We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
Fleur Telecom - so Awful you wish you were making it up! (Long post warning)
AnnabellaLaws
Posts: 3 Newbie
So November 2015 my partner gets a letter telling us we are being Migrated from TalkTalk To some unknown company called Fleur Telecom, (I'll add moved against out wishes.)
We decide to do a little research, most come up with nothing but media outlets saying how people are being dropped from virgin to talktalk, then from talktalk to this unknown Fleur and other such news items. So we dig a little deeper and find its website, it claims to be a British based company. hmm.. ok well their still new maybe. so we dig deeper again and we find talktalks posts on the matter, most people are unhappy (I know I'm one of those unhappy people), at this sudden dump. so I dig around some more and find some company backgrounds, one claims their 2 years old, another says their 1 year old and then one says their only a few months old. well that struck me as a bit odd but I foolishly left it at that. But that's the simple bit, it gets Worse from there!
So November comes to an End my partner goes on to talktalks site thinking the November bill would be still owed to talktalk, but instead he is greeted with an insulting "we're sorry you left" message in place of his "my account" page, So he phones TalkTalk thinking that's going to be easyer, after a while of god awful music we get to someone, he asks to speak to billing, gets put though tells them the problem and he's told "sorry sir you now owe your bill to Fleur, please call them now sir." So my partner phones Fleur gets though to some nice lady, tells her the problem and she tells him wait for this. "sorry Sir we don't have you on our records yet, your bill is still owed to TalkTalk at this point" And so begins a 2 month tennis match of who we owe our November bill to.
Mid December comes its December 22nd the Tennis match is still going! but WAIT someone for Fleur phones our mobile (something we didn't provide them details of) while we in transit on a very busy bus (its Xmas shopping season) on our way to a medical, the lady on the phone asks my partner to provide billing information and card details even AFTER he told her "sorry I'm on a packed bus on my way to a medical right now" and so he asks her to call back on the landline on the 23rd when he knows we will be in ALL day long.
23rd December No phonecall on land line nothing not even a beep on the mobile with its whole unstable 1 bar of signal. Later My partners mother texts my mobile asking if something has happened to the landline or have we got a new number? we text back saying no not that we know of, and so more texts start coming in from friends and family all asking if we're ok, what's happened to the phone, so I track up the grit bin at the top of the hill in my backwater Devon village I live in to get the only known spot in the whole village to have mobile phone signal and try to phone the landline. "this number is not in service". Hmmm So I head back home and tell my partner then sends e-mail to contact Fleur to find out what the heck is going on. Internet is the only thing still active on the line at the time. auto response telling us to Phone Fleur. So he tries to phone Fleur on the landline, types in 2 numbers and gets the "Durr, durr, durt. This number is not recognised" he also tried 111 and 999 as soon as he hit the 2nd number he gets "number not recognised" hmm phone cut off then. (as well as Fleur braking the law on emergency numbers).
We spend all of xmas right into the first week of jan totally un-contactable. the mobile is pay as you go with no credit and no signal hmm BIG problem.
2nd week of jan a Man phones the mobile from Fleur, its a miracle the phone has found a rare whole semi stable bar of signal we put books under it and put it onto loud speaker in hopes of keeping it stable, my partner talks to the man and explains the problem. the man agrees its a big problem and unblocks the phone to incoming calls only so that Fleur themselves can contact us. We think "at last some headway" we find out the phone Is barred because of outstanding bills from November and Now December. Ok yep we had been trying to pay those for the past 2 months! but we didn't know to who. Problem was there was now no money in our account because other bills had needed paying and he was going to have to wait 3 days. ok not a problem the man tells us, 3 days later our phone beeps up it has a voice mail. hmm... we then try to find a way to get the voice mail, need some kind of pin, we take it to EE shop they tell us its because its an old sim from an old network that no longer exists. BIG problem, someone from Fleur manages to contact us again while we're out, my partner explains the problem only this time the woman is a bit obnoxious. We get home we e-mail them explaining the problems we are having, that we can't get into our my account on Fleur's site and they finally give my partner his log in info. My partner Finally manages to pay some of the bill off (£20), two more weeks roll by my partner pays £40 more of the bill off, we are having to do it bit by bit because its mounted up during the months of the tennis game of who we owe that we can not afford to pay it ALL off in one lump sum. now thinking he'd be ok for a couple more weeks when he could pay off some more, under the impression they could legally only charge for line rental and internet charges for January (and he's right) he said he would pay the remaining £50 next money and that would be the bill finally sorted.
NOPE Thursday 28th of January he gets a call on the mobile, from the obnoxious lady, My partner was not feeling overly well that day so I was in the background as she then tried to BULLY him to pay £158.99 upfront right now or be cut off. I was "ay, how is it that high?" So I enquire as to why its high and she goes "Oh its January's bill now added on, you have to pay the whole lot or be cut off" she tells me. hmmm so I told her "excuse me but could you please explain to me why January is so high" she then brakes down the bill. I challenge her on the costing, saying "Excuse me how can we owe you for the phone packages we have been cut off for the whole of January so could use nothing of the phone at all" she then tries to fob me off with utterly weak excuses. So I ask if we can speak to a manager she says yes, and I ask could she phone the landline please or e-mail us because we don't know if the mobile can hold signal and it can not pick up voice mail. 2 hours later the phone get half a bar or something but it pings in another voice mail! I was at this point just wondering if I was starting to loose my little bit of sanity or if the people at Fleur really are THAT stupid!
we have now spent since Thursday 28th January 2016 Arguing with the so call management from Fleur over e-mail because I e-mailed them stating I want to make a complaint about our treatment so far from Fleur and I went into Lengthy detail and even the manager still can not comprehend the problem with cutting the line off both ways in a rural area where mobile signal is non existent,
Today they have closed all our internet ports making it so we have extremely limited internet access. The whole fiasco is radicles.
Also this so call manager thinks its legal to charge you for items you are not getting. Charging you for something you are not getting is Theft plain and simple. Fleur Claims to be a British based company yet it FAILS to understand basic laws and BASIC consumer standards.
Needles to say we have now changed company and are just waiting for all the bits to come from them so we can LEAVE Fleur I might even go as far as to get a legal injection against Fleur so they can not so much as send a promotional mail to me in the post.
Needless to say I would encourage anyone who has found themselves suck with Fleur to Leave ASAP before you become their next victim. Also any trouble at all go direct to Ofcom and report it and also go to cisas and see if they can help. It's sadly obvious at this point that Fleur are only going to learn the hard way.
We decide to do a little research, most come up with nothing but media outlets saying how people are being dropped from virgin to talktalk, then from talktalk to this unknown Fleur and other such news items. So we dig a little deeper and find its website, it claims to be a British based company. hmm.. ok well their still new maybe. so we dig deeper again and we find talktalks posts on the matter, most people are unhappy (I know I'm one of those unhappy people), at this sudden dump. so I dig around some more and find some company backgrounds, one claims their 2 years old, another says their 1 year old and then one says their only a few months old. well that struck me as a bit odd but I foolishly left it at that. But that's the simple bit, it gets Worse from there!
So November comes to an End my partner goes on to talktalks site thinking the November bill would be still owed to talktalk, but instead he is greeted with an insulting "we're sorry you left" message in place of his "my account" page, So he phones TalkTalk thinking that's going to be easyer, after a while of god awful music we get to someone, he asks to speak to billing, gets put though tells them the problem and he's told "sorry sir you now owe your bill to Fleur, please call them now sir." So my partner phones Fleur gets though to some nice lady, tells her the problem and she tells him wait for this. "sorry Sir we don't have you on our records yet, your bill is still owed to TalkTalk at this point" And so begins a 2 month tennis match of who we owe our November bill to.
Mid December comes its December 22nd the Tennis match is still going! but WAIT someone for Fleur phones our mobile (something we didn't provide them details of) while we in transit on a very busy bus (its Xmas shopping season) on our way to a medical, the lady on the phone asks my partner to provide billing information and card details even AFTER he told her "sorry I'm on a packed bus on my way to a medical right now" and so he asks her to call back on the landline on the 23rd when he knows we will be in ALL day long.
23rd December No phonecall on land line nothing not even a beep on the mobile with its whole unstable 1 bar of signal. Later My partners mother texts my mobile asking if something has happened to the landline or have we got a new number? we text back saying no not that we know of, and so more texts start coming in from friends and family all asking if we're ok, what's happened to the phone, so I track up the grit bin at the top of the hill in my backwater Devon village I live in to get the only known spot in the whole village to have mobile phone signal and try to phone the landline. "this number is not in service". Hmmm So I head back home and tell my partner then sends e-mail to contact Fleur to find out what the heck is going on. Internet is the only thing still active on the line at the time. auto response telling us to Phone Fleur. So he tries to phone Fleur on the landline, types in 2 numbers and gets the "Durr, durr, durt. This number is not recognised" he also tried 111 and 999 as soon as he hit the 2nd number he gets "number not recognised" hmm phone cut off then. (as well as Fleur braking the law on emergency numbers).
We spend all of xmas right into the first week of jan totally un-contactable. the mobile is pay as you go with no credit and no signal hmm BIG problem.
2nd week of jan a Man phones the mobile from Fleur, its a miracle the phone has found a rare whole semi stable bar of signal we put books under it and put it onto loud speaker in hopes of keeping it stable, my partner talks to the man and explains the problem. the man agrees its a big problem and unblocks the phone to incoming calls only so that Fleur themselves can contact us. We think "at last some headway" we find out the phone Is barred because of outstanding bills from November and Now December. Ok yep we had been trying to pay those for the past 2 months! but we didn't know to who. Problem was there was now no money in our account because other bills had needed paying and he was going to have to wait 3 days. ok not a problem the man tells us, 3 days later our phone beeps up it has a voice mail. hmm... we then try to find a way to get the voice mail, need some kind of pin, we take it to EE shop they tell us its because its an old sim from an old network that no longer exists. BIG problem, someone from Fleur manages to contact us again while we're out, my partner explains the problem only this time the woman is a bit obnoxious. We get home we e-mail them explaining the problems we are having, that we can't get into our my account on Fleur's site and they finally give my partner his log in info. My partner Finally manages to pay some of the bill off (£20), two more weeks roll by my partner pays £40 more of the bill off, we are having to do it bit by bit because its mounted up during the months of the tennis game of who we owe that we can not afford to pay it ALL off in one lump sum. now thinking he'd be ok for a couple more weeks when he could pay off some more, under the impression they could legally only charge for line rental and internet charges for January (and he's right) he said he would pay the remaining £50 next money and that would be the bill finally sorted.
NOPE Thursday 28th of January he gets a call on the mobile, from the obnoxious lady, My partner was not feeling overly well that day so I was in the background as she then tried to BULLY him to pay £158.99 upfront right now or be cut off. I was "ay, how is it that high?" So I enquire as to why its high and she goes "Oh its January's bill now added on, you have to pay the whole lot or be cut off" she tells me. hmmm so I told her "excuse me but could you please explain to me why January is so high" she then brakes down the bill. I challenge her on the costing, saying "Excuse me how can we owe you for the phone packages we have been cut off for the whole of January so could use nothing of the phone at all" she then tries to fob me off with utterly weak excuses. So I ask if we can speak to a manager she says yes, and I ask could she phone the landline please or e-mail us because we don't know if the mobile can hold signal and it can not pick up voice mail. 2 hours later the phone get half a bar or something but it pings in another voice mail! I was at this point just wondering if I was starting to loose my little bit of sanity or if the people at Fleur really are THAT stupid!
we have now spent since Thursday 28th January 2016 Arguing with the so call management from Fleur over e-mail because I e-mailed them stating I want to make a complaint about our treatment so far from Fleur and I went into Lengthy detail and even the manager still can not comprehend the problem with cutting the line off both ways in a rural area where mobile signal is non existent,
Today they have closed all our internet ports making it so we have extremely limited internet access. The whole fiasco is radicles.
Also this so call manager thinks its legal to charge you for items you are not getting. Charging you for something you are not getting is Theft plain and simple. Fleur Claims to be a British based company yet it FAILS to understand basic laws and BASIC consumer standards.
Needles to say we have now changed company and are just waiting for all the bits to come from them so we can LEAVE Fleur I might even go as far as to get a legal injection against Fleur so they can not so much as send a promotional mail to me in the post.
Needless to say I would encourage anyone who has found themselves suck with Fleur to Leave ASAP before you become their next victim. Also any trouble at all go direct to Ofcom and report it and also go to cisas and see if they can help. It's sadly obvious at this point that Fleur are only going to learn the hard way.
0
Comments
-
AnnabellaLaws wrote: »I might even go as far as to get a legal injection against Fleur
A lethal injection would be far more satisfying.
You do have my sympathy. The way Virgin Media palmed off ADSL customers to TalkTalk was very poorly managed. To then be palmed off again by TalkTalk to Fleur because you were outside TT's viable area was even worse.... DaveHappily retired and enjoying my 14th year of leisureI am cleverly disguised as a responsible adult.Bring me sunshine in your smile0 -
HAHAHA Yeah did not see that typo until just now. XD0
-
I am in the same boat - dumped by Virgin and then dumped again by Talk Talk and now with Fleur - but hopefully not for much longer. Price hike every time I have been passed along. I don't recall ever giving Virgin my permission to pass on my bank details to anybody else and I certainly didn't give my permission to Talk Talk but that is what has happened. Doesn't data protection come into this somewhere? Pretty disgusted with the whole lot of them and the shabby way they treat their customers.0
-
FLEUR TELECOM..
On April 21st my landline went down and was reported to Fleur telecom..
They rang me back to udate me and said B.T.would see to it on Wednesday 26 th April.
On that day I had a phone call from...B.T...asking about the fault and saying they needed to check my broadband.
I kept on telling them I had no problem with my broadband it was my landline.
They insisted they had to check my broadband which they went ahead and did with a series of test on my computer.
They went through a series of tests and graphs telling me my broadband was not as it should be.. My computer screen was going blank and coming on again with screens of B.T websites coming on and off.
I kept telling them my broadband was adequate for my area and it was my landline not working I was reporting as faulty.
After nearly 2 hours of this carry on a program appeared to be scanning something which eventually stopped and I was asked to read what was the last line of the program..
It read that I was entitled to £255,00 compensation from B.T..
I was directed to another B.T website to make my claim..
I was asked if I did online banking and I said ..No
I was then asked if I was with Paypal and I said no..
I was then invited to sign up to Paypal as they could do it for me.
I declined.
A manager came on to talk to me and got the same answers and said he would have to talk with their accountant. They then ended the call..
These people were all foreign sounding in some call centre which is usual these days and didnt sound suspicious until talk of money came up.
I had 2 text messages from them one from zeek and one from mobtopup, both with codes for me to use. Their parting shot was that B.T would be coming to sort my phone at 5 pm that day.
I find it too much of a coincidence getting these calls when I am expecting contact from B.T. both days and its only Fleur telecom and B.T who are aware my phone is down
Consequently my computer has been messed with where I couldnt accesss any of my programs and my virus programs all disabled.
I have had to get someone in to put things right at a cost to me.
Fleur telecom rang me again and said someone from B.T had been to look at the problem and it needs further investigation and my line should be fixed today May 2nd. No one has been anywhere near as I am practically housebound. I reported all this to my provider.
Today I had a phone call on my mobile from a ..Private Number.. which I did not answer as I thought it maybe another hoax.
Another call from Fleur Telecom saying b.t. would be out to fix my phone on Saturday April 8th. On my way out on Thursday May 4th. B.t was at my neighbours property digging up the verge alongside a pile of dumped rubbish lookimg for the fault and said he would ring me later when it was sorted.
He later rang me on my landline saying the fault had been fixed. When questioned on if the line had been brofen he said it was ..wear and tear..
I had an e,mail from Fleur Telecom claiming it was my fault and I owed them £170 and they would take it out of my account when my next bill was due.
I complained to them and objected very strongly so now they are doing an investigation and wont take any money from me till investigation complete.
I have e.mailed them back to the fact that the fault was found at the next propery which is al least 200 metres from me.
In the meantime my distress continues.
Yesterday May 8th, Fleur telecom rang me to tell me there would be no charges with no exclamation or apology. I stated at how upset and worried I had been and all I got was a titter. I have been treated disgustingly by both parties but neither show any concern or care for their custoners.
May 13th After another investigation B.T say it is chargeable to me but Fleur this time are not charging me.
I am disgusted but where do I go for help
Thank you0 -
I get regular calls from people claiming to be from BT who tell me they have detected a problem with my computer and other such nonsense. I think it is a coincidence that you received one when you had a line fault.0
-
This call appears to have been from scammers. They scanned your computer for bank details and would have emptied your account if they had found any. They will have left programs on your computer that allow them to access it and read your files. They may have stolen the passwords for your email and any websites you use.On that day I had a phone call from...B.T...asking about the fault and saying they needed to check my broadband.
{snip}
After nearly 2 hours of this carry on a program appeared to be scanning something which eventually stopped and I was asked to read what was the last line of the program..
It read that I was entitled to £255,00 compensation from B.T..
I was directed to another B.T website to make my claim..
I was asked if I did online banking and I said ..No
I was then asked if I was with Paypal and I said no..
I was then invited to sign up to Paypal as they could do it for me.
Make sure you remove any malware left behind and change your passwords. Check your bank account.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 350.3K Banking & Borrowing
- 252.9K Reduce Debt & Boost Income
- 453.2K Spending & Discounts
- 243.3K Work, Benefits & Business
- 597.8K Mortgages, Homes & Bills
- 176.6K Life & Family
- 256.3K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards