Carphone Warehouse - Compensation?

sevendoc

Hi Everyone,
I was hoping I could ask for some opinions on my current dealings with Carphone Warehouse (CW)?

In short, last year I took out a phone contract with Orange (via CW), phone was faulty and returned, got new phone and signed new contract. However, initial faulty phone contract wasnt cancelled by CW, meaning since then I've been getting charged for for that contract (£20.50pm) as well as my actual phone (also~£20.50pm). Embarrassingly (for me) Ive only just discovered these incorrect charges, which total £230 since last year.

Contacting CW, they have admitted their fault and have agreed to refund me (via cheque), which I was OK with. However, since the initial phone call, it has descended into multiple phone calls and legwork on my part to sort out documents that CW need (they wont take bank statements 'due to data protection'; staff at shop are wont fax written evidence; am dealing both with Orange and CW concurrently to gather written proof of bills).

Secondly, to cancel the Orange contract there is a termination fee (of £240) which CW have agreed to refund, but they expect me to actively terminate and pay this myself (so I'm out of pocket until I receive their cheque). In fact, I have been the one doing all the dealings with Orange to terminate the contract (which has been difficult, as I didnt know it existed, so have no security information, and CW refuse to talk to Orange directly).

Initially, I just wanted my money back, but now Ive been dealing with CW for hours on the phone, I've been getting infuriated at their terrible customer service, disgruntled at the work I have to put in to resolve their problem, and of course still angered that, due to the incompetence of CW, I've been incorrectly billed £230. Would it be inappropriate of me to demand some sort of compensation, suggesting it as a goodwill gesture from CW?

I guess I dont want to be greedy about it, as initially I just wanted back the money billed, but there comes a point when you feel like the problem is not being dealt with appropriately CW, and they are now making me jump through hoops, prolonging the issue and taking up a lot of my time.

Thanks for any opinions!
seven