Direct Save - Can I cancel early?

Hagar_uk

5 or 6 months ago I was looking at fibre broadband deals on this and one of the better deals was DirectSave, I liked their deal as it was simple low cost monthly fee not spoke and mirrors vouchers etc

The price quoted on MSE and joining email from them was something like 22.99 month. But all bills have come in as 24.99.

Contacting them is a nightmare. You can no longer just call them it seems,

You have to fill in a form saying they will get back to you in 10 working days unless they busy. It's been nearly a month so far.

I don't mind companies making mistakes, but trying to fix them is annoying me.

As such I don't have trust in this company, if I had a fault, I doubt it would get fixed at all. So wish to change. Provider as I need Internet for working from home every now and again.

Do you think I could cut the contract early on the basis the contract formed has not been met by the wrong price being charged.

[Deleted User]

Hagar_uk wrote: »

5 or 6 months ago I was looking at fibre broadband deals on this and one of the better deals was DirectSave, I liked their deal as it was simple low cost monthly fee not spoke and mirrors vouchers etc

The price quoted on MSE and joining email from them was something like 22.99 month. But all bills have come in as 24.99.

Contacting them is a nightmare. You can no longer just call them it seems,

You have to fill in a form saying they will get back to you in 10 working days unless they busy. It's been nearly a month so far.

I don't mind companies making mistakes, but trying to fix them is annoying me.

As such I don't have trust in this company, if I had a fault, I doubt it would get fixed at all. So wish to change. Provider as I need Internet for working from home every now and again.

Do you think I could cut the contract early on the basis the contract formed has not been met by the wrong price being charged.

Never actually heard of them TBH but having a quick look at their website it is £22.95 for up to 35Mbps fibre for 12 months. Also be aware that the 'free discount club' looks like it's chargeable at £50 for the year at the end of the 12 months.

Why do you say you can't phone them? There's multiple options at: https://www.directsavetelecom.co.uk/contact_us.php

Direct Save Telecom
Technical Support - 8am to 8pm Monday to Friday, 9am to 5pm Weekends and Public Holidays - 01923 709 709 Option 2

Sales - 9am to 8pm Monday to Friday, 9am to 5pm Weekends and Public Holidays - 01923 709 709 Option 1

Customer Services, Billing and Admin - 8am to 8pm Monday to Friday, 9am to 5pm Weekends and Public Holidays - 01923 709 709 Option 3

Alternatively, please use the form below to submit your customer service query. One of our UK based customer service advisors will respond within 24 working hours by email, or if appropriate they will telephone you.

Address:

Direct Save Telecom, Direct Save House, Century Court, Tolpits Lane, Watford WD18 9RS

If none of them works (try them all if necessary) then write a letter (registered delivery)

born_again

How are you paying?

You need to dig out that email and confirm "joining email from them was something like 22.99 month." Was the price. £24.99 is the set up fee.

If you pay by DD then technically they are breaching the DD Mandate by charging too much. You could get the bank to do a indemnity claim.
If they fail to respond to you.

I'd be pretty sure that action would attract their attention.

Hagar_uk

Thanks for the replies,
When I looked last time they seemed to have only webform for callback, but looking again they do have the numbers there again.

I did once before try calling them on a technical matter only to get a message saying my numbers is barred despite trying 3 different phones, and have zero contact with before.

the payment is via DD

JJ_Egan

DS see Phones section for posts .


No you cannot just cut a lawful contract by cancelling DD as that leads to trouble for you .

Hagar_uk

I as not wishing to cancel the direct debit, that would be breach of contract, but if they are charging more than they should, are they not in breach of contract as well? Could the contact be cancelled based on this?

Hagar_uk

So managed to get through to them on phone, issue was paper billing was turned on. Not sure why I have no wish to pay for a paperbill or a paperbill in general

Despite all previous attempts of communicating being useless. This time CS sorted it out quickly with a credit in next month bill. can't not fault the Cs operator

I am back to where I should be, so going to carry on till the contract is over.

born_again

JJ_Egan wrote: »

DS see Phones section for posts .


No you cannot just cut a lawful contract by cancelling DD as that leads to trouble for you .

Direct Debit Guarantee

The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.

If the company have been taking £24.99 instead of £22.99 and the OP has that in the email (which is why I asked to check) and it states £22.99
Then the Co are in breech.
I was not suggesting cancelling, just using the DD guarantee to get the over payment back.

[Deleted User]

born_again wrote: »

If the company have been taking £24.99 instead of £22.99 and the OP has that in the email (which is why I asked to check) and it states £22.99
Then the Co are in breech.
I was not suggesting cancelling, just using the DD guarantee to get the over payment back.

Using the threat of the DD guarantee is only of use if you can actually contact the company, which was the OP's problem. Happily he's now resolved it.

born_again

Colin_Maybe wrote: »

Using the threat of the DD guarantee is only of use if you can actually contact the company, which was the OP's problem. Happily he's now resolved it.

You do not need to contact the co for a DD indemnity. You contact your bank.

But it's good that the Op has sorted it out.