I was wondering if seomone would be able to offer me a little help/advice. I will explain my situation.
I have been perfectly happy with my Wanadoo/Orange set up until now, where I find myself entirely at their mercy.
On Sunday 25th I tried to connect as normal but could only got the typical IE 'page cannot be dispalyed error'. I soon established the error was not my end so I called the customer service number,and to be honest I didn't feel I was queuing for too long.
Anyhow, it turned out that I had missed two payments and hadn't realised thus my service was suspended. The reason I hadn;t realised is because my payments are taken from my account on the 4th of each month. They are not processed until the sixteenth though which I find quite strange. Basically, I had thought the payments had gone but they were returned. My fault and I held my hands up.
I asked how I could pay and have my service reconnected and was told that they would just take the owed amount on the next payment and that they would reconect me within twenty minutes which they did. great.
However;
On this Tuesday just gone I was surprised to find I had the problem was back. I again called CS thinking perhaps there was an error and things turned a little strange.
First things first i got through to a chap who put me on hold to talk to the accounts department. I was then cut off so I called back. I got through to a lady who eventually told me that my account had been cancelled. Not suspended, cancelled. I asked why, when I had spoken to someone two days before had this happened. It was due to my arrears. I asked why they hadn't written to me about cancelling my service and they said they had sent me an email. The fact that they had cancelled my internet service had escaped their attention I believe.This is where it got interesting.
I offered to pay my arrears there and then on a card. They don't take card payments apparently. I asked how to pay and she said they would take the money normally from my account, including my arrears and once received I would have my service back on. I questioned this, as by their standards this meant that I would be looking at nearly a month before my service was reinstated. I was right.
I was now pretty angry. I understand this is my fault to start with but I would have thought that there was a little leeway. I asked if they would reinstate my service as soon as my payment was recieved and it transpired that actually, once they had got my payment I had to reapply to be a customer as my account was cancelled. It could take another ten days to set up my *new* account.
At this point I said that I would like to cancel forever and that I would pay my money and go with someone else, my intention being to have another isp by next weekend at least. I really don't want to be a customer of a company that has such a intolerant attitude. She said this was fine becausethe account was allready cancelled so I called BT.
They said they can't check my line because Orange are on it. So back to Orange I go. I now find out that they are holding my line until payment is recieved. After that they will clear the line which can take another 10 days. So basically whichever way I go, I am without the internet for a good month unless I go with NTL *shudder*
Now, I want to mke clear that I know that this is my fault for not making sure the payments went. I do find it strange though in this technoloical age that it can take 'anywhere up to 16 days' for money to actually be transferred. But again, my fault, I accept that.
I just don't get how a company can be so intolerant when I am offering to pay immediately. I mean who doesn;t take card payments these days.
I don't get how a compnay will mail me about my account being cut off - when it should be glaringly obvious that I don't have access.
I don't understand how they can seemingly hold me to ransom over this. If I pay up and stay with them they will reconnect in a month. If I pay up and go to another ISP they will not release my line for a month.
Two payments I missed and I was trying to rectify it immediately but they still cancelled me with no notice. I bet if they made two honest mistakes and you tried to cancel they wouldn't have any of it.
anyhow, I figure you are all going to tell me to pay on time in the future which is right. It just frustrates me that I have had no payment problems before, not missed a single one, yet they have treated me like scum who has never paid. I mean, I was trying to give them money and they said no.
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