Billing!

Aargh!!!!

Posted: 29.06.2010, 18:40

registered: Jun. 2010

Posts: 3

Status: offline
last visit: 01.07.10

After having a complete nightmare a month or so back when they migrated onto a tiscali line (Offline for 3 weeks, endless phonecalls to some far flung corner of the world, promises of call backs, time taken off work then no call, eventually sorted it myself! etc, etc,) I've now received a letter from Pipex saying due to a systems error I was not charged for some calls made since March 22nd! They're now including these charges in my next bill! SURELY this was their mistake so why should I pay for their cockups? I've been with Pipex for years. Once upon a time it was a great little personal unit, now it's a useless outfit that frankly if I did my job as badly I'd be sacked. I've tried to change but now I no longer have a BT phoneline it's proving impossible. Any suggestions? I have a 2 page complaint ready to go but if they treat that like they've been treating us I'm not holding out much hope!

Pipex_CC

Posted: 29.06.2010, 21:53

registered: Jan. 2009

Posts: 34

Status: offline
last visit: 27.08.10

Hi There,

Sorry to hear you're having problems with the service. Now first of all, I'm sure you were actually switched over to a Talktalk/Opal line. Unfortunately there's not much you could do about the extra call charges on June's bill as these would be valid charges for the calls which you have made but haven't paid (even though it's not your fault). Any phone provider can bill the customer for 90 days in arrears for calls. My best suggestion it to cancel direct debit (if you have one with Pipex) to avoid any possible bank charges and pay off the bill as soon as possible (the service is suspended if a payment is not received within 14 days after the bill's due date).

Hope this helps at least a bit

Aargh!!!!

Posted: 29.06.2010, 22:50

registered: Jun. 2010

Posts: 3

Status: offline
last visit: 01.07.10

Yes it probably was talktalk/opal, neither of which I signed up for. Being a bit of a traditionalist I liked the fact I had a BT line and could opt out/change to another provider if I wanted to. The 'billling' issue just feels like adding insult to injury. I can't begin to tell you how angry I was over the whole 'no internet for 3 weeks' issue. It was Pipex's fault but I was the one who wasted hours in a queue (there are more than 9 people ahead of you...more like 90!) not to mention taking 2 mornings off work as they said they would ring me then they didn't. They offered me £10 credit for my trouble! Now they just send me a letter saying they have made a mistake and I need to make sure I have enough money in my account to cover an amount which they haven't yet told me what it is. It's absolutely appalling. Who is the best person at Pipex to write to about this awful service? This latest letter came from some customer service manager but I need to target someone who might actually listen. I've no intention of leaving it here.

Pipex_CC

Posted: 29.06.2010, 23:01

registered: Jan. 2009

Posts: 34

Status: offline
last visit: 27.08.10

Hi,

I wouldn't be able to give you a specific name whom you could write to, as any complaint would be automatically assigned to a certain agent. The address to write is:

Customer relations
Pipex UK Ltd
PO BOX 14503
Birmingham
B46 9BD

Don't expect a timely reply though.

As for reimbursement for loss of service, you can contact customer services who would be able to check exactly how long you didn't use a particular service and arrange a credit for that. However be advised that the system which tells you "9 people ahead..." can only count up to 9, so it might, as you say, be 90 ahead of you. I'm sure it would be best to call in the evening, towards 9pm.

Alternatively you could contact your local CAB who I'm sure would be able to move things faster, rather than you doing it yourself.

Regards

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