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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
      We had a 10yr  finance contract for a boiler fitted July 2015.
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
      You only have to look at TrustPilot to get an idea of what this company is like.
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
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      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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Call provider changed bundle - we received no notification

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We are with a home phone call provider.



We were on a plan for many years where



we received 1500 minutes to international destinations.



This past month we received an exorbitant bill for over £500.



When we called the company they said that they had sent a letter to all suscribers that the plan was being cut to 1000 minutes.


I told them that we hadn't received the notification,

they offered to halve the bill.

Obviously we aren't happy at all as we had no notification and this is very unfair.


I called consumer advice and



they advised to follow the internal complaints procedure and ask for proof of postage.



I did this but they just responded that they are not obliged to send post recorded delivery

(they obviously misunderstood the term proof of postage).



I am planning to escalate this to their 'final destination' for a deadlock letter and then take this to the ombudsman.



I am afraid that they may retract their offer and we really cannot afford this.


My questions are:

1. Can they withdraw their offer to discount the charge by half if I go ahead with the complaint and take this to the ombudsman?

2. Am I following the correct course of action?


Many thanks.

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Hi skybooks


They could withdraw the offer.


If they are correct and did send out notification regards change in minutes it's surprising that they have offered to reduce the bill.


You could send them a SAR request, they will send you all the data they hold on the account, that should clear up what they sent and when they sent it. The SAR request costs £10 and they have 40 days to comply. There should be a template in the library.


Again if they sent it, it doesn't mean that you received it.


The following is guidance from OFCOM on Complaints:-




You've spoken to Customer Services, why not escalate your complaint to the CEO.


Write a Formal Letter of Complaint, mark it as such. Explain what's happened (company changed minutes), how they have let you down (didn't inform you) and what you want them to do (apply the old T & C's to the latest bill).


What's the name of the provider?

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1. Can they withdraw their offer to discount the charge by half if I go ahead with the complaint and take this to the ombudsman?

2. Am I following the correct course of action?


I would imagine that if this 'offer of discount' was made over the phone, then it is likely to be withdrawn anyway!


I would go ahead with the complaint regardless, and I'd say you're certainly following the correct course of action...retract their offer all they like, you might find your not liable anyway..

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!



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Thanks a lot for these responses.


The company is Hive telecom.


It turns out now that most of the £600+ charge is due to a massive out of bundle rate hike of 5p p/m to 45p p/m! According to the CS manager, this was also mentioned in that letter that we never received. She sent me a copy of the letter and the letter has that 'there may be some rate changes due to the bundle change and one should check on the website'.


Great thing is that the rates on their website here: http://www.hivetelecom.com/HIVEUKRates.pdf bring up rates for 'customers with HIVE line rental'. Our line rental is with BT, only our calls were with Hive. I am hoping that this then means that they never gave any notification of the rate hike for customers that dont have their line rental with HIVE. if this is correct, then even if they were to charge us for 1500 extra minutes that would be £75 - alot of money - but atleast not the £600+ they want for the 2 months.


I emailed this information to them and I did a screen recording for evidence in case they update the website.


Anything else I should do?


(This morning I spoke to the CS manager and she confirmed with me that the company would be refunding £113 which is half the 500 minutes bundle - this was before I discovered this other issue).



Edited by skybooks
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Hi skybooks


So they've refunded £113 and you awaiting a refund for the line rental as that is with BT. It looks like it's on it's way to being resolved, update when you get further information from them. It does sound like they aren't billing customers correctly.


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