Pipex overcharged but won't refund

jackandphil

We had pipex at previous address and informed them of a new address we were moving to - upon not having our new line working when we moved in we rang up and were told our line needed activating or something and would cost £84 to get engineer round. We argued that this was never mentioned before and after a while they said they would waive this fee.

A month later and we get an invoice for our normal line rental of about £12 - fine we thought

The next month we get an invoice on 11th Oct for £104 so we immediately rang up and queried this, they were trying to charge us the original line installation again (which should be free) plus our call charges for that month, they admitted this was an error and would not charge our direct debit account £104 but would instead take the call charges only and add them to the next months bill.

We were happy with that and it seemed accepable to not charge anything this month but just add this months call charges onto next months bill.

However my partner checked her bank account yesterday and £104 has been taken out on 4th Nov, we have had no letter to say it would - our usual direct debit payment comes out on the 25th of each month, Pipex will not refund the overcharge and keep telling us to go to the bank and make an indemnity claim.

Pipex refuse to refund the overcharge and instead say that they'll use the overpayment they have taken as credit for our future phone calls and line rental

Any ideas what we should do (sorry for the long post) as we would like our money returned as it is set aside for other things

DVardysShadow

Go back to your bank, claim it back under the DD guarantee. Write to Pipex, tell them what you have done and why. As they have taken no notice of your requests and their own promises so far, you cannot even rely on them to credit your account

macman

And think about getting a new ISP?