Webuser Forums: Be aware purchasing ONSPEED and needing a refund ?

I too gave up on OnSpeed about 6 months ago as some web pages simply would not load. I was therefore surprised to see a charge on my Card account for OnSpeed for another year! I had not requested or authorised this. When I got in touch with them they claimed that they send emails to all customers before charging them - I had received nothing. They agreed to refund the charge if I sent them the Card number. With little alternative I sent the numbers and also added the following:

"I am afraid that your attitude of 'We send the emails and then after that it is not our problem' is clearly unsatisfactory. I trust that you have records that emails have been sent in all cases as I am sure that the authorities will require evidence to that effect. They will probably also want to know how much you 'make' from charging customers without any form of confirmation from them.
I know of no other company which operates in this manner. It is quite appalling that you charge your customers without any acknowledgement from them which indicates that they wish to purchase your service for another year. Although I have yet to hear back from Trading Standards I would be very surprised if it is legal to operate as you do. It is not sufficient to claim that, "We do not make any transactions without first notifying the customer." Minimum good business practice requires that you should not make any charge without the express permission of each customer.
I would be interested to learn what percentage of your customers wish to continue with your service beyond one year. Presumably, with your current method of operation, you do not know! I can quite see that it is financially advantageous to you to assume that customers wish to continue but it can hardly be considered as ethical!
As I stated in my previous email, I am ignoring the confidentiality clause which you include at the foot of your emails. Indeed, I am keeping a record of all our correspondence in order to pass it on to interested parties."

They neither refunded my money or replied to the email. When I contacted them through their live chat they claimed that they had not received it - there seems to be a pattern of conveniently disappearing emails!

They have now informed me that a refund has been made. I shall check my account carefully but wonder how many other OnSpeed customers have been charged without their knowledge.

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