Tiscali - I can't be the only one....?

SuzySu

Just lost my previous attempt at posting so trying again....

I have just had the most frustrating phone call of my life tonight. Back in November 2007 we cancelled Tiscali as our ISP and asked for the MAC code. Got this and transferred to Sky. Great......NOT.

Today I received a very nasty letter from a debt collection agency threating to send their 'agents' round to the property, a default notice on our credit file and/or legal action if we don't pay the £39.96 they say we owe Tiscali.

We have been trying to cancel this contract for the past 5 months, but keep getting bills for £9.99 per month. I have got nothing but lies, excuses and promises from Tiscali but they have done absolutely nothing about cancelling our contract.

To cut 1.5 hours of telephone conversation down, the guy I finally spoke to has assured me he will personally cancel the contract and will email me tomorrow with proof of this. He has acknowleged that I was told at least 5 'untruths' during the course of my conversation with 'Monique' tonight and said he is totally embarrassed about the lack of service. At my request he as agreed to refund the cost of my call tonight and has offered additional compensation for the distress we have been caused.

My question is......what would be deemed 'reasonable' compensation for the threats, lies, hassle and general poor service? I though that a cheque for 5 months x £9.99 month would be poetic justice? What are your thoughts?

**woody123**

I am sorry you're having such bad dealings with tiscali..

I cancelled my Tiscali contract in Feb this year and i hope i don't receive letters like that from them or debt collectors working for them..
When i cancelled i was sent a letter saying i still owed my £12.99 payment for the first 6 days of feb. I called them and got it reduced from that to £6, i could have got more off the bill because i only used their broadband for 6 days but the lady i spoke to didn't seem to understand £12.99 divided by 29 and then muliply by 6 so i just said forget it and paid the £6...

I hope you get it all sorted..

Kelticfox

Do you have the emails where you cancelled the acount 5 months ago? If so they cant touch you.

I've heard this a lot from various ISP (continuing to bill after cancellation) and if you can prove you sent a cancellation (Hopefully you dont spring clean your emails) then just send that to the debt collection company.

I also advise you speak to Tiscali's High Level Complaints (Number is 01438 363171) and inform them of your plight.

SuzySu

Thanks Kelticfox. Unfortunately we cancelled by phone but they have never denied our attempts to canel. Every subsequent phone calls starts with "oh yes, we can see you phoned back in November to cancel your contract.....don't know why you are still being billed. I'll get our Finance and Admin department to cancel immediately and write to confirm....."

Thanks also for the phone number. Hopefully we won't need it now, but it might help someone else.

By the way, what is the difference between a lie and an 'untrue answer'? I only ask because when I asked the girl if my call was being recorded (at my request) she said "yes" but the senior manager I eventually spoke to said it wasn't. When I asked why she had lied, he said she just gave me an 'untrue answer'. What a load of betty swollocks!!

Kelticfox

SuzySu wrote: »

By the way, what is the difference between a lie and an 'untrue answer'? I only ask because when I asked the girl if my call was being recorded (at my request) she said "yes" but the senior manager I eventually spoke to said it wasn't. When I asked why she had lied, he said she just gave me an 'untrue answer'. What a load of betty swollocks!!

The Phone Recording option has to be enabled by a manager or Team Leader. This is often done when its coming up appraisal time, they're new on the phones, or if there have been issues in the past.

As far as the Engineer/Customer Service rep is concerned all their calls are recorded.

SuzySu

I have just received a very apologetic email from the Director of Customer Services who has dealt with this issue very professionally indeed. It's just a shame people who work in their Customer Service department have very often let the side down.

letsbehonest

Do any Tiscali senior managers ever read comments/complaints about their very poor service ? I was a Lineone customer it was taken over by Tiscali, it went downhill, I then migrated to Homecall later bought by PIPEX no problem with pipex for two years Tiscali bought pipex Sept 07, problems,problems,problems. emails ! a waste of time they don't reply.