DataBase Factory (DBFactory) problems

Peeved_Collector

As a collector, I’ve come into contact quite frequently over the last year or two with a company called Database Factory. They act as the customer interface between various manufacturers and their subscribers. Database Factory seems to be gaining an ever increasing market share.
However, the level of service they provide is at best erratic, at worst indifferent. They seem to prefer to cater to the needs of their clients (the manufacturers) rather than the subscribers.
For example, I tried to take out a subscription, received incorrect confirmation details, asked for the details to be amended, received either little response or a restatement of the wrong information, asked for the subscription to be cancelled – received confirmation of the cancellation – but still had payments taken – asked repeatedly for the situation to be resolved and yet I am still waiting on someone getting back to me to refund the payments that were taken and to make a (believable) apology.
Since I’d prefer to stop banging my head against the Database Factory wall (it’s been almost 2 months now) I’d like to know what other course of action to take. Does anyone have any ideas? Has anyone had a similar experience with DBFactory and have they managed to get things resolved?

wealdroam

How is your subscription being taken?
By Direct Debit?

If so, contact you bank and claim the money back under the DD guarantee.

If you are paying via a Continuous Payment Authority with either a credit of debit card, contact your card issuer and instruct them to cancel the CPA. You may find the card issuer will say they cannot do this, but keep on at them they must stop the CPA when requested.

Peeved_Collector

Wealdroam, the payments have stopped (as far as I can tell). I mistakenly set it up as an ongoing payment through a debit card (normally I set things up as a Direct Debit). My bank has also been informed.
It's just getting the amounts already taken to be refunded and getting someone from DB Factory to respond. The silence from them has been deafening. The last response they sent was a reply to my query about a payment being taken after they'd confirmed the cancellation. I was told the payment was already in process and couldn't be stopped, the subscription item was already on it's way to me (3 weeks ago!) and that they would refund once I'd sent the item back. I never received the item and they've never responded to any further queries from me.
I've tried being patient, I've tried getting things sorted from within the company but if they don't communicate then I think some outside agency has to get involved. The amount of funds is not excessively high (£30 - £35) - it's the level of frustration over the last 2 months that is grating.

wealdroam

The outside agency you need is HM Courts Service.

Write a letter, a real letter.
Call it a letter before action.

In it state the problem... they owe you £xx and why.
State that they must refund the money within 14 days... give a date.
Tell them what will happen if they don't do that... you will start court proceedings to recover your money.

Send it recorded delivery.

Whilst waiting for their response, have aread of the Money Claim Online website.

Any court fees can be added to your claim.

Google letter before action for many samples if you like.

dalesrider

Peeved_Collector wrote: »

Wealdroam, the payments have stopped (as far as I can tell). I mistakenly set it up as an ongoing payment through a debit card (normally I set things up as a Direct Debit). My bank has also been informed..

Was it a Visa debit card?

If you did than any debits after you cancelled with the co. Can be chargeback as a cancelled CPA.
The date required is the date you told them, not when they confirmed.

Talk to the banks Disputes department. NOT the front line call center.

pmduk

I'd also suggest talking to the companies concerned, not their agent (database factory).