Cancelling phone service under distance selling regulations

kenmcfa

I've recently moved into a flat and when looking to set up a telephone line for the place I naturally turned to moneysavingexpert to find good prices. We decided to go for Primus Saver Plus, so I phoned them up last Wednesday and placed my order. On Friday the expected £99 was charged for the year. However, since then, we have changed our minds (largely due to an engineer not being able to come out to set up the line until *next* month).

As this was all set up over the phone, distance selling regulations should apply and I should be able to get my money back, right?


Could you please give me some advice about how I should cancel the contract and claim back my money?

The main problem I can see is that they have a reputation for bad customer service. When I called to sign up I was put through to a guy reading a script in a call center, and for some reason I doubt that their script has a line about giving me back all my money. Another question is which number should I call up? The sales line that I phoned to sign up, or their general customer services line?

wealdroam

Have a read of this OFT leaflet.

It says that you must send them notice of cancellation by a durable means within seven working days from the conclusion of the contract.

pcombo

kenmcfa wrote: »

I've recently moved into a flat and when looking to set up a telephone line for the place I naturally turned to moneysavingexpert to find good prices. We decided to go for Primus Saver Plus, so I phoned them up last Wednesday and placed my order. On Friday the expected £99 was charged for the year. However, since then, we have changed our minds (largely due to an engineer not being able to come out to set up the line until *next* month).

As this was all set up over the phone, distance selling regulations should apply and I should be able to get my money back, right?


Could you please give me some advice about how I should cancel the contract and claim back my money?

The main problem I can see is that they have a reputation for bad customer service. When I called to sign up I was put through to a guy reading a script in a call center, and for some reason I doubt that their script has a line about giving me back all my money. Another question is which number should I call up? The sales line that I phoned to sign up, or their general customer services line?

It's a bt engineer that comes out, Regardless who you go with it will still be next month or longer if any more appointments have been made.

kenmcfa

Thanks for the advice. Thankfully it wasn't as difficult to cancel as I expected. After about 10 minutes on hold, I found that It seems this was covered by the script, and once I confirmed my details I was informed I'll be issued with a full refund and there will be no further charges.

And as for a delay waiting for any other company, we're instead going to go with virgin media, which was already set up in the flat. The slight increase in cost justifies the speedier set up. Plus we *really* need some internets :P

macman

'Slight increase' in cost?
VM telephony is the most expensive in the UK, bar none.