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headshot
VIP Member
Posts: 35936
Location: UK
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 Posted: Tue, 25th Sep 2007 18:44 Post subject: Pissed @ ISP |
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So I just e-mailed my ISP ...
Hello,
I pay for your services via direct debit once per month. When I first set up my account late last year, I gave you my card details and for whatever reason, you didnt take payment for several months which acquired me a bill of approximately £160. When I finally found out about this obviously I was somewhat shocked since I thought payment was being taken as it is what I requested. In an effort to pay back my outstanding balance, I suggested you deduct £10 as well as the usual monthly fee. Clearly this hasnt been happening since yesterday I had £200 taken from my account! Obviously I wondered where my money had gone when I went to the cashpoint! This has left me in a bit of a financial situation that I am not happy with! I would have appreciated a phone call before you withdrew that money and I would rather have agreed to pay half of the balance this month and the other half next month or something since the only reason I got the outstanding balance is because of a cock up at your end!
End of Email.
Obviously I am a bit annoyed. Can they do that or don't I have a leg to stand on if I request some of it to be refunded?
May the NFOrce be with you always.
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nouseforaname
Über-VIP Member
Posts: 21306
Location: Toronto, Canada
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| Posted: Tue, 25th Sep 2007 19:03 Post subject: |
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Regardless of their ineptitude, I still think that the responsibility that making sure the payments are actually being taken out of your account is yours.
asus z170-A || core i5-6600K || geforce gtx 970 4gb || 16gb ddr4 ram || win10 || 1080p led samsung 27"
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headshot
VIP Member
Posts: 35936
Location: UK
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| Posted: Tue, 25th Sep 2007 19:34 Post subject: |
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I cant deny that but they did cock up but what is the answer to my closing question?
May the NFOrce be with you always.
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| Posted: Tue, 25th Sep 2007 23:19 Post subject: |
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You can't rely on on business when it comes to paying your bill. Customer service is a nightmare and they fuck up all the time. Their argument will be that you should of kept track of your bills better.
I am going to say they can pretty much do what they want because it is such a huge hassle to go after them. It is a highly inapt automated system. I would complain as ask for a supervisor. I did a customer service job for a bit. Nightmare. I was told if they mentioned getting a lawyer involved or said they were going to the attorney general or public commissions (something).
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Jenni
Banned
Posts: 9526
Location: England.
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| Posted: Wed, 26th Sep 2007 19:54 Post subject: |
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I'm pissed at my ISP. They're not sending me a bill. They're just deducting the cash right out of my account. They've even put up a late payment charge which as its a direct debit it can't be late. So I'm going to threaten to move to another ISP if it continues.
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headshot
VIP Member
Posts: 35936
Location: UK
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| Posted: Wed, 26th Sep 2007 21:42 Post subject: |
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So they e-mailed ...
| Quote: | | "Thanks for your email. I am however slightly confused here - our records show that you have been paying for your services via credit card -not Direct Debit ? If you can confirm we can look further at this issue ?" |
So I responded ...
| Quote: | | "Thanks for the e-mail. I can assure you I do not own a credit card and never have done." |
And they replied ...
| Quote: | | "In that case I am confused -- We have only been running a Direct Debit system for the last month and you are not set up to pay via that method at present. The only other payment options we have apart from Direct Debit are cheque / BACS / Standing order or Credit / Debit cards. Can you confirm which method you have been using ? Your account shows credit card - althought this *may* have been a Debit card ?" |
I gave them confirmation of the card I have been using to pay with but they have not been in contact since. I guess Ill have to wait until tomorrow now. :/
May the NFOrce be with you always.
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nouseforaname
Über-VIP Member
Posts: 21306
Location: Toronto, Canada
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headshot
VIP Member
Posts: 35936
Location: UK
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| Posted: Thu, 27th Sep 2007 11:59 Post subject: |
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So it looks like they got to the bottom of it ...
| Quote: | Sorry for the delay. While I am looking into this it isn't my main day to day role. The person who normally manages accounts is on leave. I did look into this - it appears this may have been due to a misunderstanding between yourself and the person who contacted you.
I haven't got all the call logs yet but from what I can see we were taking your payment by arrangement but when we tried to take a payment in September the card did not go through on the 14th. We were also aware the balance was increasing. I believe you were called on the 17th to check about the payment during the call we asked about the missing payment on the 14th and the balance.
It is at this point I can see the confusion taking place. When the payment didn't go through because the current card had expired, you were asked for new card details and if we could take a payment for the account. However we took this to mean that we should take the balance of the account - rather than the standard "part payment" that you had been making. This was done taking the full amount of the outstanding balance rather than your normal payment. We do accept that a misunderstanding took place here but that was all it was - nothing more.
We are reasonably flexible on how to take this forward and we would appreciate your thoughts here. We could credit some money back to your card - but we would like confirmation that if this is so we can bring the balance back to zero as soon as possile -- with the current payment your balance is going to take over 15 months to clear which is longer than we would like. Let us know your thoughts. |
May the NFOrce be with you always.
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nouseforaname
Über-VIP Member
Posts: 21306
Location: Toronto, Canada
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headshot
VIP Member
Posts: 35936
Location: UK
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| Posted: Sun, 30th Sep 2007 00:44 Post subject: |
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My ISP cuts my speed from 3Mbit to 768Kbit from 12:00 to 00:00(12pm to 12am) if I go over 1 gigabayte downloaded in that 12hrs(all the time). My only other choice is DSL @ 1.5Mbit. This just went into affect. GGRRRRR
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X_Dror
Posts: 4957
Location: Jerusalem, Israel
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| Posted: Sun, 30th Sep 2007 00:49 Post subject: |
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Wow, that sucks. Where are you from?
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deelix
PDIP Member
Posts: 32062
Location: Norway
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| Posted: Sun, 30th Sep 2007 14:25 Post subject: |
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X_Dror what isp are you using? is it any good?
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Nakitu
Posts: 1144
Location: Croatia
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deelix
PDIP Member
Posts: 32062
Location: Norway
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Nakitu
Posts: 1144
Location: Croatia
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X_Dror
Posts: 4957
Location: Jerusalem, Israel
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| Posted: Sun, 30th Sep 2007 17:18 Post subject: |
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Damn I hate our network lines regulations here. They stop the powerful companies from using better infrastructure and by this way they prevent any competition. All of the companies here offer more of the same thing.
Dandos: I'm using Bezeq International. They have great pings for Europe. I'm getting 80ms at German Cs:S servers for example.
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deelix
PDIP Member
Posts: 32062
Location: Norway
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| Posted: Sun, 30th Sep 2007 19:54 Post subject: |
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| Posted: Sun, 30th Sep 2007 21:40 Post subject: |
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I wanted to go to one of isp that is offering great deal (Iskon, for Nakitu), for good price but they haven't pulled the cables to my part of town  . But the good thing is that they are using wireless at universities (I hope this won't be restricted only to universities in future), so I can use my laptop, go near one of the university and download as much as I want 
"Quantum mechanics is actually, contrary to it's reputation, unbeliveably simple, once you take the physics out."
Scott Aaronson | chiv wrote: | | thats true you know. newton didnt discover gravity. the apple told him about it, and then he killed it. the core was never found. |
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funny it took them that long to realize you didn't give them a valid credit card 
