HELP ! how do i get my refund from Onetel

rushnowt

I was previously with onetel uk talk with all inclusive calls etc, and when the brought out the internet & phone bundle i opted for that, anyway to cut a long story short, problems with line etc i could not get the broadband service and it was cancelled by onetel,
the problem is since July they have been charging me £23.99 a month on top of my phone bill for the privalage of no broadband service, after several telephone calls & emails to them, i'm getting nowhere, on each occassion i am being told that the recredit to my account is being dealt with, i have now been credited in total £19.99 but they still owe me £69.01 and each time i call now i'm put on hold for ages while i'm passed around from dept to dept and then told someone will call me back.
I have remained very calm and always polite up until now but i don't know how long i can keep this up, cos i'm getting really pee'd off now. >:(
Any advice ? Please :-*

Smartasss

Write to them, explaining what the problem is. (Keep a copy of the letter).

Tell them that you dispute their bill, and that they are not to take any money from your account till the dispute is settled.

As a safeguard, you could also cancel the direct debit, tell them you have done this and that you will reinstate it as soon as the dispute is settled.

(Did you send them back any equipment they supplied?)

rushnowt

Thanks for your advice Smartasss, I will write a letter now and send it recorded delivery, i have been undecided on the cancelling of the DD until now because of previous problems with vodafone etc, but thats another story lol, but i will do that today and make a point of expalining why i have done this in my letter.
I never recieved any equipment from them, they cancelled my order because they said my line hadn't cleared or something from my previous broadband isp

samuela66

I have posted my compaints about one tel several times, they used to be fab but I don't think they can cope with the demand and as the call centre is now based in a foreign country they dont quite understand our complaints, It took me months to get refunded on my overcharges with them and when it was finally rectified they had the cheek to slap a £5 late payment fee, the very nice lady int he call centre could not understand my point as to why I would not pay this as it was onetels mistake, they are getting quite useless! ::)

Smartasss

At the end of your letter tell them that you have resorted to writing to them as you have phoned about the problem many times, been promised call backs and never received them.

Tell them that you have been faced with the expense of writing and using recorded delivery to resolve the matter, and would they please consider compensating you for the expense and inconvenience they have caused.

rushnowt

Will do thanks again, i'll let you know how i get on ::) :-/

rushnowt

Hiya Snoopy, i have actually read some of your previous posts in the past, and i agree with you that getting them to understand what your on about is a challenge in itself. very frustrating but trying to keep calm so that i can hopefully make myself understood, i am going to take Smartasss' advice about writing to them, i'm just in the middle of my letter now, and will let everyone know the outcome.

fingers crossed, and thanks again to both of you for all advice and support :-*