Verbal Contract with Pipex

angie3b

I ve tried to cancel my contract with Pipex but they have advised that they renewed my contract following a phone call I made to them querying my broadband speed.
I have no recollection of this, I recall a conversation with a male but they say I spoke to a female and agreed to renew. They say they will check the recording of the call.
I really have two queries

According to the offcom website, they should have sent me T&C to confirm, Pipex admit they havent sent me any. Is the 'contract' binding?
Do they really record all their calls?, if so I think I should be OK but their website says they record a portion of calls.
Can anyone help

marleyboy

NO, if they cannot produce any evidence to you with your agreement to a new contract, they havent got a leg to stand on.

Fulham_Mark

Pipex are one of the worst companies I've ever dealt with.

You have to be extremely firm with them. I suspect the company is in a bit of a mess and losing customers right left and centre. Sky is picking up 30% of the broadband market currently and BT and Virgin are fighting for the rest. Pipex are on the way out...all they can do is cut their costs and outsource everything to india to compete

Most decent call centers record every call (or about 99%), it's not a question of the percentage they record but how quickly they can retrieve a conversation. They do this for precisely the situation you are in now because they need to prove things. I suspect their ability to retrieve conversations is pretty poor so they'd rather not have to try it.

I get completely random letters from them including welcome letters months after I started the phone "service" with them. They've clearly got no processes working well.

good luck!

mrJ_5

Unless the customer service rep offered to read them out to you, and you either accepted or rejected - then you would agree to those terms

angie3b

I rang them again today, but they told me its pointless ringing after 5pm as they dont have managers available!! I ve arranged to ring them again on wednesday by which time I expect them to have the recording available. The irony was that because my telephone line is so poor we struggled to hear each other.

angie3b

Sorry I missed off thanking you for your help.

marleyboy

Dont let them fob you off, they will try, be firm with them, if they cannot produce evidence of a contract, agreed by you, they havent got a thing, let them know any further monies required can go through the courts if need be.

Tell them straight that your DD will be terminated by such a date, regardless of what they say.

angie3b

Success!!:j

I rang today, after some time they admitted they do not have the recording to refer to and therefore as a 'good will gesture' wil cancel my service etc'.
They also stated that only my broadband is under contract. If that was the case why was the cancellation fee they quoted for the full monthly payments including call s?
What a relief to get away from them.