telewest.....

martmonk

Not sure this is the correct place but hopefully someone can help - after advise as much as anything just to make sure I'm entitled to do what I've done!

I'll try and be a brief as possible;
Bought new house in Dec, tried to sign up online for telewest at 2 for £20 with £10 online discount. Not possible as previous owner hadn't cancelled.

Phoned on Dec 30th and was given the all clear to order - I advised I wanted to do this online as the online discount was now £20, told that they could apply that over the phone so I gave all my details and they charged me £25 (which didn't appear on online quote) and said it'd be credited to my account.

1st bill arrived and contained the following - Service Charges £46.99, Credit £25. Amount due £21.99

I queried this (via online form) asking about the £20 discount, what the 'Service Charges' were and why the total is £21.99 when I'm on a 2 for £20 bundle.

The response said that there was no such online discount of £20, my bundle hadn't been entered correctly and would be amended and there was no mention of the £46.99. To this I replied including a link showing the £20 discount still available and re-itterated my query on the service charges.

All of the above took place on Jan 26th. I've since had no reply and sent (via website) the same questions on Feb 1st and again yesterday, each time including the text from my previous submissions. In the 1st (on the 26th) I stated that without satisfactory response I would cancel the direct debit and they could contact me to arrange collection of the box and modem.

The estimated date on the bill for them to take the 'amount due' was today so I've just cancelled the DD.

I guess my question here is twofold - anyone been in a similar situation and am I within my rights to cancel the DD?

I'll probably end up on CAB website tomorrow but thought it worth asking here first in case anyone had similar experience.

(sorry, not as brief as intended!!)

isayoldchap

martmonk wrote:

Not sure this is the correct place but hopefully someone can help - after advise as much as anything just to make sure I'm entitled to do what I've done!

I'll try and be a brief as possible;
Bought new house in Dec, tried to sign up online for telewest at 2 for £20 with £10 online discount. Not possible as previous owner hadn't cancelled.

Phoned on Dec 30th and was given the all clear to order - I advised I wanted to do this online as the online discount was now £20, told that they could apply that over the phone so I gave all my details and they charged me £25 (which didn't appear on online quote) and said it'd be credited to my account.

1st bill arrived and contained the following - Service Charges £46.99, Credit £25. Amount due £21.99

I queried this (via online form) asking about the £20 discount, what the 'Service Charges' were and why the total is £21.99 when I'm on a 2 for £20 bundle.

The response said that there was no such online discount of £20, my bundle hadn't been entered correctly and would be amended and there was no mention of the £46.99. To this I replied including a link showing the £20 discount still available and re-itterated my query on the service charges.

All of the above took place on Jan 26th. I've since had no reply and sent (via website) the same questions on Feb 1st and again yesterday, each time including the text from my previous submissions. In the 1st (on the 26th) I stated that without satisfactory response I would cancel the direct debit and they could contact me to arrange collection of the box and modem.

The estimated date on the bill for them to take the 'amount due' was today so I've just cancelled the DD.

I guess my question here is twofold - anyone been in a similar situation and am I within my rights to cancel the DD?

I'll probably end up on CAB website tomorrow but thought it worth asking here first in case anyone had similar experience.

(sorry, not as brief as intended!!)

I would say phone them back as for starters they are going to charge £4 if you don't DD the payment but they won't charge it if you debit card payment
over the phone and make an excuse.

As for the deal-usually I find they have been good with me on a misunderstanding.Didn't you have to sign a contract though?

Remember they are Virgin Media and from 8th-13th Feb there maybe disruption with the billing side.Hopefully they can get into your account.
Don't prolong it and write down everyones name you speak too

martmonk

Just spoke to them - it seems what I did paid off.

DD set up again this morning with my account now £22 in credit!