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    • what rights of access do you have on your agreement with the landlord?   i suspect you shouldn't have to pay a thing.
    • then there is your proof to them why would you pay for BB twice!!   for my notes: GENERAL NOTES ON CHARGEBACK & Continuous Payment Authority & BACS   .....  We have been telling people to put a letter into their bank instructing them  not to make any payments under any circumstances to these companies  . http://whatconsumer.co.uk/visa-debit-chargeback/- it works! usually this should be done using the number on your debit card  .  banks MUST follow written intructions from their customers ! . CANCELLING YOUR DEBIT CARD DOES NOT STOP CPA'S  .  This fsa guide has now been updated:  . http://www.fsa.gov.uk/static/pubs/consumer_info/know_your_rights_guide.pdf http://www.fca.org.uk/news/continuous-payment-authorities-your-right-to-cancel https://www.fca.org.uk/consumers/unauthorised-payments-account  .  Here's the text:  .  Cancelling a regular  card payment:  .  When you give your credit or debit card details to a company and authorise them to take regular payments from your account,   such as for a gym membership or magazine subscription,  it is known as a ‘recurring transaction’ or ‘continuous payment authority’.  . These are often confused with direct debits, but do not offer the same guarantee if the amount or date of the payment changes.  .  In most cases, regular payments can be cancelled by telling the company taking the payments.   .  However,   you have the right to cancel them directly with your bank or card issuer by telling it that you have stopped permission for the payments.   Your bank or card issuer must then stop them – it has no right to insist that you agree this first with the company taking the payments.  .  Be aware, though, that you will still be responsible for paying any money that you owe. and that CANCELLING YOUR CARD WILL NOT STOP THE CPA  .  ..  .  New june 2013  .  Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.  .  Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement   by contacting their card provider, the Financial Conduct Authority said.  .  The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs)   due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.  .  CPAs, which are also commonly called recurring transactions or recurring payments,   are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.  .  Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when   a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by   mistake following cancellation by a customer the customer will be refunded immediately.  .  In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-  cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints   since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.  .  Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today   customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.   . “We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue.   From now on we expect them to be getting this right. In addition, they have committed to review past complaints.” .  .  Also mentioned your displeasure that as whomever took your money had obviously attempted this many times   probably activating your banks own anti fraud software - nobody had the decency to inform my you this was going on.? .  .In the FSA's own words:  .  ..  What should I do about a payment from my account that I didn’t authorise?  .  Your bank must refund an unauthorised transaction.   Money can only be taken from your account if you have authorised the transaction   or if your bank can prove you were at fault –  . see below.  Contact your bank immediately if you notice an unauthorised payment from your account. .  If you are sure you did not authorise the payment, you can claim a refund.  .  However, your bank does not have to refund you if you do not tell it about the payment until 13 months  or more after the date it left your account.  .  Your bank must refund an unauthorised transaction  .  ------------------  .  Your bank may only refuse a refund for an unauthorised transaction if:  .  ? it can prove you authorised the transaction  – though your bank cannot simply say that use of your password,   card and PIN proves you authorised a payment; or .  ? it can prove you are at fault because you acted fraudulently,   or because you deliberately,   or with gross negligence, failed to protect the details of your card, PIN or password in a way that allowed the transaction  .  -----------------------  .  How quickly must my bank refund me for an unauthorised transaction?  .  The bank must make the refund immediately unless it has evidence that one of the above reasons applies.   Your bank may ask you to answer some questions and fill out a form confirming what has happened,   but it cannot delay your refund while it waits for you to return the form.  If the bank has evidence that one of the above reasons for refusing a refund applies,   it may investigate before making a refund   but must look into it as quickly as possible.   If your bank rejects your claim for a refund it should explain why.  If the transaction was on a credit card, the refund may not happen immediately.   But the card issuer cannot charge interest or ask for repayment of the amount unless it can prove you are liable to pay        
    • Only asking because I want to get my facts right before I approach the bank! Yes, BT is coming out of the same account.
    • not if they want to make the OP the named claimant no!! let them take the other party to court themselves!! the op can be a witness then..   one bitten...read this thread..      
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    • Hi,  
      I was in Sainsbury’s today and did scan and shop.
      I arrived in after a busy day at work and immediately got distracted by the clothes.
      I put a few things in my trolley and then did a shop.
      I paid and was about to get into my car when the security guard stopped me and asked me to come back in.
      I did and they took me upstairs.
      I was mortified and said I forgot to scan the clothes and a conditioner, 5 items.
      I know its unacceptable but I was distracted and Initially hadn’t really planned to use scan and shop.
      No excuse.
      I offered to pay for the goods but the manager said it was too late.
      He looked at the CCTV and because I didn’t try to scan the items he was phoning the police.
      The cost of the items was about £40.
      I was crying at this point and told them I was a nurse, just coming from work and I could get struck off.
      They rang the police anyway and they came and issued me with a community resolution notice, which goes off my record in a year.
      I feel terrible. I have to declare this to my employer and NMC.
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      The police said if I didn’t do the community order I would go to court and they would refer me to the PPS.
      I’m so stressed,
      can u appeal this or should I just accept it?
      Thanks for reading 
      • 16 replies
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Hi all,

Have had problems with BT Btoadband since 17/07/2010, at one stage i had no service for several days, which meant i could also not use my BT vision (as it runs via broadband), i also missed a mortgage payment which meant a £40.00 charge! as i do a lot of my banking online.

I have also called thier customer (none)services, which did put me on priority, the problem was found between their green box and the exchange, and would repair it asap.

It has been running and dropping since. The last one dropped big time last Friday, I called again and this time told them as we (myself and BT) have a contract, it was them that was breaching thier side as i was paying for a service which i was not getting supplied with, am now waiting for engineer to visit me.

If nothing is sorted out to my satisfaction, where do i go next? would legal action suffice?



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Terry, heres the "BT Code of Practice" which will outline how to complaint and escalate the complaint if you're not satisfied.



Page 17 is the "how to complain" and "if you are still not happy" bit :)

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)


Or send a cheque or postal order payable to Reclaim the Right Ltd.


923 Finchley Road London NW11 7PE



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Thanks locutus,

It seems all sorted now as new piece of wiring was changed, new inbuilt wall asdl filter also fitted, and today received a new homehub, so far so good.

Thanks for the info, have kept it in case :wink:

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Glad it's all sorted. Thx for the update.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)


Or send a cheque or postal order payable to Reclaim the Right Ltd.


923 Finchley Road London NW11 7PE



Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)


If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site


Please also consider using the

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I worked for BT Yahoo! call centre in Exeter for a short while and during my training was told that if we really need to keep someone sweet on the phone every call agent was authorised to issue a months' free line rental for each call and this wasn't limited to x number a week or to any particular individual.

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Hi people,

Well it was not sorted, that is why i have not posted for a while, here follows the sorry state of affairs i had with BT Broadband, get a cuppa before reading:lol:



Reported Internet fault to Bt, did a line check and found fault on the line, was told to inform my supplier (post office home phone).

Rang Post Office Homephone to report above fault, they would also run a check and to call back in 10-15 minutes.

Called back to see what the problem was only to be told by an Asian sounding guy they would call back later, I explained to him that I was asked to call them regarding a fault, he insisted that they were busy and THEY would call me later, I also insisted that I was to CALL THEM within 10-15 minutes, told him that I also work for Royal Mail Group and was not happy with the way I was being misshandled, he kept being argumentative about THEY would call me later, I was so hacked off I hung up fuming.

I then recalled, was answered by a very helpful lady, who informed me that there was a fault and would be reported to BT engineers. Now that last call put me in a much better frame of mind.


Still cannot connect to the Internet, although I could after 10pm last night and before 10am this morning. Broadband should be top performing 24 hrs a day as it has been up until Saturday (yesterday).


BT called me and said that the broadband problem is at the exchange, and should be fixed at the end of the day, a call from the egineers etc would confirm this.

2100 had no call, broadband still not working.


Nobody turned up from BT, rang them and told them an engineer was booked for today, they said nothing was on Their system I said that I received a text message last night confirming today's visit

"We'll visit you on 27/07/10, between 13:01 and 18:00. To change any of these details call 0800 111 4567. 20:33


Spoke to their complaints manager, who said that 10 days was not good and would speak to the engineer side so as to make this a priority, and would call back, I pointed out that I would contact Ofcom if this continues, he wanted to get it sorted and would call me back tonight.

Seems as though the right hand dosnt know what the left hand is doing.

BT called back and said they are running tests on the line (yet again) and will call me back.

Probably tell me there is a fault and to report it to my supplier (yet again).

Called me again to inform me an engineer will call Wednesday 28/07/10 between 13:00 and 18:00


Broadband down again

Called Bt to make a complaint.

Told complaints manager He/BT are not fulfilling thier part of our contract


Broadband still not working.

BT called to inform me that work is being carried out and should be completed by Friday. I informed him that I have made a complaint to Ofcom. He had a could not care less attitude. Another engineer will be arranged to visit me (4th) and another half day lost.


Bt complaints called to say an engineer will call o Tuesday 24/08/10 and hopefully problem sorted, I sasid this have been done ages ago, she did appolagies and mentioned compensation regarding their customer code. Time more time wasting excuses.


No engineer, and still no service, BT are the most useless bunch of idiots around. called BT, guess what, nothing on their system for a visit.


had enough, signed up to Sky, managed to find, through mobile costly internet, the ceo`s email address, message was as follows:

Dear Mr Livingstone

Myself and BT have a contract, I pay for a service ie Total Broadband, and you supply the service.

But since 17/07/2010 I have recieved little service, and since 13/08/2010 I have received no service at all!

This is a breach of contract, and I am cancelling this on the 02/08/2010.

I cannot belive BT run a complete inept service, I used to be a great supporter of the Total Broadband service before the afore mentioned dates, but I do not want an unreliable service, unreliable engineers and an unreliable customer service who never seem to know what's going on.

I have raised this issue with Ofcom, Ref no 1154753556, who also agree that you have breached the contract between us.

I should also point out that I will be seeking compensation, to which I am entitled to.

Yours Dissapointedly

T Hackney (Mr)

I had a call that evening from senior complaints manager, Darren Rogers,

and an email:

Dear Mr Hackney

Thanks for speaking with me today and I'm sorry we haven't been able to sort this out for you.

What I've have done is to provide a MAC - (valid until 26/09)

Also, once you receive your final BT Total Broadband bill, there may be termination charges on there. Don't worry about these, I'll arrange for these to be removed.

I hope you're happy with what I've done for you. I'm sending an email about how I've dealt with your case and BT in general. Please give us your honest opinions.

If there is anything else I can help with please give me a ring or drop me an email. For anything else our customer services are happy to help on 0800 800 150 or online at www.bt.com.

Once again, I'm very sorry for the problems you've had.

Darren Rogers

Executive Level Coplaints (BT Retail)

I have not recieved an email about how he has dealt with my case, and BT in general, I have, of course kept the email, incase they decide to chase me for the money i may owe on cancelling my contract early, i would love them to take me to court, as i have plenty of memos that i have kept on bt on a daily basis regarding their crap service.


Back on Broadband with Sky.

BT could not fix problem for 7 weeks, gone over to Sky and problem sorted within hours!!

BT are CRAP.

I hope this note has not gone on too long, but i felt i had to let you all know, that BT are the worst for customer services etc, and do not put up with it.

As i may of stated, you pay for a service that is not supplied, to me that is breach of contract.

Any comments peeps?

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my cuppa has gone cold! :lol:


imo, sky will provide a better b'band service re speed as they are an LLU. sky's service is 'rate adaptive' and they use their own equipment at the exchange. their equipment is supposed to better than bt's. bt use Dynamic Line Management which means if your line disconnects a few times, the line speed will drop and will only return to normal after 72 hrs continuous connection!!!




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