Supanet

getzls

Hi. Anyone experience of these?
My Wife phoned them and arranged to set up a phone and broadband deal.
She changed her mind and I called them, she gave permission for me to speak on her behalf.
They said to cancel it would cost £35 and she agreed to this. They said they have it on tape.
Likely this is legal.
I said what if we don't agree to this payment ( already £15 paid to set account up )?
Adviser said they would put it in the hands of debt advisers.
I said if I do pay it in will go to bank and get a charge back.
He then said this would be an illegal charge back and is Fraud.
Advice folks please.

macman

How long was the period between her order and your cancellation?

getzls

I phoned next day to cancel and will post a letter on Monday.
Phoned Trading Standards and they said they are talking BS.
They can't take any moneyou no matter what they told her about cancelling and they shouldn't have taken the £15 within the cooling off period.

macman

Quite right, reconfirm by letter and keep a proof of posting when dealing with these guys. Their own T&C's make it quite clear that you have a 14 day cooling off period under CCR, and that no services will be provided in that period-so they had no authority to take a payment of any kind unless she agreed it.
The £35 is actually the Openreach Cease Charge, which is payable upon termination of the service if you do not migrate to another service. Since the service was never started, they will not incur that charge from OR and should not be passing it on.

getzls

She is going to do a charge back on the £15.
The guy from the Consumer Council was a bit unsure about this.
Going to go ahead with it and see what happens.
Fraud!! Sods.

macman

What was the £15 charged for , did she agree it, and how was it taken?

getzls

The £15 seemed to be a set up fee.
The consumer council said it should not have been taken.

horriblehorace

I threatened to report them to the Police for theft when they took money from me. They soon paid it back!!

Pjrowles

I was with supanet in 2014 it’s now 2018 and they said I owe them £280 I was only with them 1month I changed to bt because the internet kept breaking up.
They’ve got untouched with me after 3yrs

Pjrowles

And still demanding £280 or they will send in debt collectors

horriblehorace

They have no morals. They took money from my bank account but returned it when I threatened to report them to the police for theft. Ask them the basis for the charge and why the delay. Good luck