Who Do I Complain To?

PoGee

If anyone has a few spare minutes, can you type the following into your computer - Post Office Phone Cards Terms and Conditions? Then click onto 

UK and International Calling Phonecards FAQs | Post Office. 

Then click 'Phone Card Terms and Conditions' in the Get The Facts Box. When you scroll down to Section 10, it says I can complain to the Telecommunications Ombusdman about AQA Telecoms Ltd, however, that company is not on the list of companies that this Ombudsman will look into.

Thanks in advance.

Aylesbury_Duck

PoGee said:

If anyone has a few spare minutes, can you type the following into your computer - Post Office Phone Cards Terms and Conditions? Then click onto 

UK and International Calling Phonecards FAQs | Post Office. 

Then click 'Phone Card Terms and Conditions' in the Get The Facts Box. When you scroll down to Section 10, it says I can complain to the Telecommunications Ombusdman about AQA Telecoms Ltd, however, that company is not on the list of companies that this Ombudsman will look into.

Thanks in advance.

Are they a B2B service provider, perhaps?

PoGee

Aylesbury_Duck said:

PoGee said:

If anyone has a few spare minutes, can you type the following into your computer - Post Office Phone Cards Terms and Conditions? Then click onto 

UK and International Calling Phonecards FAQs | Post Office. 

Then click 'Phone Card Terms and Conditions' in the Get The Facts Box. When you scroll down to Section 10, it says I can complain to the Telecommunications Ombusdman about AQA Telecoms Ltd, however, that company is not on the list of companies that this Ombudsman will look into.

Thanks in advance.

Are they a B2B service provider, perhaps?

I don't know. It's just why do they put in their t's and c's that any complaint can be taken to the ombudsman. On AQA's website, they say theyve been taken over by EE. Would that be a way around it?

Aylesbury_Duck

Without understanding their trading history, I have no idea about the ombudsman bit.  It could be that they were once signed up the ombudsman but are no longer, perhaps through their acquisition, and that the Ts&Cs are an outdated legacy.

What's your status?  Is your contract with them a B2B one, or is it a private mobile contract?

PoGee

No I'm a minion. I bought Post Office Phone Cards that don't work. Complained to PO who said - not our problem, we sell on behalf of AQA despite PO name etc on the cards and their Complaints Phone Line states (verbally) - welcome to PO...
Wrote to AQA who didn't reply back.

Aylesbury_Duck

How much value is involved?  Worth a LBA to the PO?  It's the PO with whom you have a contract, so don't let them off the hook by following their brush-off.

PoGee

Not a lot of cash involved but they've been messing customers about with their faulty phone cards for YEARS. I checked online customer complaints. What's a LBA?
I complained to Ombudsman about PO who said you cannot complain about phone cards as they do not come under the telecommuncations act 2003 but the PO t's and c's I pointed out in my opening post refer to the 2003 act so the Ombudsman is incorrect. Their website says I cannot complain about their decision.

Aylesbury_Duck

Sorry - Letter Before Action, as a prelude to potential small claims court action.  Your case is that you've bought phone cards to the value of x that don't work, and if they don't respond with a commitment to refund you within 14 days, you will take them to court.

Worth doing the letter to see if it gets a response, but perhaps an empty threat if the value is trivial - the small claims court won't entertain it.

born_again

http://www.aqatelecom.com/home
Great website...

PoGee

born_again said:

http://www.aqatelecom.com/home
Great website...

Yes I saw this and what they say about PO but ombudsman will still not entertain me.