Think you've closed your Wanadoo account? Think again!

Chris120A

I migrated to UKOnline from Wanadoo last month. After not processing my DD details properly, so not getting the last months payment, they rang me, and I paid it by debit card. I had no DD set up (according to online banking), my new service was up and running, so I thought Wanadoo account is no longer.

This morning I received a letter -

"Your Wanadoo Anytime service has been suspended"

Funny I thought, I haven't used Wanadoo Anytime for nearly 3 years.

"To get up and running again you'll need to call us with details of your credit card or bank account by May ring 0870 872 0099 between 8a, and 10pm any day of the week.

If we don't hear from you we'll have to close your account and take legal action"

So I called the number on the letter, explained to them that I haven't had an Anytime account for years, but that I'd just changed to another BB supplier. They ran a check on my old phone number to see if there were any outstanding Anytime accounts there, there were none, so they said it must have been a mistake, and my broadband account hadn't been cancelled!!! I was advised to phone the BB department and close my account! I thought by giving them a MAC code, moving supplier, not using their service and not having a DD set up with them, they might get the hint that I don't want to use their service any more!

So I call the BB dept - I tell them about the Anytime letter, and before I get a chance to explain, the CSA butts in "This is the broadband helpline, you'll have to phone the dial-up dept on...". I butt in back: "Yes, they told me to phone you, etc. etc." and I explain the situation. He looks into it, and tells me that my account has been set as "inactive", and "not cancelled". He then puts me through to the "cancellations department".

They ask why I want to cancel my account. I tell them "I changed suppliers and I thought it had been cancelled then". To which he replies: "You changed to another supplier on the same line?!" (sounding really surprised!) "You would have needed to get a MAC code from us to do that".

"Er... I did. And I was migrated to my new supplier".

*checks records* "Oh yes, you did". :wall:

So now it's cancelled. A warning to anyone who's switching BB suppliers from Wanadoo - Phone them to make sure they've cancelled your account and not just set it as inactive!

Although I'd love to see how this "legal action" would work - sending a Debt Collection agency round to recover £0.00? What would they take?!