mobiles.co.uk - the worst CS in history

Guys_Dad

mobilejunkie wrote: »

I'd write back to the bank, pointing out that you didn't authorise the direct debit, whether it was set up correctly or not - and that the bank should not therefore re-debit it (should they decide to). Point out that should they do so it will immediately lead to a formal complaint from you and (failing a satisfactory outcome to that) a further complaint to the Financial Ombudsman Service. Sometimes a bank would rather do what they should in the first case than stonewall people who are fully prepared to take a complaint to that level - but not always.

Absolutely right, MJ. the point is that you only agreed one contract with them and you have proof that you cancelled the two "additional services" that CPW tack onto all deals.

Now, the fact that the phone was faulty and they replaced it does not in itself constitute a 2nd contract - at least that is what I am reading from your posts. Your wording was "exchange" not "Cancelled and re-ordered" If it was the latter, then that changes the picture somewhat.

Under these circumstances, your bank has no written authority for the DD to be reinstated and MJ's advice is spot on.

But have you actually contacted the Insurance company and explained the position? I am sure they don't want to jeopardize their DD licence for a few ££.

Ferris

Guys_Dad wrote: »

Absolutely right, MJ. the point is that you only agreed one contract with them and you have proof that you cancelled the two "additional services" that CPW tack onto all deals.

Now, the fact that the phone was faulty and they replaced it does not in itself constitute a 2nd contract - at least that is what I am reading from your posts. Your wording was "exchange" not "Cancelled and re-ordered" If it was the latter, then that changes the picture somewhat.

Under these circumstances, your bank has no written authority for the DD to be reinstated and MJ's advice is spot on.

But have you actually contacted the Insurance company and explained the position? I am sure they don't want to jeopardize their DD licence for a few ££.

no, it was very definitely an exchange. had i simply forgotten to cancel i would not be anywhere near as aggravated by it as i am. i do think it's highly dangerous that companies can set up DDs without any need for customer intervention (no signatures, buttons to click etc). it should definitely be restricted, or at least very tightly regulated.

i will send a follow-up email to the bank clarifying the situation. i have contacted the insurance company, and am still waiting for this final response letter which has not materialised as yet.

Ferris

just an update on this. the final response letter that was promised within 5 days on 15/3 never appeared. i had to email them to prompt them. i then received a phone call from someone in CPW who arranged to refund the £5.99, and admitted that the unauthorised insurance had been added "by hand" rather than automatically. however, they were not interested in any sort of goodwill gesture to cover the fact that i had to chase them up simply in order to get my own money back, which i thought was a bit slack. i refer you to the title of this thread, and add CPW as a whole to that particular damning indictment.