ISP claims that I haven't being paying them

Othere

I got a call from my ISP yesterday. They wanted to settle my outstanding payments. This was news to me as I was under the impression that it was taken out of my account via direct debit every month, for the last 2.5 years...

Turns out for some reason they haven't and they've only just noticed it.
They now want me to pay £553.27 to cover the 2.5 years of service they have provided but collected money for. I have received regular invoices since day one.

Appaprently if I agree to pay £400 then they will credit me the remaining £153.27 - how generous of them.
This lumpsum is almost half my salary and I can't afford to pay it in one go. The credit control woman mentioned that there was a payplan option but it would cost more to go that route.

So, I got home last night and dug out my invoices, contract and other relevant paperwork and found the very first invoice with my notes scribbled on it to confirm that when I received the first bill I contacted them to make sure it was going out by monthly by direct debit. (I have the date and name of the person I spoke to, but as it is 2.5 years it's unlikely they they are still working there). All the bank details had been provided for when the contract was originally taken out in January 2005, the woman yesterday confirmed that she had the details - she actually gave them to me without me having to prompt her and she confirmed the name of my bank so they definitely had my details and the chap I spoke to when I rang originally in February 2005 confirmed that the payment would be collected via DD on the 21st of every month.

I am angry and frustrated by this and the fact that they haven't said anything for 2.5 years. I'm stuck for advice really. People I have spoken to have said that there is a period of time that if the company hasn't taken the money then they can't claim the money back - I dont know if this is true and if it is what the period of time is.

Any advice on my rights or what action I can take would be greatly appreciated. I'm not looking to avoid payment - I want this sorted as quickly and as amically as possible as the service I have received form them has been pretty good. I just begrudge the fact that due to their !!!! up I now have to fork out a large amount of money!

Thanks in advance

Jade

Quentin

You do owe them the money, and they have no obligation to offer you that hefty discount.

Snatch their hand off and pay it (get a loan if necessary as the interest will be less than paying the full amount to your ISP via their payplan option).

And check your bank statements more carefully in future!

mrJ_5

i *think* they can claim the money, belongs as it was less than 3 years ago

espresso

Othere wrote: »

I just begrudge the fact that due to their !!!! up I now have to fork out a large amount of money!

But it's not due only to their c0ck up is it? You should have noticed that you were getting your internet for free, so they are doing you a favour by offering the discount.

Quentin

When you owe someone money, then there is no period after which the debt dies.

But in law, the creditor must commence legal action to recover the debt within 6 years of it originally arising. Once 6 years have passed, then they cannot use the law to help recover the debt.

The boys could still come round at any time.

Infidel

If you didn't already negotiate the first discount. Offer to pay them £350 straight up.

Capt_Slog

This once happened to me with a gas company. After I'd changed supplier, they didn't bill me for 18 months. I realised after a year that I hadn't paid for gas for some time :rolleyes: but despite calling them it still took untill 18 months to sort out.

I was told by the gas co......(the important bit)

"That as the bill had taken 18 months to accumulate, I then had 18 months in which to pay it"

This would have been the full amount of course. As somone else has already pointed out, if you've £550 worth of broadband for £400, it might be best to take it.

Quentin

That was a good offer from the gas company - but they didn't have to offer it you.

As is the discount being offered Othere - they don't have to make any offer, and could just demand payment if they were so inclined.

Skyfall_2

When this happens where I work we dont backcharge the customer, offer them half, see what they say.

Capt_Slog

Quentin wrote: »

That was a good offer from the gas company - but they didn't have to offer it you.

I think this is some ruling from the regulators, Ofgas (?). Certainly, when I complained it was told to me as if it was a rule.

Quentin

There are some special Ofgem rules for energy suppliers (not relative to ISPs!).

Since last July they aren't allowed to bill more than 2 years late when it is their fault the bills haven't been sent, and from this July they can only bill one year late if it's their fault.

These aren't laws, but Ofgem urged the power companies to incorporate this in their contracts with customers, thereby making them enforceable.

(Then gave them 12 months to do it before they would get stroppy with them, and make it a condition of keeping their licences)