Telecom Plus Poorer and poorer

Smartasss

Mark E wrote to dispute the truth of:

The Smartasss reference to things being buried in small print

In fact I found the clause in question HERE.

This is a pdf file containing the March 2004 issue of the Ts + Cs. It is a 12 page document, with the Ts + Cs set out in small print. The relative clause, (5,f), is found on page 6.

Others can look at it and see for themselves how boldly this is displayed!

In fact it seems that T+ customers are faced with at least 3 different sets of Ts + Cs when they sign up:

1) The short form of Ts + Cs on the back of the application form to join the club

2) A much longer set of small print on the back of the application for an energy contract

3) The 12 page document mentioned above entitled "The Utility Warehouse Terms + Conditions"

From a legal point of view, which set of Ts + Cs do T+ rely on, (and do they make this clear to their customers?)

(If it is the March 2004 issue, then has each customer received notification of these?)

COS

Today I received a very detailed list of actions taken on my  ex- accounts from TPlus. It makes for an interesting read, unfortunatley certain things are amiss and won't be explained.

I was impressed at the speed of the replys I was receiving to my emails. A sudden change in attitude and heart, I don't think so ??? some ones rattled their cage ::) . Suddenly it has  been realised that TelecomPlus owed me money of which they are sending by cheque.  :D What a surprise sorry a touch of sarcasm.

The above reply from TelecomPlus's Energy Manager was the response to the email I sent with a copy of the Directors. I requested urgent attention and that copies of my complaint had been emailed to the names.

lisyloo

This lot are absolutely priceless.
Let me tell you about my latest billing chinanigans.

I changed tariff for electricity on 3/6.
I got a letter confirming it but stating that my tarrif won't be changed until July.
Fairy snuff.

Got my bill in June for May usage and tarrif has been changed.
Fine no, problem it's in my favour.

This month I have had my disputed electricity reading sorted.
ALL my electricity has been credited at the new tarrif and charged at the new tarrif despite the fact that from certain dates I was on a different tarriff.
As it happens it is very slightly in my favour so I'm not going to bother bringing it to their attention.

But their billing is DIABOLICAL.

I believe that most of the distributors are genuine well meaning guys, but the company are an absolute disgrace.

I can honestly only recommend this if you have a maths degree, like doing maths puzzles and have plenty of cash available to subsidise them when they go wrong (oh and make sure you're on a cheap phone tarriff as well for when you have to phone them).

I cannot in all conscience recommend this company.

But - at least ITS ALL OVER and now it's all sorted.
From now on as long as I put in my readings it should be OK.

markedgar

COS - thank you for your retraction.

Smartasss - only a summary of the general T's & C's are detailed on the back of all application forms a customer completes (unless of course they sign online).

Full T's & C's are provided to customers by Head Office and as you have pointed out, online versions are available through the PDF provided.

The full version PDF (The Utility Warehouse Terms and Conditions) are the full T's & C's to use.

lisyloo - your posts (as always) are balanced and accurate in most respects. Your comment with regard to being 'well off' made me laugh. I'll leave that one to your imagination!

I don't believe the paper bills to be too bad, but then if you have an idea that I can put forward to H.O. to improve things, I am all ears. I personally still find BT bills very confusing (something they agreed with!) and most calculations on credit card statements, but that's another matter...

I am genuinely sorry to hear of any problems any of you have had. Nevertheless, problems are (on the whole) solvable and the experiences of a few people here do not represent the majority of TP customers.

TP "reps" that have been asked certain specific questions here cannot always answer them. Not because we do not wish to, but because it is often perceived that we are TP. We are not. In some cases (pointed out by lisyloo and others), not only do we not always have the facts at hand, we are not always able to directly help, while H.O. can.

That doesn't mean we don't care or don't wish to try to help. Far from it. However, there are limits to what we can and can't do.

Mark E

NB: Unfortunately, I am unable to post here at the same level as in the past. I will continue to do so when time allows...

lisyloo

Your comment with regard to being 'well off' made me laugh. I'll leave that one to your imagination!

Well I live in a 5 bed house and it didn't cause me too much concern when Tplus had £60 of my money for about 2 months during the time that my start reading was disputed - but I know that for some people this would be a problem.

My comments related to things that reps have said in the past (not yourself).
I believe that Lewis has mentioned a 6 bed house and others have spoken about nice cars and cruises some time ago when there was conversation about the rewards of working for TPlus.

My point was that being wrongly overcharged and waiting a while for your money back can be a big issue for some people.
For example my parents are pensioners and live on about a £6K per annum pensions between them.

It can sometimes be difficult for people who live in 5 bed houses, have 2 cars, go on cruises and have a hot tub in the garden etc. to understand what the "big deal" is to someone because they have been overcharged by £20 and have to wait a month to get it back.

I live the lifestyle above but try to stay in touch with the rest of the world (and I let some of them in my hot tub now and again if I'm feeling generous

markedgar

I agree lisyloo entirely with your sentiments.

At the end of the day things need to be done right and done well. Unfortunately things sometimes do go wrong and it is not always those that seem wholly at fault that are, neither are problems intentionally created. There are often two sides to every story.

Mark E

hansi

I see TP+ have lapsed into their old ways again with late bills. Only lasted one month with an early bills, and it seems that e bills are not being sent either. At least I haven't had mine yet. Seems I spoke too soon! Here we are on the 21st of the month, no bill, and the payment to be taken out of accounts on 30th July no doubt. Not 10 days notice and once again not good enough.

lisyloo

hansi - I have had my ebill for about a week.
Don't know why you've been left out, maybe some technical problem.

Still - I agree it isn't good enough.
The paper copy is the main bill and they should still be tackling that problem.

mrtickle

"not good enough" is true but not really relevant here. Surely "breach of the Direct Debit guarantee" which entitles you to a full an immediate refund from your local branch of your bank is the only thing that's relevant?
Remember that when the DD is breached, your bank HAS to refund you immediately and ask questions later.

lisyloo

Unfortunately I'm not sure that this will work.
The reason is that Telecom Plus have it in their Ts&Cs that they can claim any money you owe them from any debit or credit card you give them.
So unfortunately they have you over a barrel.

Whether this is legal I couldn't say, but I know they do it in practice.
COS cancelled his DD and just had the money taken from his credit card.

I think you have to give them a debit or credit card to sign up.