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Pipex - MAC code then big bill !

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I am new to this forum so please bear with me. I have used Pipex for several years but recently decided to go to a different provider, and I contacted Pipex and they gave me the MAC code. I was at no time advised that I was still under contract with them for a fixed period, my stupidity is that I did not specifically ask, all I did was ask for the MAC code. However on checking my credit card I see they have charged me two amounts, within two days, one for £78.87 and one for £48.96. I have not left Pipex (yet) and I have not been told about these charges, nor have I agreed to any charges.

I tried to contact Pipex this morning but of course they are not working on Bank Holiday Monday. I am furious. Surely they have the responsibility to warn me that I would incur these charges if I left Pipex, but since I have not actually left yet, how can they do that?

I don't want any break in internet so don't want to stop the debit at the moment, and of course, if they are wanting to fine me for the balance of any contract period,, then I would rather stay with them until the end of the period and then change.
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Comments

  • del1001
    del1001 Posts: 229 Forumite
    Comments withdrawn
  • aliasojo
    aliasojo Posts: 23,053 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    Have you upgraded your Pipex service within the last 12 months? If so, you will have automatically entered into a new contractual period.

    I moved from a 2meg to an 8meg service and got reluctantly tied in again.

    Having said that, Pipex have had some system errors lately which has resulted in some customers being told they would be charged for services they dont even have (I was going to be getting charged for a call package I dont have). Perhaps it's just an error.

    You'll just have to play the waiting game until tomorrow unfortunately.
    Herman - MP for all! :)
  • Biveran
    Biveran Posts: 6 Forumite
    Oh thanks aliasojo let's hope it is a mistake on their part.
  • esperluette
    esperluette Posts: 44 Forumite
    Pipex has finally told me by email that their system automatically generates a cancellation charge on request of a MAC code " if within contract period".Howewer they charged me a whole years' cancellation charge for a contract upgrade which , as per their own billing started on the 1rst of april but which I had cancelled on the 31march (and I was told would start 7-10 days after the 29th march).After dozens of emails in which they just ask for the same details again they have admitted their error but no refund in view; they also dont respond to subject access data requests and pass you around from 0871 number to another.

    does anybody else think that pipex has incorrectly charged them a cancellation fee for a non existent contract/ outside the cancellation period?I am aware of at least two other peole who have posted in other websites.
  • MrsTinks
    MrsTinks Posts: 15,238 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker Name Dropper
    I would personally call tomorrow when everyone is back in - don't settle for e-mails. It might well be a system glitch to be fair, I think there are some system migrations taking place but I could be wrong...
    DFW Nerd #025
    DFW no more! Officially debt free 2017 - now joining the MFW's! :)

    My DFW Diary - blah- mildly funny stuff about my journey
  • esperluette
    esperluette Posts: 44 Forumite
    thanks but
    wrong address on website
    rubbish emails responses
    rubbish response to registered letter (asking for details aleady given in the letter)
    calling me a liar on the phone re the address
    taking money for a non existent contract
    telling me to ring one number in an email ( credits) then passing me on to customer care who then said I had to speak to cancellations ( all 0871)
    latest email telling me again to speak to customer/ credit...
    not responding to data subject access requests
    all this since 07.04.08....
    some glitch in the system!
    But I agree that emails dont get anywhere and will rely on registered post for cancelling, thanks
  • Biveran
    Biveran Posts: 6 Forumite
    looks like I have a fight on my hands....
  • MrsTinks
    MrsTinks Posts: 15,238 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker Name Dropper
    Just out of interest - when you have spoken to Pipex have you been through to the Indian or where ever centre or dealing with people in the UK?
    DFW Nerd #025
    DFW no more! Officially debt free 2017 - now joining the MFW's! :)

    My DFW Diary - blah- mildly funny stuff about my journey
  • before_hollywood
    before_hollywood Posts: 20,686 Forumite
    they sent me a stack of emails one after the other about a direct debit, were due to send me a mac key through the post, phoned after a week to see if i hadn't then gave it me over the phone cos i never recieved it, going o2 broadband and waiting for pipex to cut me off, i'm due to move sometime before the 3/6
    things arent the way they were before, you wouldnt even recognise me anymore- not that you knew me back then ;)
    BH is my best mate too, its ok :)

    I trust BH even if he's from Manchester.. ;)

    all your base are belong to us :eek:
  • before_hollywood
    before_hollywood Posts: 20,686 Forumite
    MrsTine wrote: »
    Just out of interest - when you have spoken to Pipex have you been through to the Indian or where ever centre or dealing with people in the UK?
    only uk person i have spoken to was the person who phoned me with the mac key

    whichever foreginers they are employing are incompetent wastes of space who need to learn english and not constantly lie and hang up on people
    things arent the way they were before, you wouldnt even recognise me anymore- not that you knew me back then ;)
    BH is my best mate too, its ok :)

    I trust BH even if he's from Manchester.. ;)

    all your base are belong to us :eek:
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