Utility warehouse refusing to allow 14 cooling off period cancellation.

TrainDriver

superkoopauk said:

You also might like to consider staying with UW but moving to their variable tariff.  Because you are taking the other services you would get a 5% discount on the cap plus whatever government help is coming.  The question with that though is would UW waive the exit fee?

The exit fee doesn’t apply as I’m within the 14 day cooling off period.

Regardless, I won’t be staying with them anyway after experiencing them trying to mislead me over my cancellation rights.

artyboy

TrainDriver said:

london21 said:

What does your terms and condition say.

Will be annoying if you cannot cancel within the colling off period but wait to hear the announcement tomorrow.

Many will be in a similar situation. 

The terms and conditions are as expected, 14 day cooling off period to cancel switch.

The idiots on the phone are saying it now can’t be done as the switch has already happened and it’s only day 7 of the cooling off period and one of them told me that the cooling off period doesn’t apply to energy  they are being deliberately misleading and I’ll be raising a formal complaint about it.

Ive also used their cancellation form and I’ll be posting it recorded delivery today.

If, as I understand it, the 14 day cooling off period is a statutory right for consumer contracts, it doesn't matter what UWs terms and conditions say, they can't override statutory rights.

Clearly giving you the runaround anyway, I suspect in the hope that some people will just accept what they say. Glad you're not giving up...

MoneySavingDummy

I've just come off the phone with UW:

- asked if I could switch from fixed to SVT without paying exit fee, adviser said sure and actioned the switch immediately (this took less than 5 mins of my time)

- I then went on to cancel my mobile phone and boiler cover without problem (although I was put on hold for a total of 1.5hrs before I could speak to the separate departments)

All in all, I'm happy with the outcome.

chitman13

For those that were with UW anyway and changed to fixed from their SVT, I called earlier and can confirm a no hassle switch from fixed back to SVT with no exit fees and DD reverting back to previous SVT ones (I switched on 3/9). I was on the phone for no more than 10 mins once I got through.

Shedman

MoneySavingDummy said:

I've just come off the phone with UW:

- asked if I could switch from fixed to SVT without paying exit fee, adviser said sure and actioned the switch immediately (this took less than 5 mins of my time)

- I then went on to cancel my mobile phone and boiler cover without problem (although I was put on hold for a total of 1.5hrs before I could speak to the separate departments)

All in all, I'm happy with the outcome.

Had you been with them more than 14 days (or 30 days if their own peace of mind guarantee was relevant) and, if so, did they not try to impose an early termination charge for the remainder of the mobile contract (as most other mobile providers would do)?

MoneySavingDummy

I was just within the 30 days, so they said I didn't need to pay £30 admin fee to cancel boiler cover (effective immediately). Mobile is a monthly rolling contract with a 30 day notice period, so I'll be paying for one more month from today. No early termination charges. Of course I'll have to keep an eye on my bill when the dust settles.