Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Hello everyone,
I sent a letter to Wanadoo head office copied to my credit card company. I even enclosed a SAE for Wanadoo to send a reply. Both letters were sent "signed for" so I know Wanadoo received it. The letter was to formally inform Wanadoo that I was revoking my continuous credit authority and to demand that they repay the money they erroneously took (or else).
My CC company wrote back to me, almost certainly posted the same day they received my letter. They have been very efficient and contacted Wanadoo and Wanadoo's bank.
From Wanadoo there has been zero response. Does anyone have any experience with how long it normally takes them to respond to letters?
I sent a letter to Wanadoo head office copied to my credit card company. I even enclosed a SAE for Wanadoo to send a reply. Both letters were sent "signed for" so I know Wanadoo received it. The letter was to formally inform Wanadoo that I was revoking my continuous credit authority and to demand that they repay the money they erroneously took (or else).
My CC company wrote back to me, almost certainly posted the same day they received my letter. They have been very efficient and contacted Wanadoo and Wanadoo's bank.
From Wanadoo there has been zero response. Does anyone have any experience with how long it normally takes them to respond to letters?
Alan
Hi Alan
In our experience, our letters to Wanadoo have prompted telephone calls from them, However, they never refer to any letter received from us. They have also responded by letter but without acknowledging receipt of our letters, so we don't know which letter they are replying to! They usually say something like "we are sorry to hear about the problems you have been experiencing..." and then they throw in a couple of paragraphs of standard waffle. We have sent all our letters to Customer Services and to Mr Philip Mehl, Director of Wanadoo. Needless to say, Mr Mehl has never responded. I don't bother getting them to sign for them, because even if you know the letter has arrived, it doesn't mean you're going to get a helpful response. So in answer to your question, I don't really know how long they take to reply.!
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Thanks for the response. At least I now know their postal response is as good as their customer and technical suport service
I only got them to sign for the letter in case I have to take them to small claims court. If they refuse to acknowledge the court papers then at least it means I'll get a quick judgement.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Well I finally got a reply from Orange to my letter, and it is obvious they haven't even read what I wrote. For example, the reply from someone called Kellie Wilson starts "Thanks for getting in touch about your account".
The whole point of my letter is that I no longer have an account with Wanadoo/Orange
It must be the day for it - we've had a letter too!! Orange have just proved me wrong! We received a reply today from someone in Customer Care, which actually acknowledged one of our letters. The reply reads: "Thank you for your letter dated 30 May 2006 regarding your connection issues. After checking your account, I can confirm I dealt with your query on the 30th May 2006. I await your response enabling me to be of further assistance. Yours sincerely".
Just one problem, it doesn't tell us anything! It doesn't say what was actually dealt with, and we don't know what they are waiting for now from us.
So, I phoned Customer Services and asked to speak to the writer of the letter. After being kept on hold for a while, I was told that the person works in the "Mailing Dept" and cannot accept calls. After once again explaining everything to the customer services adviser and getting nowhere, I asked to speak to a Supervisor who informed me that the people who send out the letters, do not speak to customers on the phone, they only deal with the correspondence however, they are responsible for making decisions regarding customers' accounts!! Btv, the supervisor I spoke to works in the "Escalations dept" Anyway end result - no progress. further details of our problems are in a separate thread.
Conclusion: someone has gone to a lot of effort at Wanadoo/Orange to create a non-communication system. It must be like working in a maze with no way out. They've also had good fun thinking up meaningless department names!!
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Success My refund came.
It looks like my threatening letter to Wanadoo worked. Either that or, more likely, it was my CC company shouting at them on my behalf.
I'm really impressed with what the CC people did. It is sad how Wanadoo finally get their butts in gear when they are hassled by powerful people like big companies or ISPA but seem perfectly content to let problems drift for months when it is only "little people" complaining.
Now all I have to do is watch my CC statements like a hawk to make sure they don't "accidentally" repeat their mistake.
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I don't bother getting them to sign for them, because even if you know the letter has arrived, it doesn't mean you're going to get a helpful response. So in answer to your question, I don't really know how long they take to reply.!
Anyway end result - no progress. further details of our problems are in a separate thread.
