Problems with Pipex

Amazed_2

Can anybody help me before I lose my mind?
I changed the telephone & broadband from Pipex to TalkTalk late last year.
I contacted Pipex to inform them ( by the way , the contract had run out ) & started to use TalkTalk.
Everything was working fine but then a direct debit was taken out of the bank & the girlfriend ( who the contract is with ) incured a charge for not having enough funds.
I contacted Pipex & explained the situation , and the person was very helpful & (he gave me his name) said he would sort everything out.
Like a fool I thought that was it , but near xmas she got another bill demanding payment.
I rang Pipex again & explained everything again !!!! I even mentioned this persons name. I was moved from dept. to dept & Pipex eventually said it would be sorted if I sent proof of taking up with TalkTalk ( the welcome letter ) to prove the date of activation , also a bank statement in order to get a refund on the bank charges. Also the person from Pipex said the account was cancelled.
I sent that off ( I should have used recorded delivery but didn't )& heard nothing & forgot about it.
I should have chased it up but I forgot. :embarasse
Last week we got ANOTHER letter from Pipex demanding payment for over £100 ! ! !
I haven't rung Pipex yet as I fear I will shout down the phone & I don't want to do that , it's not the fault of the person answering the call , but I am getting extremely frustrated & angry :mad:
They don't seem to listen to what I'm saying to them & I've just read at the bottom of the letter that Pipex is a part of the TALKTALK GROUP ! ! ! Don't they talk ( no pun intended ) to each other?
I need some advice as to what to do next as we don't want to have debt collection people at the door.
Who can we talk to? because I want to let Pipex know how we have been treated , ( I asked them to note down my concerns & frustration every time I called ) & I feel like going to the papers with this.
Thanks for reading my ' little ' essay

Sandoval

If you separate things into paragraphs and explain things clearly rather than just posting a rant then people will be able to help you with your question much more easily.

Coopdivi

Don't take any notice of Sandy. He doesn't know what a paragraph is.

Pipex have a Code of Practice for customer complaints. Follow this link and click on 'Customer complaints procedure'

http://www.pipex.co.uk/business/legal/codes-of-practice.html#

If this doesn't resolve your problems then you can complain to the Office of the Telecommunications Ombudsman. Full details in the above link.

You might also get better advice on the Internet Forum

http://forums.moneysavingexpert.com/forumdisplay.php?f=69

Sandoval

Coopdivi wrote: »

Don't take any notice of Sandy. He doesn't know what a paragraph is.

A means by which you can separate up a long diatribe in order to make it easier for others to read?

I LOVE the affectionate nickname by the way! "Sandy!"

Mankysteve

Didn't pipex get taken over by tiscali and turn talk talk or was that only the general public side.

Coopdivi

Sandoval wrote: »

A means by which you can separate up a long diatribe in order to make it easier for others to read?

I LOVE the affectionate nickname by the way! "Sandy!"

Should I call you Arturo then?

http://en.wikipedia.org/wiki/Arturo_Sandoval

I had no trouble reading it. A visit to Specsavers for you Arty.

Sandoval

Coopdivi wrote: »

Should I call you Arturo then?

http://en.wikipedia.org/wiki/Arturo_Sandoval

I had no trouble reading it. A visit to Specsavers for you Arty.

Quite frankly linking to my wikipedia entry and a picture of me blowing on my trumpet is out of order.

Damn you for ruining my anonymity!

Meepster

Sandoval wrote: »

If you separate things into paragraphs and explain things clearly rather than just posting a rant then people will be able to help you with your question much more easily.

Well, that's a long sentence. Almost as bad as a long paragraph, maybe you could use some commas in there...

DCodd

Have pipex explained what the charges are for? Are they for a period upto the switch over point?

I switched the Broadband from Pipex for the Company I work for over 2 years ago and we are still arguing with Pipex over charges that they claim we owe. We do not owe them anything and I think I've sorted it only to get another letter 3 months later. Pipex are rather useless when it comes to their accounting.

Sandoval

mwilletts wrote: »

Well, that's a long sentence. Almost as bad as a long paragraph, maybe you could use some commas in there...

Almost...

But not quite!

TalkTalk

HI AMazed,

I can understnad your frustrations with this issue.

There on occasions can be issues with billing accounts not correctly closing after disconnection with any company. It is just a standard procedure to request proof of the serivce from the new supplier, this is mainly just to ahve a confirmed date on which to backdate charges.

Although the Pipex brand has been aquired by The TalkTalk Group the two brands are still seperate. As such we cannot cross communicate in relevance to account (remember we said we wouldnt share your details with third parties:) ) and this would cause some Data Protection issues.

As such we need to ensure that we have standardised processing, whether you are transferring between two companies within the TT group or a group company and non group company. This is to ensure we are provide fair and equitable service to all consumers.

I would advise you provide the relevant proofs to Pipex regarding your TT start dates and also the Code Of Practice is a good place to reference for correspondence addresses and Dispute Resolution Processes.

Regards