarify that this was not the case in my circumstances as I had given my consent to the swap being made. However the Tiscali chap was both pretty forthright and very definate in the accusation.

 

These forums are full of evidence that customer service for all (all?) ISPs is crap to non-existant, but -- IMHO -- this is far too specific an allegation to be simple hogwash.

 

Thinking about it, I wonder if OTELO took it on board when I wrote to them. Hey ho.

 

I did come across a definition of slamming somewhere which was very good, had about 12 different "actions" which could be contrued as slamming. (rustles through piles of electronic documents) Will post it up here if I ever find it again.

 

Cheerio!

Prelim letter to HBOS -- 15/01/08

LBA to HBOS -- 30/01/08

Complaint to OFT Re: HBOS -- 30/01/08

 

 

I'm a professional journalist. If you would like to talk in confidence about your experiences, please feel free to PM me.

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Going back to your original problem I suspect Tosscali really, but TT not being able to prove it. I moved from them to BT and they continued to bill me.

 

So I said can I have my payments back.

 

They said yes, of course.

 

Then I said can I have my premium rate call charges back for phoning your support line ?

 

They said no. I could use their email service.

 

Then I pointed out it required a Tosscali account to be active and mine wasn't.

 

They said yes to the refund.

 

The funniest part was the letter from Tosscali demanding a signature as proof of ID before they would deal with my complaint and sort out a refund.

 

Funny first of all because I have never signed anything I have written to them (I ordered and paid online), so they have not one clue what my signature may look like.

 

Secondly there is nothing in the Data Protection Act saying they need a signature - they were happy to send bills here for example.

 

And thirdly - and this was the killer - it arrived the day after my refund cheque.

 

Tosscali are mince, avoid avoid.

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I am currently in exactly the same position having changed from Pipex Homecall (Tiscali) to Talk Talk late last year. I'm still getting bills, which I thought for the first month were a sort of, "whoops you're in credit, haven't got our act together yet" kind of thing, but nooooooooo, the bills keep arriving.

 

I've been ping ponged between the two until I've slammed the phone down in frustration. Does anyone have a direct contact at Talk Talk or Tiscali who would action this if I phoned them??

 

Any help appreciated.

:lol: Sweetrevenge :lol:

Don't get mad - get even!

If I've helped you please hit my scales 'n' bump my rep!

 

RBS (My A/c) S.A.R - (Subject Access Request) sent /10/06, statements rec'd 20/10; Prelim sent 3/11/06, s*d off letter rec'd 20/11; LBA sent 28/11, Settlement offer rec'd 18/12

WON at LBA with compound contractual interest £607

 

RBS BF Account S.A.R - (Subject Access Request) sent 4/11, part response rec'd 28/11, further info sent 3/12 awaiting statements at 20/12, Sent LBA 19/01/07. Received all statements resulting in 3 claims, £1,278, £4,279 and £7,250(!) all with contractual interest.

 

 

This is now very out of date!!!!

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slamming watchdog did a programme on it about three weeks ago...

patrickq1

http://www.consumeractiongroup.co.uk/forum/welcome-consumer-forums/107001-how-do-i-dummies.html

 

 

 

 

Advice & opinions given by patrickq1 are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional

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I am currently in exactly the same position having changed from Pipex Homecall (Tiscali) to Talk Talk late last year. I'm still getting bills, which I thought for the first month were a sort of, "whoops you're in credit, haven't got our act together yet" kind of thing, but nooooooooo, the bills keep arriving.

 

I've been ping ponged between the two until I've slammed the phone down in frustration. Does anyone have a direct contact at Talk Talk or Tiscali who would action this if I phoned them??

 

Any help appreciated.

 

I was told by Tosscali that they continued to send bills because BT hadn't told them I had used my MAC code to move away, basically they blamed BT. I got something in writing (well email anyway) from BT saying oh "yes we did".

 

I was then told by Tosscali that indeed BT probably did but their (Tosscali's) systems were not joined up enough to tell the billing department that another sap has managed to break free.

 

I assume you have emails from Talk Talk stating when the service was started, in which case send them to Tosscali customer services in writing and state you won't be paying them as you were not using their service and to update their records accordingly.

 

This is thr address I used :

 

Tiscali Customer Service, PO Box 7206, Kiln Farm, MK14 6XG

 

Forget the "email us your problems" approach, it doesn't work. And being on the phone with them is just sooooooooooooooooo frustrating.

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