Wanadoo customer service sucks!!!

denise38

We had been with wanadoo or Freeserve for about 4 years but when it came to getting broadband took it elsewhere. So having spent about 40 mins cancelling the wanadoo acoount and being assured that contract was ended no monies due we were annoyed to discover the following month that they had taken a payment from our credit card. Another 40 mins on the phone and they informed us the monies would be returned the next month.
Not good enough they should not have taken the money in the first place they had no authority to do so we demanded the money be put back forthwith. They refused to do this and in the end my usually cool hubby lost the plot .He subsequently wrote a letter of complaint. Now a month later still no reply to the letter and the money still has not been refunded.
So I guess we will be spending another 40 mins trying yet again to get our money refunded.
Of course it is an 0870 number so will have to use the saynoto alternative.
Took this up with them the last time when they refused to transer our call to complaints we HAD to phone another 0870 no. Hard to believe that such a large company are unable to transfer calls.
Wanadoo is the only thing other than another sub that comes off the credit card and we had wanted to cancel the card.
So we have had to wait for them to refund it and have been unable to cancel the card. Apparantly refunds are made to the card they are taken from.
Have to admit hubby is usually really laid back but after 40 mins of wanadoo customer service he lost his cool which is sooo unlike him.
Guess I will leave the credit card statement out for him tonight and make myself scarce!!!

hjb123

I have had lots of trouble with wanadoo - I have spoken to call centres in India eash time I have rung and trying to get them to understand plain english is like trying to get blood out of a stone

ohreally

Don't waste your life hanging on the phone to these companies, there is always more than one way to skin a cat. In this iinstance try...http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm (contact the bank for a refund).

denise38

We contacted the bank but they wanted nothing to do with it.
When next credit card bill came in you can almost guess what I am going to say.
Yes it showed no sign of the money going back in.
Another irrate phone call and hubby eventually got someone who apologised for the mistake and offered to reimburse for the phone calls. Money had been returned but not on the day it should have and thus did not appear on statement.
A result but we will not use them again.