I wish to make a complaint surrounding my contract and the suspension of my services following issues surrounding my direct debit
How I would like you to resolve my complaint:
- Grant a credit so that my outstanding balance is Nil
- Lift the suspension on my services with you
- Compensate for bank charges 4 x £6 = £24
- Direct Debit payment taken late resulting in a refer to payer arudd code
- Second direct debit taken without authorisation.
- Poor Customer Service
You will see from your records that i have only recently started using your service. When i signed up for a contract it was my understanding that the direct debit payments would be taken on the 27th of each month. However it seems that my direct debit was taken a day later – each month as part of my banking I will allow my bills to be paid out and then I will transfer funds out of my account so that I can budget. By doing this I can ensure all bills are paid and by taking your bill a day late this has resulted in my phone bill not being paid. Whilst I appreciate that you attempted to take payment again – the money at this point was accounted for elsewhere.
Second direct debit taken without authorisation:
When you first suspended my services I contacted you to make you aware that unfortunately I would not be able to make payment for your services until the end of August. I asked for the suspension to be lifted but this was not granted. Whilst i appreciate that this request relies on your good will the explanation I was given is simply unacceptable – 'We are unable to do that because we want to prevent you getting further in debt' – however as I am still being charged for the suspended period so i can not understand how this measure prevents further debt?
I offered to provide correct direct debit details to show my intention to pay and these were taken by your customer service agent. Your agent knew that I could not pay the bill until the end of the month due to lack of funds so why have you attempted to take payment twice before the end of the month?
Poor Customer Service
I had attempted to contact you multiple time to resolve this but without avail – I'm extremely annoyed that you also left a voice message trying to collect payment knowing that i would be unable to access the message due to the restrictions.
I hope we are able to resolve this within your complaints process but should we not I will forward this complaint to Ofcom or the most appropriate agency.
With thanks
Tim
Best answer by Mohammed
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