Post Office Home Phone

BLB53

I moved house in mid June and asked PO to move my phone and b/band to the new house.
To cut a very long story short, they were unable to connect me at the new house and I decided to switch to a new provider (Plusnet). Within the week my phone and b/band were up and running.
During the interim, my bank account had been debited by PO for £72 for 3 months advance line rental and b/band. I was informed when cancelling that a cheque would be sent out for the refund after 21 days.
When I rang this week (6 weeks later) to see why I had not received the refund, I was told the account was still live!
I had written to the customer services manager in Durham in early July regarding the v poor service but so far have not had a reply.
I was wondering if anyone else has had problems recently with PO Home Phone and also any suggestions on how to get my money back?
Needless to say I would not recommend them to anyone!
Many thanks in anticipation.

BLB

Buzby

The perils of giving anyone a Direct Debit!

Heinz

If a false direct debit call has been made, you should have dealt with this via your bank, not via the company making the call.

Contact your bank immediately and, using the direct debit guarantee, tell them the direct debit call was incorrect and require them to reverse it forthwith. They must do so.

macman

I don't think that the DD is the issue here, if the billing was correctly done in advance.
Ths issue is why they did not cancel the account and make a credit as agreed.
OP, bear in mind that a cease charge of around £30 will probably be applied for cancelling the broadband though. That on top of the 30 days notice required may not leave much out of your £72.

BLB53

Thanks to all.
You are correct macman, the DD is not the issue but rather the fact that the £72 advanced quarterly payment has been paid but I have not received a service since 15 June.
Just to update - I have now registered a complaint with the Ombudsman Service. Also I have found an email address for the PO and they have passed on my complaint to the Home Phone department so hopefully, between the two I should get something sorted.
I dont think there will be any cancellation charge as I would have been happy to continue if they had switched the phone and broadband over to the new address. As they failed to do this I think its reasonable to switch to another provider.
Thanks again,
BLB

macman

You can't 'switch' a service as you described, it's still being ceased at the old address. The only thing being transferred is the phone number.
Without use of a MAC, which doesn't apply here as you've moved address, a broadband cease charge will normally be applied.

BLB53

Maybe 'swithched' was the wrong word. The week before I moved house I contacted the Home Phone house move department and they said they would transfer the phone and broadband to the new address and it would take 10 days. They were unable or incapable or simply incompetent and after many phone calls and being promised several times and being disappointed several times - after 3 weeks I decided to change to Plusnet and they had things up and running within 5 days.
So if they do try and charge me a broadband cease charge, I will challenge it - end of! (but thanks for pointing out the possibility)

BLB

BLB53

Just to conclude, I have today received a full refund including £20 compensation for my inconvenience so a few beers and a curry will be in order tonight!