Help - who to complain to about Onetel and actually get through to them

meanbean

Please can anyone help...? I am at my wits end with Onetel's customer service. When they took over Just Dial they tried to levy me with a monthly charge so I switched to Primus for the sdame service without the charge. That was in April 2006. Every month since then they have send me a bill, for what isn't cleaqr, but just to get them off my case I paid the first three month's worth (! I know) and requested confirmation that my account was closed. I never got it. Upon yet another invoice (August), I refused to pay and was hit with a £11 late payment charge. After about ten irate emails, my case being handled by a different customer service officer each time, Onetel rang me, assured me if I paid again whatever was outstanding (£4) they would drop the £11 charge. Which I did. And lo and behold, today I have had another email from them telling me my new monthly bill is on line. Can anyone advise who I complain to or how I resolve this. I'm getting nowhere with their customer services and am finding it now very stressful.

kat21

first of all write a letter of complaint send it recorded delivery (keep a copy)
follow the companies policy on dealing with complaints. Be precise in your grievance and your objective outcome. give dates and names where applicable of how you have tried to resolve your complaint. If this fails write to the cheif executive.
kat21

Aidan_Smith

Ofcom -in your phone book

utilitybroker

Aidan_Smith wrote:

Ofcom -in your phone book

Not a lot of good as Ofcom does not investigate individual consumer complaints.

If you’ve gone through the company’s formal complaint process and your concerns still aren’t resolved, the next thing to try is the company’s Alternative Dispute Resolution (or ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.

You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.

However in the case of Onetel they are now owned by Carphone Warehouse/ Talk Talk so an e-mail to their CEO Charles Dunstone might do the trick.
DunstoC@cpwplc.com.

meanbean

thank you all. i made a final attempt at resolving it via their customer services and have had written responses apologising for all the hassel and confirmation that I owe nothing and i will not hear from them again. so am tentatively hoping this is the case.

thank you utilitybroker for the email address. that would have been my next line of pursual for resolution and I'll keep that email address in case they don't stick to their word.

again, thanks all for your advice x