lisa1980
07-04-2008, 03:24 PM
sent this email to make a complaint probably doesnt sound great but i tried
07/04/2008
Dear Sir/Madam,
I'm making a complaint to you about your customer service, I joined post office home phone and broadband extra on 7th November 2007 i joined via the phone to your sales team. I set up what seems to be a budget payment plan that i was told by your sales team covered my line rental, calls and broadband. Everything was fine and i was paying £42.50 a month via direct debit until the 1st April 2008. I then received a letter dated 28th March 2008, it said you were pleased to hear i had joined broadband. I thought this was a bit strange as far as I was concerned i had joined 7th November 2007 and had been paying for it since that date. I phoned your customer care team on 1st April 2008 to enquire about this. It was also on this date i noticed my payment had now dropped from £42.50 to £33.20 without myself being informed of this. I was told by your customer service team that i had being paying a reduced rate for my broadband and had now incurred arrears of over £70. Apparently this was because i was on a budget plan and should have been on a variable monthly payment plan. No one had contacted me since i joined in November 2007 to tell me i was on the wrong payment plan. I then had to make arrangements to pay this debt back, i also tried to change my payment plan but was told they were unable to for 7 days. After this call i was extremely annoyed about this and i have made a complaint to OFCOM reference number *********. They suggested i complain to you and request compensation since no communication had been made to me to resolve this issue and it had occurred due to your error. I phoned again today (07/04/08) to enquire again whether payment could be changed to a variable payment plan. after having to explain again what had gone on and no department seemed to know what happened since i phoned on 1st April i was told there was no evidence of me setting up a payment plan to repay the debt (which i had done on 01/04/08 it was then found on the system) and that until the debt was paid i couldn't change my payment plan. This will leave me forever in arrears on my account due to your mistake, the person who i spoke to mentioned that this was a "slight problem" nothing to serious. Well i would hate to see what a serious problem is!! Then when i mentioned it was lucky i worked now because if i was still on benefits i could pay back only £1 a week he then laughed down the phone not the kind of attitude i expect. I am now very seriously considering changing both my phone and broadband provider to someone who's customer service is better. A company who will inform me when there is a problem on the account and not let my account go into arrears for 6 months. I would like you to look into this matter in more depth.
Lisa Hayes.
07/04/2008
Dear Sir/Madam,
I'm making a complaint to you about your customer service, I joined post office home phone and broadband extra on 7th November 2007 i joined via the phone to your sales team. I set up what seems to be a budget payment plan that i was told by your sales team covered my line rental, calls and broadband. Everything was fine and i was paying £42.50 a month via direct debit until the 1st April 2008. I then received a letter dated 28th March 2008, it said you were pleased to hear i had joined broadband. I thought this was a bit strange as far as I was concerned i had joined 7th November 2007 and had been paying for it since that date. I phoned your customer care team on 1st April 2008 to enquire about this. It was also on this date i noticed my payment had now dropped from £42.50 to £33.20 without myself being informed of this. I was told by your customer service team that i had being paying a reduced rate for my broadband and had now incurred arrears of over £70. Apparently this was because i was on a budget plan and should have been on a variable monthly payment plan. No one had contacted me since i joined in November 2007 to tell me i was on the wrong payment plan. I then had to make arrangements to pay this debt back, i also tried to change my payment plan but was told they were unable to for 7 days. After this call i was extremely annoyed about this and i have made a complaint to OFCOM reference number *********. They suggested i complain to you and request compensation since no communication had been made to me to resolve this issue and it had occurred due to your error. I phoned again today (07/04/08) to enquire again whether payment could be changed to a variable payment plan. after having to explain again what had gone on and no department seemed to know what happened since i phoned on 1st April i was told there was no evidence of me setting up a payment plan to repay the debt (which i had done on 01/04/08 it was then found on the system) and that until the debt was paid i couldn't change my payment plan. This will leave me forever in arrears on my account due to your mistake, the person who i spoke to mentioned that this was a "slight problem" nothing to serious. Well i would hate to see what a serious problem is!! Then when i mentioned it was lucky i worked now because if i was still on benefits i could pay back only £1 a week he then laughed down the phone not the kind of attitude i expect. I am now very seriously considering changing both my phone and broadband provider to someone who's customer service is better. A company who will inform me when there is a problem on the account and not let my account go into arrears for 6 months. I would like you to look into this matter in more depth.
Lisa Hayes.