Shell broadband and cancellation charges

Andrea15

The saga continues.

1) They asked me to return the router, so I asked if they cold give me a postage label which they sent me. I get everything packed and take it to the post office (which is a nuisance in itself).
2) The label was wrong, so I had to pay for postage. I contacted them again and they said they would reimburse me along with the credit that I am due. that was 29/12
3) Today I receive an email saying that I failed to send them the router, so I will be charged £35. Thankfully I still had my proof of postage. So I had to contact the AGAIN (and that takes about 30 minutes by the time you talk to someone), they apologised, yada yada yada. I was supposed to have received all the money I am due by the 12th, but nothing has appeared.

Is it me or they were just chancing it in the hope I wouldn't pursue it?

[Deleted User]

It's just you,

Andrea15

And the saga continues.
Yesterday they sent me a refund, but it was for the wrong amount.
Now I am lodging a complaint (I am in the queue for the chat) as if they are useless with trivial amount of money, goodness knows what they do with bigger sums.
Twice before they told me that the full amount was due would be in my bank account just within a few days, but, after a month here I am.

Andrea15

I had lodged a complained (I am still waiting for my money) and I then duly received an automated acknowledgment. The next day (today) I received another email saying that the complaint had been resolved and then closed.
Ooookkk...

paulttt

For anyone else reading this thread that are thinking of switching providers. 

Please bare in mind that changing providers these days are provider led.   By this I mean, if you're out of contract and want to jump ship from say sky to talktalk, you contact talktalk and they initiate the move.

Cancelling with a company without doing this can lead them to place a cease on your line.  Unfortunately that cease has to clear before any other provider can take the line over.

This isn't applicable if you are joining an ISP that isn't on the Openreach network, for example from sky to virgin. 

PawelK

Just a word of warning about Vodafone. Think twice if you want to join them. I've had an absolute shock from their customer service and the way they've been dealing with my issues since December. Having lost any hope I am now exploring ways to exit my contract without paying remainder as I had enough.