Titan ADSL - The Saga Continues

moosticks

I posted a while ago about Titan ADSL. I had never had an issue with them until I notified them that I was moving house and wanted to take the service with me, being reconnected at the new property on July 30th. The next day, which was July 17th, I was disconnected and never received my service back, despite them assuring me:

*It was a mistake
*It was BT's fault
*Someone would come to my old property to fix it as there was still two weeks before move day (they never did)
*I would be connected at the new house on July 30th
*I wouldn't be charged for the time without service

None of this turned out to be true.

I was never reconnected at my new property after waiting in an enitre day for someone to turn up. I then kept chasing and chasing, when finally they told me I wouldn't be able to get a connection until September 9th. I told them that wasn't good enough and that I would have to cancel.

Meanwhile, I got an email from them saying I was going to be charged a £47 disconnected fee. I phoned up David, the guy dealing with my account, and he said that that was incorrect and he'd get it taken off the account. Lo and behold, my billing date rolled around and they took the £47. I phoned them as soon as I noticed what had happened, and once again David said to me that this shouldn't have happened and he'd pass it to Sarah in their billing department to action a refund. i was advised I may not got it until the end of the following week (24th August), and if not to call them back. Surprise, surprise, there was no money in my account.

I have just called them and spoken to David again, apparently the refund was actioned. That's interesting, it's definitely not in my account. So I got annoyed. I've been incredibly patient through this whole saga. I've not lost my cool once (and I'm a hot headed person, so I'm proud of myself on that one!), but this money being taken has sent me over drawn, it's my daughter's birthday next week, I need it back! I pointed out to him, whether Titan intended to or not, everything they've said to me was a lie. Everything they said would happen did not, and not only that, the exact OPPOSITE happened, every time, without fail. He then took exception to that and said they didn't have to give me the money back.

Am I right in thinking at this point, actually, they do have to give it back? They've told me on more than one occasion that that money should not have been taken and that I'll get it back. He's now saying in their terms and conditions (which he said he's going to email to me) that they don't have to give it back, but surely that's all cancelled out given the amount of times I've been told it'll be refunded?

This whole thing has been an absolute joke. I previously would have said Titan were one of the best companies I've dealt with for any service, but now? Now I'm going to warn anyone who'll listen against them.