Phone company error results in £1500 debt!

Jess10_2

Hi,
My partner has recently been informed by his mobile phone company that he owes them £1,500 as he has not paid his direct debit for 3 years! This came as a complete shock to him as he has been receiving bills and emails every month from the company stating how much they were debiting his account.
It turns out that half way through his contract, the company mixed up his bank details with another customer, who has only just realised that he has being paying 2 phone bills for the last 3 years!

My partner is now left with a huge bill that he cannot possibly pay all in one go (even though the company are insisting he do this) all because the company have made a big error in mixing up the bank account details on their customer profiles.

Does anybody know what my partner's rights are? Surely this is THEIR error and he should pay the money (if any!) back at his convenience?
The latest offer from the phone company is dropping the full amount by 20%, but he would need to pay up in 10 months - which is still impossible with his financial situation.
If anyone can offer any advice or help with this situation it would be much appreciated!
Thanks

crazyfj

oh dear, but the first thing people will ask did he not notice that he has not getting a bill or money taken?

However as it was there fault I would try and get money off, even say its half your fault. Its worth a try.

Jess10_2

Of course - it is the first thing everyone asks!
But if you were receiving a monthly bill by post, plus a monthly email bill, why would you also check your account? He assumed, and rightly so I think, that it was being automatically debited....

stef73

I would not notice if my phone bill direct debit was not taken every month and as i get a bill every month i dont look . I can understand why he has to pay but why cant they extend the payback period .

wealdroam

stef73 wrote: »

...but why cant they extend the payback period .

Has anyone suggested they can't?

They probably[1] will if asked. But obviously they ask for the whole amount first... they just might get it.



[1] for probably, read 'almost certainly'.

Jess10_2

Thanks for your replies:
He has:
a) Offered to pay a lump sum if they reduce the bill by 50/60% - this was rejected
b) Asked to extend the payback period - also rejected.

Their final offer is a 20% reduction to be paid within 10 months, or they will cut him off and charge him a fee for doing so!
He has written to them, and spoken to them. They have said they have Otelo advisors working for them and he will not get a better offer - however I strongly doubt this! He feels like he is being threatened to do as they say and it's not on!

Kingsd316

I would snap their hand off at the final offer, lets face it he has had a free mobile for the past 3 years, your lucky they have even offered you anything, it is easy for a someone to not notice if a DD has come out the odd month, but 3 years?

DVardysShadow

Jess10 wrote: »

Thanks for your replies:
He has:
a) Offered to pay a lump sum if they reduce the bill by 50/60% - this was rejected
b) Asked to extend the payback period - also rejected.

Their final offer is a 20% reduction to be paid within 10 months, or they will cut him off and charge him a fee for doing so!
He has written to them, and spoken to them. They have said they have Otelo advisors working for them and he will not get a better offer - however I strongly doubt this! He feels like he is being threatened to do as they say and it's not on!

What does he have in writing? Generally with fixed utilities, the amount is agreed to be paid over a period equal to that over which the debt was accrued.

Has he told them the period over which he is prepared to pay?