ISP messed up transfer. I cancelled. they refunded too much and now want it back

electric_comperella

So in a nutshell

I was with sky and transferred to company x.

Company x messed up the transfer royally and completely left me in the dark with no contact to tellme it was all being bungled. As a result they then told me after weeks of mobile phone calls and being on hold for hours that they could not provide a broadband service only a landline.

I told them it had been shambolic and demanded to cancel and have my paid upfront line rental charges refunded...

They agreed and I approached sky again to attempt to return but as X had closed my original line with no ability seemingly to instate a new service Sky then told me I would need to have a new engineer appointment to set up a new line and pay a further fee.

I explained to Company X that I would have to pay a connection fee and that I missed a days work waiting for X to send out an engineer for a service I never received.

Company X at no point contacted me to tell me of any problems and over the course of 2 months I have spent untold time on the mobile calling them and being passed from pillar to post being assured the line would be connected until finally I gave up and it wasn't.

Ironic calling them to be asked for my landline number to access my account when I had never been informed of it. The connection date was moved several times without any communication at all.

So now after 6 weeks since requesting the refund it has finally hit my account but they have overpaid it and are now sendingme letters saying I'm in debt to them.

I will argue that they owe me the line rental and my time spent contacting them plus call costs. But the overpayment is higher than the total sum of that.

I am worried that this supposed debt will adversely affect my credit rating as this mistake like all the others has been no fault of mine purely their fault.

Any advice will be greatly received I'm into hospital tomorrow for oncology treatment so this is the last thing I need to be honest.

Thank you for reading x

JJ_Egan

Pay back the outstanding amount and you have no worries.
If you want to claim against the ISP put it all in writing and itemize each amount with relevant proof .

teddysmum

If they overcharged you, you would want a refund ?

societys_child

Just give the overpayment back, no stress and you'll feel much better

Alias_Omega

how much ?

electric_comperella

120 pounds and an unexpected direct debit has took it out already x

societys_child

Surely you can use the money you had to cover the "unexpected" direct debit, to repay them?


Edit: Is an unexpected direct debit a euphemism for, I've spent it

Ian011

Tell them you had assumed that the additional money was compensation for all of the time and trouble and that you have already spent it.

teddysmum

electric_comperella wrote: »

120 pounds and an unexpected direct debit has took it out already x

So they have helped you avoid overdraft charges.


You could ask them to give you a little extra time to pay, as payment now would involve debt.

Heinz

I had a similar thing with British Gas when changing supplier some time ago. They refunded me £96 to close the account - but then set debt collectors onto me for payment of a £96 debt without any further communication!

I eventually decided to send them a cheque, never use them again and to bad mouth them whenever possible.

Here you go - British Gas are rubbish!