I spent a great deal of time & money clarifying with Wandoo exactly how to cancel my UK Broadband account. I had served my 12 month contract & was cancelling due to a move to France. I was told I had to phone them & when I did couldn't get the same answer twice. I then emailed for clarification & was told that I should cancel on the day that I no longer required the service & would get a refund to the day. Since the beginning of February I have been battling with them for a refund & even had to write from France to their head office with a copy of my bank statement & all associated emails. Time & again I was informed no refund due (in incredibly abrupt emails & head office letter) & they also refused to return my bank statement. Yesterday after countless emails I advised that I wished to escalate the matter & lo & behold today received an email confirming that I was due a refund & it would be refunded to my bank account, no apologies & no explanation. I have spent time & money on this & wonder if anyone thinks I should take the matter further? If this is how they treat all Broadband cancellations then the majority of people would just give up & go away. My refund is only approx. £10 but it was the principle of the matter for me. Imagine £10 times several thousand cancellations?
Having posted this moan on here I waited for my refund and nothing happened. I emailed and was asked to phone, my refund was £10.80 and I didn't want to spend it on phone calls to Wanadoo from France. I emailed several times and was then asked to answer some personal ID questions. Having done so they emailed me to say that my answers did not match their records and to re-submit the query afresh. The personal ID answers where exactly the same as those that I had submitted right the way through my query. I was so stressed out I emailed the ISPA, 24 hours later Wanadoo emailed to confirm that the refund of £10.80 had been processed and would arrive in my bank account within 10 working days. It finally arrived on 12th May 2006 - the date I cancelled my Broadband contract was 9th December 2005!
I must have spent hours sending and replying to emails, writing to Wanadoo head office, emailing the ISPA, something in the region of approx. 60 communications. I don't know what price to put on each or what price to put on the amount of stress they caused me at the time. Oh and I never did get my Bank Statement back!
"I don't believe it" I think your plight is disgusting, I'm afraid it seems to be the norm these days for these faceless companies that spend millions on advertising with their catchy music and celebrity actor voiceovers,to exploit and hoodwink the very people they've attracted.. It makes me go purple in the face! No it doesn't it makes me turn Orange... Personally I think that you should have got more financially... I hope others will take notice of your fight and do the right thing.. And say "we're not having it anymore" I want to speak to someone on a one to one when I phone this company up, not press one for that or two for this, I want someone who can communicate in my own language to me, not to some call centre on Mars.. I want to be treated like a customer not like a cash cow... There I've said it...
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
