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Demon Internet: complaint, anyone?
indiegirl_2
Posts: 1,078
Forumite
I've been a loyal customer of Demon.net for nearly 4 years, through 3 house moves and all. However, following my last house move I'm wondering if I've done the right thing by signing up to them again.
I called them to give my notice on my last account; well within their 30-day limit, and confirmed the termination date of my last account.
I heard nothing more, although my account was terminated on the date agreed prior to my house move.
Fast-forward 3 months. On Saturday, I received a letter from a credit collection agency demanding the princely sum of £5.81.
This would be all well and good, if I'd received any notification from Demon that I owed it in the first place!! Absolutely nothing was received from them; no statement of accounts, nothing. I was livid!
It's often said that the true test of a 'good' service is how the Customer Service representatives deal with a problem. Trying to get through to Demon was an absolute joke: on the first phonecall I was told that their systems were 'down' - and could I call back tomorrow? (I asked for a callback instead! It never came).
The second call... didn't happen. I tried to call them and received a notification that they were too busy: click (whirr).
I then attempted the online chat session. That was a laugh! Not one person understood what I was trying to ask: a simple question - why was I not informed that I owed money, and why did they involve a credit collection agency?! I still don't konw.
So: I'm writing a letter of complaint, but I'd love to know if anyone has details of a chief at Demon / THUS who I can complain to...??
(Oh, and yes, I did pay their measly sum off the next day)
I called them to give my notice on my last account; well within their 30-day limit, and confirmed the termination date of my last account.
I heard nothing more, although my account was terminated on the date agreed prior to my house move.
Fast-forward 3 months. On Saturday, I received a letter from a credit collection agency demanding the princely sum of £5.81.
This would be all well and good, if I'd received any notification from Demon that I owed it in the first place!! Absolutely nothing was received from them; no statement of accounts, nothing. I was livid!
It's often said that the true test of a 'good' service is how the Customer Service representatives deal with a problem. Trying to get through to Demon was an absolute joke: on the first phonecall I was told that their systems were 'down' - and could I call back tomorrow? (I asked for a callback instead! It never came).
The second call... didn't happen. I tried to call them and received a notification that they were too busy: click (whirr).
I then attempted the online chat session. That was a laugh! Not one person understood what I was trying to ask: a simple question - why was I not informed that I owed money, and why did they involve a credit collection agency?! I still don't konw.
So: I'm writing a letter of complaint, but I'd love to know if anyone has details of a chief at Demon / THUS who I can complain to...??
(Oh, and yes, I did pay their measly sum off the next day)
0
Comments
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I've been with Demon for about the same time as you and although their internet service has been very good, the same cannot be said for their first line Accounts and Customer Support Departments which I believe are based abroad.
Here is a post from the ADSL forum from another disgruntled former Demon customer with the details you wanted.
Best of luck
"It's nice to be important but more important to be nice"
John Templeton 1912-20080
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