Utterly Messed about by Bulldog broadband

Wayward212

3 Weeks ago on moving to our new flat, my girlfriend and I made the mistake of signing up with bulldog broadband.

After going through 3 pages of confusing web forms it asked for our credit card details, which it took, then our direct debit details. The site told us - for some reason - it couldn't accept the direct debit. We got no further email or contact from bulldog, so two days later we tried again, took our details and the direct debit form worked.

On friday there fee of 99 pounds came out of my account, and we assumed they were sorting out the net. Monday morning came, and a FURTHER 99 pounds came out of my account. We decided we didn't want to join a company that couldn't even process and order correctly and rang up to cancel. Their website says:

.6 You may end your contract with us prior to activation by sending us an email indicating that you wish to end your contract:

* within seven (7) working days from the day after the Order Date if you have ordered online, or otherwise at distance; or

We sent and email and then rang them to cancel. They initially denied we had an order with them, but after about 30 minutes of arguing they told us both accounts (two had been created) were canceled and we'd get our payment back in 14 days. My girlfriend rang 10 days ago just to confirm and we were told that the second account had yet to be canceled! After another long argument and them telling us "We were lucky they were canceling it at all", they finally told us again both accounts were cancelled and the money would be returned. 16 days later, today, we rang them only to be told that we need to wait for them to send us a letter saying we are 99 pounds in credit, then we need to send a letter back. They then told us to cancel they would need our card details again.

When we asked when we would recieve the money, we were told "I don't have a clue, if the other person said two weeks, it will be two weeks"... another two weeks???

Bulldog has basically stolen 200 pounds from us and every time we call not only can we not find anyone that seems to understand but we get a different response each time. I can't understand how a company can take that much money out of my account in two seconds while I have to wait a month to see it again...It's also thrown me well into over my overdraft so im looking at even more debt for this.

I'm a happy customer of BT broadband and telephone and I just want back the money they took! Is there anyone I can talk to or are they acting totally above board?

hurrah

http://www.bulldogbroadband.com/residential/legal/code_complaints.asp

tonybowen

We have had the most attrocious service from Bulldog... (Actually to be fair the broadband itself is OKish)

We signed up to Broadband with Bulldog when we moved into our new home in Oxford at the end of SEPTEMBER, but the land line number was wrong somewhere along the line. When this had been spotted we arranged for the correct number to be installed and set up.

This took about 3months to happen.

It all seemed to be going smoothly enough we had a connection even if it did mean using some old equipment as they hadn't sent us the microfilter/modem stuff.

We subsequently discovered that we were being charged for the other line that never existed so we chased this up. They apollogised and said that that line would be cancelled, and all monies creditted to the other account!

We checked our bank account and discovered that we we're still being charged, so we called them up and asked to speak to a supervisor who would be able to help as the people answering the phones were not able to do so. I have asked on several occasions to speak to a supervisor but each time they are all in an important meeting. They don't have names either, I asked who would be calling me back and all I got was Sarah after a lot of pushing, and she would phone me back in 10mins. We've asked for 'Call backs' on several occasions none of which have EVER been followed up.

So we have been keeping a close eye on our bank account, and we saw that BULLDOG had charged our account £415.99. So I phoned up to ask what this was all about, and they reply that we have cancelled our account and that it was before the end of our contract so full charges apply.

I can't seem to speak to anyone about this, and if this goes on any longer I will not have any hair left. Can anyone help?!

Tony

bbruce

Our experience started off really well. Bulldog had a poor reputation but Pipex had a good one which I had hoped would be assimilated.
However, when I set up a DD to save paying £2 a month non DD charge, that is when my problems started.
They didn't take the DD and continued to bill me the extra £2. As luck would have it, my credit card got reissued with a new number so they couldn't debit it.
They denied a DD was set up so I had to get confirmation from my bank which I had to fax to Bulldog. 10 days later they phoned to say they had received it.
A week after that I got an email saying they had received my notification to disconnect. I replied that wasn't the case and they should draw on the DD.
They said they had no record but I could set one up online. When I tried to, I got a message saying one was already set up!
Now they have disconnected me - due to non payment I imagine.
I said am prepared to pay arrears by card if they reconnect me immediately, remove all the non DD surcharges and credit me £20 for the inconvenience and wasted effort they have caused me.
So far, they have ignored me.
I'm tempted to sign up with someone else although I haven't been a year with Bulldog, and when they start hounding me to say "see you in court".
What a complete bunch of morons!!!! Am I being too soft?

noraa

i had the same problem. double bill....
old account not cancel....
will talk to complaint again and threaten to take them to court.