Do Not Use Madasafish Warning!!!!!!!!!!!!!!

carolinosourus

HSBCareNot wrote: »

I printed a bank statement last month and saw a monthly deduction for £114.83.
The next morning i decided to take the morning of work as i know that in order to get anywhere you need to be in a 20min. I rang and eventually got throgh to a very pleasant CS girl and asked her why my account had been deducted £114.83 when my monthly amount is £23.55, she told me that i had been tripple charged and would refunded £50.88! i did not have my bank or agreement details to hand so accepted and thanked her and was told it would not happen again.

I'm not sure why they only refunded £50.88, by my calculations you should have been refunded another £40.40, if your monthly charge is £23.55.

23.55 + 50.88 = 74.43
114.83 - 74.43 = 40.40

So surely you were left 40 quid out of pocket the first time?

And if you were triple-charged then wouldn't the bill have come to around £70.65? Are you sure your figures are correct? If the monthly charge is £23.55 then to be charged £114.83 they would have had to charge you 4.88 times your usual bill.

HSBCareNot

carolinosourus wrote: »

I'm not sure why they only refunded £50.88, by my calculations you should have been refunded another £40.40, if your monthly charge is £23.55.

23.55 + 50.88 = 74.43
114.83 - 74.43 = 40.40

So surely you were left 40 quid out of pocket the first time?

And if you were triple-charged then wouldn't the bill have come to around £70.65? Are you sure your figures are correct? If the monthly charge is £23.55 then to be charged £114.83 they would have had to charge you 4.88 times your usual bill.

My figures are exzactly as quoted both in my bank statements and tickets raised. The amount refunded appeared to be down to the discretion of who ever the CS agent was, The first one told me i had been tripple charged and she was refunding me £50.88 from a payment of £114.83, i have not had the figures explained however my service is 20gb with free evening & weekend calls, i rarely use the phone but do use it to call customer services so i believe the variance in charges is due to telephone?

However! when i was told that my standard monthly charge was £25.45, i found this strange as i recorded the details of contract in Jan last year as £23.55, and checked the first 6 months of this year which verified my understanding. Why has my cost suddenly been increased without my consent? I entered a contract at £23.55! If anything it should be cheaper as VAT was reduced after i began my contract!

Im having great resistance from them, i have asked for their regulator details and their ombudsman details, but they have not been forthcoming! what really annoys also is that i have lost a days work running to my bank and then spending the rest of the day on the phone to MAAF. They really have gone down the pan! I can't trust them now! and i would be interested to see what this "Systems Problem" is? and why is it costing me time and earning capacity when its their problem. If you do not notice and contact them they appear to keep the money! Which i believe is tantamount to fraud! They are aware of the problem but do not appear to be addressing it unless a customer calls to complain! Even then they are not prepared to play ball! all i can say is do your research before you call them, be sure you have it straight in your head as if you miss an overpayment made they will not tell you!!!!! You have to lead them by the nose! Customer Service, isn't that a contradiction to the reality!

HSBCareNot

Here is a breakdown as it currently stands:

The difference in amount is only approx £2 but why are they stating that my basic contract is £25.44 per month when i know its £23.55!? and can demonstrate this!?

* July 09 - £24.44
* Aug 09 - £24.53
** Sept 09 - £51.97
** Oct 09 - £0.00 (Credit card details expired)
** Nov 09 - £114.83
** Dec 09 - £49.79

Ticket notes:

+ 20th Nov - Samantha - refunded £50.88 for period 28.08 - 27.09 & 28.09 - 27.10 Customer triple charged.

+ 17th Dec - Tahir - Customer has been double billed Dec09

+ 18th Dec - Keshini - refunded Sept


I will await to see the most recent refund amounts before i approach again.

NB:
They appear to be working from the monthly figure of £25.44, however, my actual rate is £23.55 (BASIC)

Regards,

David.