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How to complain to Ofcom? I need to sue Madasafish!
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a_gwtw
Posts: 37 Forumite
Hi guys,
Can someone tell me how to complain to Ofcom? I definitely want to sue Madasafish now! :mad:
My 12 month contract with Madasafish ended in August. After searching around, I decided to switch to Talktalk. On September 3rd, I phoned Madasafish to inform them of ending the contract and ask for a MAC code, thinking I gave enough 28 days notice till the end of September.
Before that, I paid the monthly bill covering till September 23rd. My broadband was switched to Talktalk on September 19th without any problem.
What I should have done is to cancel the direct debit, but I forgot. Earlier this week, I saw that they took £17.99 out of my bank account for the bill from September 24th till October 23rd for which I am no longer a Madasafish customer. While I understand that they might deduct some money for the notice period of 28-30 days, meaning till the end of September, I can’t believe that they charge me almost the whole month in October.
I wrote to them two emails, just to receive the same cold reply that the payment is within the notice period. I pointed out to them to no avail that their notice period in this case is 55 days for me. Surely this is pure greed?
I will not let them rip me off. Can someone with similar experience advise me as what best to do? I’m thinking of complaining to Ofcom and some other channels, but this is my first attempt at complaining, so your tips are highly appreciated.
Many thanks!
Can someone tell me how to complain to Ofcom? I definitely want to sue Madasafish now! :mad:
My 12 month contract with Madasafish ended in August. After searching around, I decided to switch to Talktalk. On September 3rd, I phoned Madasafish to inform them of ending the contract and ask for a MAC code, thinking I gave enough 28 days notice till the end of September.
Before that, I paid the monthly bill covering till September 23rd. My broadband was switched to Talktalk on September 19th without any problem.
What I should have done is to cancel the direct debit, but I forgot. Earlier this week, I saw that they took £17.99 out of my bank account for the bill from September 24th till October 23rd for which I am no longer a Madasafish customer. While I understand that they might deduct some money for the notice period of 28-30 days, meaning till the end of September, I can’t believe that they charge me almost the whole month in October.
I wrote to them two emails, just to receive the same cold reply that the payment is within the notice period. I pointed out to them to no avail that their notice period in this case is 55 days for me. Surely this is pure greed?
I will not let them rip me off. Can someone with similar experience advise me as what best to do? I’m thinking of complaining to Ofcom and some other channels, but this is my first attempt at complaining, so your tips are highly appreciated.
Many thanks!
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Comments
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tbh sounds right to me !!
As your billing period happened before the termination date, it's quite normal for companies to bill for the month ahead as normal. What should happen now is that your account will be in credit for the days after the end of your notice period ie 30th September - 23rd October so you can claim back the amount due which will be about £14.70'ish.
There shouldn't be any need for "suing" or involving OFCOM, as I say this is how companies who bill in advance usually work. That all being said, you are entitled to the pro-rata refund so maybe another call may be in order to secure your moneyITV Winners Club #87 :eek:0 -
did you contact madasafish after you completed the move to to talktalk to confirm you had migrated? apparently bt sometimes forget to inform isps that people have migrated, so they continue to bill thinking they're still with them if they don't hear otherwise (normal practice as many people requesting macs never do leave). that may be why they continued to bill, but not why they're claiming 55 days cancellation period or refusing to refund
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tbh sounds right to me !!
As your billing period happened before the termination date, it's quite normal for companies to bill for the month ahead as normal. What should happen now is that your account will be in credit for the days after the end of your notice period ie 30th September - 23rd October so you can claim back the amount due which will be about £14.70'ish.
Well, that's what I hoped they would do, i.e. give me a partial refund, but this is their reply:
As per our terms and conditions you are liable to make payment for any moneys owed to us prior to cancelling your account and as explained to you previously, you were liable to make payment for the invoice as we pay BT a circuit fee in advance to have the Broadband installed on your line therefore even though you have migrated early in the month we have paid for the full month.
I just can't get it, given I gave them my notice in early September (3/9) and stopped using their service on 19/9, why do I have to pay till October 23rd? BTW, what's tbh?
Pepsi: No I didn't contact them as they acknowledged my termination notice by email on Sept 3rd and as I switched to Talktalk Intl 3, e.g. with both telephone line and broadband, I thought I don't have anything to do with Madasafish any more. Funny you mentioned this, as BT contacted us very early saying they will refund us the credit they owed and promptly send us the cheque for that!0 -
tbh = to be honest !
May be worth asking for clarification of what they mean by "though you have migrated early in the month we have paid for the full month"
The only month they can mean is September, which would mean that you are entitled to the refund of all the October charges....ITV Winners Club #87 :eek:0 -
Hi A_gwtw,
You look to be quite new on the forums and perhaps haven't seen my other posts on this topic.
I always encourage customers leaving any ISP service to contact your previous ISP once they've migrated away so that future billing can be resolved.
It looks like from what you've said you migrated away prior to your next invoice being due and had we received notice of that we would have cancelled that invoice for you. The BT wholesale network does not always alert us when someone has migrated away from us.
If you could please PM me your Madasafish username, and if indeed there is no usage on the account from 19 September forwards, I'd be able to issue you a refund.
Kind regards,
SamaraMadasafish Customer Care0 -
Well done Madasafish, I will certainly be looking to using you in the future.
This is the way ISPs should work.0 -
Have to say this made me laugh, talk of sueing for a few days refund, a few £'s at most, when you haven't even called them to try and resolve things.
I'd never heard of madasafish before now and am about to change providers, i'll certainly look into them if they can find a random raver on a forum like this and answer it so well, i'm def interested
xxDon’t ask what the world needs. Ask what makes you come alive, and go do it.
Because what the world needs is people who have come alive.0 -
Madasafish_Customer_Care wrote: »Hi A_gwtw,
If you could please PM me your Madasafish username, and if indeed there is no usage on the account from 19 September forwards, I'd be able to issue you a refund.
Kind regards,
Samara
Have only just seen this thread but wowee, if that's an example of madasafish customer care, that's one ISP I definitely wish I was with. Well done, Samara.
Now then: can you take over BT Broadband's customer care division? I've a feeling the responses you'll provide will make rather more sense than what I'm getting. . .
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MAAF have always been very good at customer care in my opinion.
I have been a customer of the MAAF group since 1999 and have never had any problems with dial-up or broadband.
A quick PM to Samara at renewal time each year has always resulted in a good deal for the next 12 months.
Lets hope it stays that way now that BT have taken over.0 -
Just an ending note to this thread: my problem has been sorted out by Samara, as I've received the refund cheque, so big thanks for that!
Looking back at the emails back and forth between Madasafish and me ealier, I'm still surprised to see the discrepancy in the service between those replying to my emails and Samara in this forum. The issue is just so simple and easy to address. Anyway, Samara said to me that they'll train their staff about that problem, so maybe that's something that future Madasafish customers don't have to bother about when ending the contract.
To Littlejaffa: Laugh as much as you like, but put yourself into my shoes and you'll laugh no more! Yeah, it's just a few quids isn't it, if you don't give a damn, why bother using this moneysaving forum?!0
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