My old ISP is still billing me

Trace-T

I left my old ISP ChessTelecom in November last year.
I left my services in place till I was sure my move to my new provider BT went OK after having a few problems initially with the new order.
I got confirmation from Chess over the phone that services were completed as ceased on 2nd Dec 13. However, they billed me up to 31st of December for a full months worth of charges. I was paying by monthly Direct Debit in advance. I rang them about this but Chess just said I would be refunded any credits on my next bill. I cancelled the DD and paid the Dec bill in full by BACS.
I emailed them to inform them I paid Dec in full but the bill was in dispute for the full amount they had charged me, and to remind them of the cease. I got a confirmation reply as to when I requested my cease and on which day it was completed also any credits would be on the next invoice.
January's invoice came charging me for another full month! I expected them to refund me from 2nd to 31st Dec.
I emailed to dispute again but got no reply, so I sent a letter by recorded mail to the head of customer services to formally notify them of my complaint and dispute. Still waiting for a reply.
I am now receiving late payment reminders, stating charges will apply if I don't pay. I have emailed again, but again no reply.

What do I do if I can't get them to acknowledge my written communications? I don't want to ring them again as it's my word against theirs and a premium number. I've read on some review sites this has happened before and they're terrible at getting back to you.
(I'm aware I have to wait 8 wks before I can contact CISAS).

Any suggestions before they wrongly record me as a non payer and onto debt collectors please?

wealdroam

It's not clear exactly when you gave them notice that you wished to terminate the agreement.

It appears from their T&Cs that you need to give them 30 days notice.
Did you do that?

Of course it is possible I am looking at the wrong T&Cs.

SayNoTo0870 lists a couple of freephone numbers you might like to try.

Trace-T

Thankyou for your reply.
Yes. I actually gave them notice back in August last year. They also confirmed that in the 'one' email reply I got.

Just to add. They aquired my contract from LittleBigOne whom I originally signed up with. I never chose Chess for my ISP.

wealdroam

Trace-T wrote: »

Thankyou for your reply.
Yes. I actually gave them notice back in August last year. They also confirmed that in the 'one' email reply I got.

Just to add. They aquired my contract from LittleBigOne whom I originally signed up with. I never chose Chess for my ISP.

Oh, that makes it very complicated.

No idea what your contract notice period might be, but anyway, they seem to have accepted your notice.
Their current T&Cs say "not greater than 60 days prior written notice".

Trace-T

Thankyou wealdroam.

They were aware there was a problem with my move to BT.
I contacted Chess on the day I moved on 18thNov. Told to put it in writing and they would take my notice as given back in Aug.
Still a problem with them continuing the billing on a supposed ceased account. I want all communication with them to be via email or in writing, so I have proof of what's said.
What to do if they still continue bills and ignore my communications?