Carphone Warehouse - overcharging, not reimbursing!!

tslambert1973

Hi there,

I wondered if anyone has experienced this and/or could offer me some advice to help get this resolved:

I've been a Carphone Warehouse customer for 7 years, the last 4 years on O2 through them. In June I upgraded to a new phone and a lovely long 18mth contract. Now as part of this I was to have my usual 900 texts free, 600mins and free web all for £35/mth.

3 months into this I realise I'm being charged a text bolt on of 400 texts (£15,00) for these months. I check my bills previous to the upgrade and notice that what usually happens is they charge for the bolt on then minus it off again. A bit peeved about this I call CW to get my cash back. They admit there's an error and are happy to cancel off that months (4th month) bolt on and sort my account out for the consequent months - great!

However... it's not policy for them to credit me for the previous months overcharging because its my responsibility to keep tabs on my account and should have reported this earlier. Naturally I'm really upset about this as AFAIK I shouldn't have been overcharged in the first place and should be reimbursed, whether I report it this month, the next or whatever. My next step is to write (recorded delivery) to their 'High Level complaints' dept hoping that may work

Has anyone else had a similar experience to this, what did you do?

Many thanks,

Tim.

Suffice to say I'm going to disconnect, yeah, in January 2010 :-D. A whole other ballgame as i've seen from this forum!

tslambert1973

Got the automated reply 'we'll contact you within 72hrs' mallarky. I'll post the outcome when that happens.

T

DanJd_2

Hard to believe, I know.

I share people's opprobrium re Carphone Warehouse. It took me 10 weeks to sort out a PAC and resolve my account, despite multiple phone calls and 4 letters, including to Charles Dunstone. Sweet FA in response. Well, a threat to set a debt collection agency on me, and considerable frustration and mounting anger on my part. Today, when I was about to write to them, I Googled CPW and came across all the complaints with which I suspect many people here will be familiar. But I also came across the email address of Simon Rawlings that someone had posted and emailed him the correspondence I was about to post.

He replied to me before I even got to the post box, with his direct line and settled the whole thing, including a very decent offer of compensation (an 85% discount on the amount they originally claimed I owed) in the course of a five minute phone call. So most of CPW, absolute rubbish, lazy good for nothing jobsworths. Or not even that - but do them justice - there is the occasional gem.

Steve_xx

tslambert1973 wrote: »

Hi there,

I wondered if anyone has experienced this and/or could offer me some advice to help get this resolved:

I've been a Carphone Warehouse customer for 7 years, the last 4 years on O2 through them. In June I upgraded to a new phone and a lovely long 18mth contract. Now as part of this I was to have my usual 900 texts free, 600mins and free web all for £35/mth.

3 months into this I realise I'm being charged a text bolt on of 400 texts (£15,00) for these months. I check my bills previous to the upgrade and notice that what usually happens is they charge for the bolt on then minus it off again. A bit peeved about this I call CW to get my cash back. They admit there's an error and are happy to cancel off that months (4th month) bolt on and sort my account out for the consequent months - great!

However... it's not policy for them to credit me for the previous months overcharging because its my responsibility to keep tabs on my account and should have reported this earlier. Naturally I'm really upset about this as AFAIK I shouldn't have been overcharged in the first place and should be reimbursed, whether I report it this month, the next or whatever. My next step is to write (recorded delivery) to their 'High Level complaints' dept hoping that may work

Has anyone else had a similar experience to this, what did you do?

Many thanks,

Tim.

Suffice to say I'm going to disconnect, yeah, in January 2010 :-D. A whole other ballgame as i've seen from this forum!

Tell them that you want all of your money back. Tell them also that you wish to terminate the contract as they appear to have breached it.

dj-scunni

Evening,

I work for CPW in thier Loyalty Dept. and am sorry you have had some difficulties with your upgrade. I would advised you to contact Customer Service and explain the situation ( again ) to them. I upgrade customers and we have to recap what we have offered the customer and how much we intend to charge. If you were not notified of the bolt on and the charge then maybe you should not have to pay for it.

Give then a call and hopefuly CPW will action a refund onto your account. With CPW being such a big company it is very difficult to get everything correct one hundred percent of the time.

I hope this helps.

tslambert1973

Thanks for all you responses and advice.

I've read about all the various nightmares people have with CW but feel I must give them top marks this time for resolving my problem quickly. After my email to C. Dunstone in high levels complaints on Friday I received a call and email this morning from a guy called Andrew Collins:

Thank you for your email. I'm sorry to learn of the confusion that has occurred over your Free Text Bundle. Please accept my apologies for the inconvenience we have caused you..
I tried to call you on 07903924038 but was only able to leave a voice message

I can confirm that I have arranged fro a £45.00 credit to be applied to your O2 account to be offset against future bill payments. This is in respect of the 3 month's bundle charges not previously credited.


I trust this is fully resolved for you. If there's anything else we can do to help you please reply to this email.



If you've got an issue with CW that isn't being resolved then try emailing cdunstone@carphonewarehouse.com, it worked for me.

All the best,

Tim.

theboylard

I'd suggest disguising the number pronto - no telling what sort of spam you'll get posting that on here!!!!

logos

DanJd wrote: »

Hard to believe, I know.

I share people's opprobrium re Carphone Warehouse. It took me 10 weeks to sort out a PAC and resolve my account, despite multiple phone calls and 4 letters, including to Charles Dunstone. Sweet FA in response. Well, a threat to set a debt collection agency on me, and considerable frustration and mounting anger on my part. Today, when I was about to write to them, I Googled CPW and came across all the complaints with which I suspect many people here will be familiar. But I also came across the email address of Simon Rawlings that someone had posted and emailed him the correspondence I was about to post.

He replied to me before I even got to the post box, with his direct line and settled the whole thing, including a very decent offer of compensation (an 85% discount on the amount they originally claimed I owed) in the course of a five minute phone call. So most of CPW, absolute rubbish, lazy good for nothing jobsworths. Or not even that - but do them justice - there is the occasional gem.

Hi
I have been trying to get Simon Rawlings email id. Would you be able to assist? Their customer support is absolutely rubbish. Frankly, they should be charged with fraud for the kind of false and misleading commitments they make to their customers at point of sales!!
Thanks