Skypein faulty 'online number' mass scam

Lackofcontrol

Dear moneysavingexpert.com,

I am having some serious issues with Skype. It seems many others do too.

The problem:
I bought an 'online number' (Skypein) on 09/10/12.
People have been unable to contact me via my 'online number' since that date.
When they try to ring my online number they get an engaged sound. (Continous beep beep beep sound)

I spoke to two Skype reps on 10/10/12 and tried many things briefly listed below:
1: Changing all people can call to only my contacts can call me, and then changing it back after 5 minutes.
2: Trying to delete the xml file in appdata.
3: Uninstalling Skype completely, following all of instructions and then reinstalling Skype.
Number 3 seemed to work as the Skype girl rang through to my skype number. But now I think about it, it is not confirmed that she used an actual telephone to try and ring me. She could have just skypeed me without my knowledge and I thought it was a call from an outside line. The reason for this; just so she could get rid of me, because she had no other solutions after this. This is speculation though.
Anyway, it might have worked then, but alas, it no longer works now and no one else apart from that one call has got through. People have tried to ring me numerous times on this number with no success.

I have since found threads in the forums:
community.skype.com/t5/Online-Number/Fact-Online-Numbers-Are-Broken/m-p/1119626#M6976
The above thread is one of many. There was another one that seems to have been suspiciously deleted after referring it to Skype.

It seems many people are having troubles therefore they shouldn't have allowed me to purchase this faulty service in the first place, and completely waste my time. Skype customer service reps completely deny that there is a problem and continue to say it is my settings. I think I have more than adequately tried to get it to work and it seems to me like its a faulty service.

As per distance selling regulations, I told them I wanted to cancel the online number and issue me a refund immediately.

On live chat on 11/10/2012 I spoke to 'Allan Paul' who stated:
I understand that you would like to get a refund for Online Number, however I regret to inform you that we can no longer issue a refund for Online Number.
19:29:54 Allan Paul
We are very sorry.

And then my internet browser crashed

I chatted to another guy 'Roy T' (session ID: 1142023) who said:Roy T.
Regarding your request I will be making a follow up of it and will forward it to our team that handles such cases.
19:44:13 lizluke1234
what does that mean right now
19:44:29 lizluke1234
please transfer me to a team that handles such cases
19:44:31 lizluke1234
right now
19:44:45 Roy T.
You will then be contacted on your email address +44 118 328 0990
19:44:55 Roy T.
sorry
19:45:10 Roy T.
Since they only way to reach them if we make a follow up.
19:45:40 Roy T.
You will then receive an email within 24 hours but in some cases it can take longer than expected.
19:45:52 lizluke1234
who is this team?
19:45:55 Roy T.
But rest assure that you will receive an email regarding your request.
19:46:09 lizluke1234
why did Allan Paul tell me i could not have a refund
19:46:15 Roy T.
Our team specialist.
19:46:16 lizluke1234
what is this team called
19:46:30 Roy T.
It is a case to case basis.
19:46:50 lizluke1234
does Allan Paul have the authority to tell me i can't have a refund?
19:47:03 Roy T.
And that is what our specialist will further investigate.
19:47:24 lizluke1234
This is a joke
19:47:33 lizluke1234
can you inform me of where I can complain please
19:47:47 Roy T.
So they will determine if the refund will still be possible, since in your case it is not working even after following the troubleshooting steps.
19:48:06 lizluke1234
can you confirm that you tried to ring just now and it didnt work?
19:48:26 Roy T.
Yes it did not work and receive a beeping sound
19:48:30 lizluke1234
thank you
19:48:42 lizluke1234
can you inform me how I can complain about this
19:48:55 lizluke1234
do you have a complaints department?
19:50:11 Roy T.
On the end of our chat there is a form that you can fill out where you can also inform us about your complain.
19:50:30 lizluke1234
ok bye
19:50:47 lizluke1234
actually one more question. Are these chats on record
19:51:01 Roy T.
I will be making the follow up now once our chat session ends.
19:51:16 lizluke1234
ok, are these chats on record?
19:52:16 Roy T.
It can be searched on our system but if you want to have a copy you can click on the print button at the top right part of this window and here is our chat session ID: 1142023 as a reference.


I received an email today saying that Skype do not offer refunds for their online number service. The email also said that only one phone call has taken place to my skype online number according to their records. This is untrue, and can actually be proved by looking at my parents phone records.

As far as I am aware, distance selling regulations give me a legal right to send most goods back within a week for a full refund (including outward delivery costs), even if there's no fault.
Theres actually a fault on this so I should be refunded immediately as @online number' has not had satisfactory quality as described.

It feels to me like the customer services reps will give you the run around, waste hours of your time until you give up and go away.


It only cost me £11.50, but thats not the point. If Skype do this to 1000 other customers, 99% who probably give up and just accept the loss of money then Skype are seriously ripping people off. I am not overly bothered about receiving my £11.50 back but I want this mass scam to get media coverage or at least stop Skype allowing people to buy faulty online numbers in future. What authority can I send my problem too?

Please can you advise who I can contact about the issue? Any advice welcomed.

P.S. I did not actually give my proper name when registering with skype, so I am probably not officially under contract anyway? Maybe this will mean I can't get my money back anyway?

Finefoot

I am having so much problems with my skype number as well. No one is ever able to get through!