Post Office Home Phones

JAY · 12 February 2007 at 12:59PM

HAS ANYONE HAD ANY PROBLEMS WITH PO PHONES, I WAS CANVASSED OUTSIDE MY LOCAL PO LAST MAY, THE OFFER SEEMED RIGHT FOR ME, HOWEVER, I RECEIVED A LETTER TELLING ME I COULDN'T BE WITH THEM AS I HAD A CABLE NUMBER AND THEY DID NOT TAKE THESE NUMBERS, I WAS WITH BT!
I STILL THOUGHT I WAS WITH BT, TILL I GOT MY FIRST BILL FROM PO PHONES, IN JULY LAST YEAR BT DID BRING DOWN THEIR PRICES A LITTLE AND I FOUND THEIR SERVICE TO BE BETTER THAN PO PHONES SO I WENT BACK TO THEM ON AUG.25TH '06.IN OCT I RECEIVED A LETTER FROM PO PHONES TO TELL ME THEY WERE GOING TO DECREASE MY MONTHLY D.D TO THEM AS I WAS £92-43p IN CREDIT, I RANG THEM UP AND TOLD THEM I WAS NO LONGER WITH THEM, THEY SAID I WAS STILL "LIVE" WITH THEM, HOW COULD I BE WITH TWO TELEPHONE COMPANIES????? I ASKED.
I HAVE RANG THEM EVERY WEEK SINCE OCTOBER 25th, APPROX 16 TIMES TO DATE TO ASK THEM FOR MY MONEY, THEY HAVE TAKEN MY BANK DETAILS, EVERY WEEK THEY APOLOGISE BUT SAY THEY CAN'T DO ANYTHING AND A REFUND IS BEING GENERATED, THIS WEEK(TODAY) THEY TOLD MY HUSBAND NOT TO RING THEM ANYMORE, AND HE IS A BT EMPLOYEE PENSIONER WHO SPENT 45 YRS DEALING WITH THE PUBLIC ALL OVER THE COUNTRY WHO COULD TEACH THEM A LESSON IN CUSTOMER SERVICE.

Heinz · 12 February 2007 at 3:23PM

Please don't shout JAY (knock the Caps Lock off).

I'd heard a number of horror stories about Post Office Home Phone but thought that was just in the early stages.

However, I recently read another tale of woe - and decided I'd been right all along!

Best of luck getting your money back.

Mancunian · 12 February 2007 at 5:51PM

my mum signed up and didnt get a bill for months - think there computers were whacked.

They corrected this didnt charge for some calls in a certain date range.. due to this.

other than that,,, she has been generally happy...they gave loads of discounts on the initial offer

hurrah · 12 February 2007 at 7:18PM

They are the subject of an investigation by Ofcom into their dubious sales and marketing methods.

http://www.ofcom.org.uk/complain/landline/postoffice/

JAY · 13 February 2007 at 10:10AM

thanks for the replys, took off the caps lock!, I must have been thinkink "anger" whilst typing....
Jay

Mancunian · 13 February 2007 at 6:55PM

hurrah wrote:

They are the subject of an investigation by Ofcom into their dubious sales and marketing methods.

http://www.ofcom.org.uk/complain/landline/postoffice/

this isnt unique,,,, its a sad, strange phenomenon....just seems to be the nature of the game for salesmen ie. reps saying "can I just take your details to send you info" ...people never learn

hurrah · 13 February 2007 at 7:22PM

Mancunian wrote:

this isnt unique,,,, its a sad, strange phenomenon....just seems to be the nature of the game for salesmen ie. reps saying "can I just take your details to send you info" ...people never learn

Apart from a few little known outfits, they have to be the most high profile brand that has been investigated for slamming.

Mrs_Poyser · 14 February 2007 at 12:16PM

I have also had nightmares with PO Homephone. I signed up on internet with a cashback offer as I was fed up with BT! They have been charging me for caller display since Jan 2006 - I have rung up so many times saying I don't want it and they promise to credit the next bill - sometimes they do, sometimes they don't, so more phone calls. They won't let you speak to any supervisors, and always promise to solve it by the next bill (they find it impossible to alter the direct debit which is coming up). I want to move suppliers now but I am always stuck waiting for the next bill!

All I can say is, don't go there if you were thinking of it. They have caused me so much grief, and they make it very difficult to actually officially complain - they are always fobbing you off.

I though BT were pretty bad, but PO are even worse!

Any hints on how to resolve this gratefully received!

JAY · 14 February 2007 at 10:01PM

I so much agree with you, they will not let you go to a supervisor, I have been told "I'm going upstairs to have your refund activated by my supervisor" these people are in a call centre in either Nottingham or Brighton who do not give a dam about giving you any kind of service, I think they're cloned to tell you how sorry they are, but......bring back the local voice over the phone, the trustworthy people who genuinley do try to help!
JAY

Mrs_Poyser · 16 February 2007 at 3:35PM

I seem to be getting somewhere with the PO so I thought I would post in case it is of assistance. In the T&C on the web it says that you can request to be put through to a manager, so I did this. I also put my complaint in writing, headed it Formal Complaint and sent it to ric.francis@postoffice.co.uk (he is Executive Director, Operations). And hey presto, a very nice customer service chap phoned me and we had a long chat. They have set up a new dedicated team in Brighton to deal with problems. He has arranged the necessary credits - but still has to put them on next quarter's bill - apparently that is all the system allows. And he said that being charged for caller display without actually wanting or having it is not an isolated problem, but affects lots of people - they are currently struggling to fix it.
So be warned - check your PO Homephone bills in case they are charging for caller display without your noticing! They will credit (eventually) if you ring up and make a fuss.
Sorry for the essay - hope this might help.

JAY · 22 February 2007 at 12:44PM

thanks for the email address, I ahve done this, had areply and am now awaiting the outcome, I have also had ofcom contact me so we shall see what happens. thank you

Post Office Home Phones

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