Tiscali refusing to pay up!!!!! help plz!!

shell454

Hi all,

Just wondering if anyone can give any adivce.. I have my broadband and home phone with tiscali.. I rang and asked them if I could pay my bill early by debit card from my joint account although it usually goes out by d/d from my single acc as i knew my car insurance would be going out later that week.. I csa advised me that my dd would'nt go out cos my bill would be showing as paid!! to cut a long story short.. the dd did go out so i have been charged £35 by my bank for a failed dd or my car ins and my car ins people have charged me £20 . I have called tiscali 7 or 8 time over 2 weeks trying to get my money back and get them to pay the charges.. Every time i ring them they are telling me they will send it to there accounts ppl to sort out but each time this is meant to be done, it does'nt!!!!!!!!! They wont pay my charges as they say its not company policy!!!!! I am at the end of my teather and dont know what to do or where to go!! the c/s is really very very poor!! and the managers just say the same as the csa!! To make things worse I am on a really tight buget at the min and cant afford to pay the charges the bank have applied and i am getting charged for everyday i am overdrawn on my account!!!!

any advice on what to do would be appreciated

Thank Michelle x:mad:

rummy

I know how you feel, been there with their sister company and had that done to me and it was a month before I got the money back.

Firstly, you should be covered by the direct debit guarantee (I hope) so call your bank and say that you dispute that claim. That you didn't agree to one or the other. Secondly, write a formal complaint on paper and send it to them via special delivery stating that they owe you this amount and that they must credit it within the next 14 days or you'll dispute it with the bank or take it further if necessary i.e asking Citizens Advice Bureau for help, contacting Ofcom.

Sounds like a long process but they aren't quick to give the money back. I really do feel for you and I hope you get your money back.

rummy

http://www.bacs.co.uk/BACS/Consumers/Direct+Debit/Your+rights/

"If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid"

You should be covered in that case and quote this to the bank. Get the bank to get your money back for you and then with all the bank claims going on, file the overdrawn charge as an unfair charge and see if they get it back. The second is very doubtful but they owe you the first.

shell454

thank you so much for ur advice... I have contacted my bank and they have told me to expect my money back in my bank in the next 48 to 72 hours..... Its such a relief... thank you x

rummy

awww that's okay. I'm glad to be of help Just check to see that they actually do pay you back for that. Also, since it was their mistake that the money went out, remember to tell your bank this and then really you should have that waived as you weren't at fault. Remember to clearly point that out to them.

Another thing, Tiscali accept credit card payments. If you have one, I'd suggest you to change your details to that even if it's an additional £1.00 more each month. That will protect you against unauthorised payments as the money originally paid is by the credit card company NOT directly from your funds.

You might also want to consider changing from your ISP - they are known for their poor level of service.

Let me know how things go.

xxx

runsimonrun

Just to add my pennies worth.

Tiscali has the worst tech support and customer service known to the free world.

What worked for me was to phone up, get through their menu system, wait 20 mins to speak to somebody in India. Then tell them what you want, when they say they cannot do this just repeat it. I did this about 20 times until I had worn the chap down. This was my 22nd phone call to Tiscali and I still do not have internet access. They may be able to get it to me 4th Sept (7 weeks after ordering). If I had paid on my credit card then Mastercard could have helped me, but I paid on my current account with a dd and the bank cannot help. Make all payments to Tiscali with your credit card then pay your credit card by dd.

Better still do not go with Tiscali at all. The CAB are contacting Tiscali on my behalf to try and get me out of the contract.

rummy

Where possible, you should always pay with cc even if you can't cancel it at a later point as when services aren't provided a cc will protect you and not a dd.

I was just recently forced to set up a dd. Wasn't happy about it

Zanzibar

Remember that some (yes, the lovely Tiscali) charge extra for using credit card payments!

Hoorah! don't we love them.

chris9104

Try emailing
[EMAIL="Neal.McCleave@uk.tiscali.com"]Neal.McCleave@uk.tiscali.com[/EMAIL]
[EMAIL="NATHAN.FRANCIS@uk.tiscali.com"]NATHAN.FRANCIS@uk.tiscali.com[/EMAIL]
[EMAIL="STEVE.HORLEY@uk.tiscali.com"]STEVE.HORLEY@uk.tiscali.com[/EMAIL]

These are the big bods at the top, it may be worth a try. They will probably want proof of what you have been charged though, and proof it was their fault, so make sure you have letters/bank statements showing it.

Make sure you claim the £20 your car insurance company has charged you aswell

chris9104

runsimonrun wrote: »

Just to add my pennies worth.
If I had paid on my credit card then Mastercard could have helped me, but I paid on my current account with a dd and the bank cannot help. Make all payments to Tiscali with your credit card then pay your credit card by dd.

Better still do not go with Tiscali at all. The CAB are contacting Tiscali on my behalf to try and get me out of the contract.

If you paid by dd then you can enter an indemnity claim with your bank, if you say you want to do this they have no option but to give you your money, it is then up to them to claim the money back from Tiscali. If they try and say they can't, speak to a manager. I deal with indemnity claims pretty much everyday at work so I know how they work

rummy

Zanzibar wrote: »

Remember that some (yes, the lovely Tiscali) charge extra for using credit card payments!

Hoorah! don't we love them.

Yep, most of them do (I had to as well) but it's better to pay for that extra £1 and be on the safe side and not worry as much about getting your money back then to go through murder with them.

When it happened to me, my cc took care of it for me and mentioning my cc will do a chargeback got my money back within a week. On top of that, my cc kept calling me again and again and again to find out if the issue was resolved or not or should they do a chargeback.

That's why I'd always prefer to use CC over DD when it comes to ISPs...