Onestream renewing contract without permission

xyu87

Hello guys,

Just wondering if anyone else has dealt with Onestream and how their resolution went?

My partner was on a 1 year contract with Onestream from Jan 2024 to Jan 2025, we have it in writing that it is a rolling monthly contract after that point. Now, when attempting to cancel, it appears they had signed a new 24 month contract without her permission or knowledge, and of course they want to charge extreme early cancellation fees (and extras). I don't have a figure but I estimate they'll ask for around £600-700. To cancel a contract they signed without permission - Feels extremely illegal?

A bit of googling has led me to a lot of similar cases of Inertia selling, and they did hit the headlines a little with their recent stunt of signing customers up to nordvpn without their permission so it seems they are well known for this.

Obviously I have proceeded through the complaints department and I'm expecting to have to escalate through the ombudsman and ofcom but I'm wondering if anyone here had similar issues.

QrizB

Just to note:

xyu87 said:

... it appears they had signed a new 24 month contract without her permission or knowledge,

Thqat's not possible legally. If they say she agreed to a new 24-month contract, they'll need evidence that she agreed to it.

Has she asked to see their evidence of her agreeing to the contract?

littleboo

Could ahe have agreed to any changes to the service or pricing? That would typically involve a new minimum term.
Otherwise, as above. What exactly have Oneatteam said about how the contract was renewed?

Ayr_Rage

A good clue about what might have happened is to look at how much the price jumped from January 25 to February 25.

Time to dig out all correspondence from that period and see what they were offering regarding contract and pricing.

xyu87

Appreciate the replies everyone! Live chat is just going in circles saying that she signed a contract independently on 07/01 at 4pm. I've tracked back in my google photos and hilariously we were up in a snowstorm at -5c at the time of contract signing. Email on 15/01 states she is on a rolling monthly contract. Puddled?

xyu87

Ayr_Rage said:

A good clue about what might have happened is to look at how much the price jumped from January 25 to February 25.

Time to dig out all correspondence from that period and see what they were offering regarding contract and pricing.

The price said it would jump from £22 to £35 without a contract but the bills after this seem to honour the contracted discount. All correspondence was unread by her until the other day, and their "thanks for agreeing to a new contract" emails all came through WHILST we were on live chat them. Very fishy.