Utility Warehouse (Telecom Plus) Discussion

koryu_2

Thank you for the advice, I am not keen on pyramid schemes either.


*Laugh* I am on an ancient £1 coin meter for the electricity, I always knew my landlords were creaming me by overcharging but I never realised by how much until I researched this (25p/KWH), British Gas are offering 10p/KWH. I'm sure they will be sad to see me go.

Cardew

koryu wrote: »

Based in the Which? guide I am considering Utility Warehouse. .

The WHICH article is a readers survey where readers vote, and there are over 30,000 UW salespersons + family members with a vested interest!!


Some years ago at the height of his unpopularity, Arthur Scargill the miners leader was voted BBC 'Man of the Year' by listener's votes. They haven't held the contest since.


Back to your property - is your heating electric? If so estimate consumption and put details in a comparison website like www.energyhelpline.com or the Cheap Energy club.

lexi1_2

Hi All this is my first post, I hope I have posed in the right place.

Bit of background:
I am with Utility Warehouse for G&E, I normally pay by DD (out of current account .

Account A is my normal day to day current account and I normally transfer money over to account B to cover my DD.

When I first joined UW I was on the Budget Plan, where you pay X amount each month (based on est of your usage). Once they have more info on your usage they amend the DD accordingly. It turned out that I ended up owing them nearly £900!!! I set up a payment plan to repay this on top of monthly bills (based on actual usuage).

Last month I forgot to transfer money over to account B for DD so called them to make the payment by phone instead. I was told that the payment had already been made and I didn't need to do anything. I was confused but thought I would keep and eye on my bank account in case they had tried to take the DD again and it hadn't been reflected on the statement yet. During the call I also gave them card details for current account A to pay the monthly payment for the debt (£900) I owed them.

A few days later I got a letter from UW to say there was a problem with my DD:

"This letter is to let you know that we have taken this payment of £121.32 from your credit card (actually came from current account A) in order to avoid interrupting any telephony and internet services (that I don't have) that we are currently providing to you and to ensure your account does not go into debt..."

I noticed yesterday that not only had they taken a card payment from Account A for £121.32 (which they did not have permission to do) but they also took, a few days later, the remaining balance of the debt I owed them (again no permission to do this).

This has lead to my mortgage not being paid, hardship, distress etc.

I think they are in breach of Data Protection Act (specifically):
1. they must ensure info is used fairly and lawfully
2. info must be used for limited, specially stated purposes
3. info must be used in a way that is relevant and not excessive
4. info must not be kept longer than necessary

I also believe they are breach of PCI DSS Requirement 3: Do not store cardholder data unless it is absolutely necessary.

I am sick of being screwed over by this crappy company and I want to know my rights. Am I correct in the above, is there anything I have missed? I will be calling the bank and requesting this money back and complaining to UW and want to be fully armed I am also prepared to report them to ICO etc if necessary. Anyone else had trouble with UW?

TIA

noh

You need to understand what you agreed to in your contract with them.
Read page 10 of the residential products and services terms avaible here
https://www.utilitywarehouse.co.uk/files/terms/101081BP%20UWDC%20Residential%20T&Cs%20-%20April%202014.pdf

grumbler

IMO, the DPA has nothing to do with this.

However, every payment by a card has to be authorised by the cardholder unless the cardholder explicitly granted a Continuous Payment Authority to the company earlier.

If there was no any CPA in place, call your bank and demand the unauthorised transaction to be refunded immediately.

noh

From their T+Cs linked to in my previous post.

"If you fail to make a payment, you hereby authorise us to take the amount owing from any credit, debit or charge card details which you, or an additional account holder (if applicable), have given to us at any time, irrespective of the original main purpose for which such details were provided."

lexi1_2

Thanks.

"If you fail to make a
payment, you hereby authorise us to take the amount owing from
any credit, debit or charge card details which you, or an
additional account holder (if applicable), have given to us at any
time, irrespective of the original main purpose for which such
details were provided."

I know I have agreed to these t&c's at some point, but is this allowed legally? It doesn't seem fair that they can just charge any card they like any time they like! Surely this is a breach of DPA? Sneaky @*£"!#$

What gets me is that I am nearing the end of paying this debt off and when I called them to make the payment I said I will call next month to pay the balance and advisor said yes, how can they then just go and charge your card?

lexi1_2

grumbler wrote: »

IMO, the DPA has nothing to do with this.

However, every payment by a card has to be authorised by the cardholder unless the cardholder explicitly granted a Continuous Payment Authority to the company earlier.

If there was no any CPA in place, call your bank and demand the unauthorised transaction to be refunded immediately.

No that was def not in place.:mad:

Archi_Bald

lexi1 wrote: »

I know I have agreed to these t&c's at some point, but is this allowed legally? It doesn't seem fair that they can just charge any card they like any time they like! Surely this is a breach of DPA?

There is nothing illegal about the terms you agreed to. It is completely fair that they charge your card if you are not making your payments by other means - as you have agreed to these T&Cs. There is also no breach of DPA as you have given them your card details.

grumbler

lexi1 wrote: »

No that was def not in place.:mad:

It seemed to be - after you agreed to the T&C.