Pipex Midi/Anytime package - cancelling and written letter. Can you have a look?

Brucie_Bonus

Constant poor service and overcharging.

If you could cast an eye over the letter before i send and offer any advice?

Here goes...

Dear Sir/Madam,

I have been a Pipex customer for a number of years now and until recently enjoyed good service.
However I have become disappointed with an obvious decline in customer service particularly when changing any aspect of your package.

In March I changed to the Pipex Midi package a simple request however this took months.
Conflicting information given by phone operatives on how to activate the package, complicated what should have been a simple process.
I have had to send repeated emails requesting information, advice, highlighting the overcharges but to little or no avail.
As a customer I should not have to chase you for a resolution to a problem or to setup a new package.

I had a phone package with your sister company home call, I thought this would make things easier but if anything, it couldn’t have been worse.
Having seemingly got the package setup I have consistently been charged incorrectly.
Pipex Midi package and anytime phone £22.49 a month. I am being charged £32.49 a month.
Having raised this point several times I have still been charged £32.49 with no sign of a refund.
I have had enough.

Today (20th July) I requested a MAC code to leave Pipex. I have been informed I will receive this via email.

I refer you to the Ofcom new MAC regulations.

“Therefore, from 14 February 2007, General Condition 22: Service Migrations will require broadband providers to supply consumers with a MAC upon request and free of charge.”

Needless to say I have not been given my MAC code and not without threat of a cancellation fee.

Not surprisingly information was forthcoming about the overcharges and pending refund, once I mentioned leaving Pipex.
I have been advised because I have entered a 12 month contract I will be charged £70.
I believe Pipex are in breach of contract by consistently overcharging me. Therefore I expect Pipex to waive this charge.

It is disappointing that it has come to this.
Long membership does not seem to hold any importance with you as a company.
Despite the overcharges and poor service, your phone rep could not wait to advise me about the cancellation fee.
In fact it is I who should be raising a fee for the amount of phone calls and time wasted in trying to setup the package in the first place and attempting to receive a refund for the overcharges.

I look forward to your reply.