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RossAJ
new user
Reg'd: Fri
Posts: 1
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This is on behalf of a friend, and in the hope of good advice from people who know more than we do.
10 months ago, my friend moved houses and called 'Freeserve' to make alterations to his broadband account so that it would run from the new address. He was told that it would be considerably quicker to cancel the old account and set up a new 'Wanadoo' account. they then led him through a few steps to set everything up and away he went using his new service.
Unbeknownst to him, the old service was not cancelled, and he continued paying it until June of this year, when he saw what was happening and cancelled the direct debit. Wanadoo are now demanding a further payment of £27.99 to free up the broadband access at his old address (his parents wish to have tiscali broadband installed and can't because of Freeserve's access to the line).
As a result, my friend is about £150 out of pocket, Wanadoo have told him that he can't have any of it back and that he's liable for the extra £27.99, or his parents can't get broadband. The customer service people have been extraordinarily unhelpful and have told him to put his complaint in writing, but can't guarantee that they will do anything with it, or even reply.
Can anyone suggest anything helpful, or do we have to go with our original idea which involves feaces in the post?
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chris49
regular
Reg'd: Tue
Posts: 430
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surely its their fault that the line or old account wasnt cancelled, theres a body who regulate this part of the industry
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Mouse
Moderator
Reg'd: Thu
Posts: 6487
Loc: Psst....over here
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There are ways around this, contact your solicitor
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spanker
new user
Reg'd: Wed
Posts: 5
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Had a similar problem with AOL. I submitted a formal complaint via http://www.ispa.org.uk/ This gives the ISP 5 days to respond before ISPA address the issue. I believe the line has now been released (only took AOL 3 months) however I fully expect them to mess me about with additional charges before I can completely get rid of them.
Edited by TheFatControlleR (Mon Oct 03 2005 01:03 PM)
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chris49
regular
Reg'd: Tue
Posts: 430
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ross
Have you managed to sort out your problem yet, if not take a look at the post named AOL wont let me go...
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