Webuser Forums: Disturbing Gio Internet reports

Nothing back in my bank yet. I have just got off the phone to the billing department. A woman answered and said something incoherant. I asked to speak to a manager, she told me there was no manager in so I asked to speak to a supervisor. She went away and came back to tell me the supervisor was busy on a call could she help. So, I went through it all again about three payments being taken.

She said that there had been a system error and that she would speak to someone to get it resolved. I asked how long this would now take, she said 4-5 days. I said 'Another 4 to 5 days, I was told this last week'. So once again I said 'well fair enough as long as you can still confirm that if I incurr any bank charges, these will be covered by your company'. At this there was a long pause then I was asked to wait. 2 or 3 minutes later I man spoke on the phone, the line was quite poor and he kept breaking up, his name was Ashley. From reading previous threads I gather he must be some sort of authority figure.

Now my name is Andy and he continually addressed me as 'Mr Andrew', although a few weeks ago I kind of gathered that this call centre wasn't based in the UK. (What happened to the friendly Scottish accents that where so helpful when I had a problem a few months ago regarding the fact that they owed me money for hardware I'd bought from them and they failed to supply - anyway, thats an old wound that I'll not reopen now suffice it to say that was also a three month battle to get it from them).

Now I work in a large international company, in IT, so I can understand that things can go wrong sometimes, plus where I'm based is in a large call centre so I appreciate good customer service skills - this trait of customer/advisor communication was not conveyed here in this converation I had with Ashley, he was quite abrupt and he too was a little sketchy when I broached the bank charges scenario.

He basically reiterated what the woman had said and just apologised for the inconvenience.

Through all this, I have still received nmo communication from Gio regarding this error, where as surely if something of this nature had happened that I would have at least received an email to let me know that they are sorting it. Also going back to what hesnothtemessiah mentioned that he was told that this was how they took payments now, on a quarterly basis. Nothing of that was mentioned.

I have checked the Giointernet site and there is no mention of complaints procedure. If someone finds it and can let me know of the location of it I would be grateful as I have checked the procedure on the ISPA website and with the amount of trouble I'm having communicating with Gio, this first step may have to be passed and step 2 may have to be braoched and just go straight to them.

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