Overcharged by Carphonewarehouse

kaz665

I recently purchased an iphone3GS from the Carphonewarehouse on a 18 month contract with O2 online. The phone was advertised as being £119 plus £30 per month line rental and after considering this for a couple of days I placed an order.

On receipt of the phone I noticed an invoice for £149 but assumed that this included the first months rental but on logging in to the O2 website for a statement this is not the case and I will be paying my monthly direct debit for calls and line rental later in the month direct to O2. The £149 has already come out of my bank account for payment for just the phone so I decided to ring CPW.

On speaking to Customer Services and sending a copy of my receipt email stating the phone was £119 they reluctantly agreed to look into the matter but said the price of the phone had changed and I did indeed owe them £149 and in their opinion anyone could change an email so this wasn't valid. On pushing the matter further they put me through to the Complaints Department who agreed to look into the matter with their internet team.

I have already chased the Complaints section who failed to return my call and was promised a ring back on Friday regardless of whether there was an update or not. This has not happened.

I am now in the situation where everytime I phone I am end up queueing for some time on an 0845 number which obviously costs and do not seem to be getting anywhere fast.

Has anyone else incurred similar problems with the CPW regarding changing invoice amounts after purchase? What has not helped this situation is that their prices have changed yet again (not to the buyers advantage) so it is impossible to compare current ones with what I was offered online at the time but as I input my card details assuming £119 would be deducted it seems unjust for them to increase this amount.

I am reluctant to drop this matter out of principal but feel it is a lot of stress to get back £30. :mad:

Any advice would be appreciated. I think maybe putting pen to paper may be the next step forward.

Oscar_The_Grouch

Hi there

All the information you need, including details on how to log your complaint with Ofcom are contained HERE. Hope this helps.

Oscar_The_Grouch

One other thing; it would be worth making one more phone call to Carphone Warehouse to advise them you are getting Ofcom involved. Their head office number (according to www.saynoto0870.com) is 020 8896 5000

Lynsey

Email the CEO (Charles Dunstone), he won't personally sort it, but will pass it on to someone who can.
Never take out a contract with any of the CPW group of companies UNLESS you are prepared to fight, it's just their little game.

Email:[EMAIL="dunstoc@cpwplc.com"]dunstoc@cpwplc.com[/EMAIL]

Good luck,

Lynsey

kaz665

Thanks Oscar and Lynsey for your replies - some good advice there!

DarkConvict

You only pay the price that it was advertised at the point of ordering. If they wanted to change the amount they charged you they needed to inform you about it and ask if you want to ago ahead or cancel the order. They cannot simplely charge you more. Contact consumer direct (local numbers) - http://www.consumerdirect.gov.uk/about/how-we-help/

Markyt

They aren't known as the crapphone wh0rehouse for nothing

Lynsey

The CPW group of companies aren't generally "customer friendly", they appear to try all sorts of tricks week after week after week.
I suppose it's a numbers game, some fight them and some don't. If you don't, they will profit from your lack of fight - treat them as chancers.
When dealing with CPW or indeed any mobile company, take screenshots and copies of everything - you never know when you might need it.

Lynsey