Results 1 to 7 of 7

Thread: How to get my money back from an ISP?

  1. #1
    Senior Member
    Join Date
    Jul 2003
    Location
    Petersfield, UK
    Posts
    1,755
    Thanks
    0
    Thanked
    0 times in 0 posts

    How to get my money back from an ISP?

    Hi guys,

    I was with the same ISP for 2 years while at Uni (so had cleared the minimum 1 year contract). Was coming to the end of my time at uni, when we had to give up our house. So phoned the ISP 1st June 2007 to cancel my contract, making sure that I stated "i want the last month I pay for to be July". The guy on the phone said thats all sorted.

    So happily move out of the house, and Septembers bank statement comes for August 2007. I find i have been charged £19.99 for the service that should have stopped at the end of July. So frustrated I get on and emailed the company for my money back and to make sure the contract is actually cancelled.

    Most relevant part of response: "Further to your mail, having checked your account, I would like to inform that your services was supposed to be closed on the 01 August 2007. The service is not yet closed, could be because of an error. I've placed a request with our Cancellations team to close the service ASAP and also to initiate billing correction."

    So I give it a week or two to see if they put the money in my account. They havent, so I email again.

    Most relevant part again: "Further to your mail, I would like to inform that a cancellation job has been added. The billing will be back dated. May I kindly request you to allow us 5-7 working days to process the same."

    That was 18th September. And i still have yet to see the money appear in my account. So frustrated went down to the bank to see if there was anything they can do, as it was direct debit. They can only cancel the payments from their end. Not much use as I havent been billed for September.

    So the question that is now on everyones lips is How do I put extra pressure on this company to get my money back?

    I know its only £19.99, but its the principle of the thing.

    Any advice - much appreciated.

    Cheers guys.
    | XP1600-m | ASUS AN78X Deluxe | r9700 pro | 2x512mb pc37000 |

  2. #2
    Admin (Ret'd)
    Join Date
    Jul 2003
    Posts
    18,481
    Thanks
    1,016
    Thanked
    3,208 times in 2,281 posts

    Re: How to get my money back from an ISP?

    If either the bank or (as in this case) the DD originator have deducted an amount in error (and it seems they've admitted to the error) then under he terms of the Direct Debit Guarantee scheme, you can require the BANK to credit the money back to you.

    I'd be inclined to point out to the ISP that they've been mucking about with this for quite long enough and that if they don't put the money back into your account (and I mean you actually have the money, not just another promise of it) by a reasonable date (say 7 days from the date of your communication to them) you will make a complaint to the bank and demand reimbursememt under the DD Guarantee scheme.

  3. #3
    Member
    Join Date
    Oct 2006
    Posts
    74
    Thanks
    0
    Thanked
    0 times in 0 posts

    Re: How to get my money back from an ISP?

    What ever you do put it in writing phone calls are no proof, NT Hell as I called them were charging my credit card and my bank for nearly a year before I noticed and it took another 3 months to get my money back.

  4. #4
    Senior Member Andaho's Avatar
    Join Date
    Jul 2007
    Posts
    591
    Thanks
    241
    Thanked
    8 times in 8 posts
    • Andaho's system
      • Motherboard:
      • ASUS iX2 GTXS
      • CPU:
      • XC18650 4.2GHz 10664FSB 16 Core
      • Memory:
      • 64GB (2x32GB sticks) PC21320 Corsair Domititan Magnetic RAM 0 latency
      • Storage:
      • 16TB Western Digital SATAV 28800RPM Ultra Edition 1GB Cache
      • Graphics card(s):
      • XFX AMD 9985GTS LP 25Watt
      • PSU:
      • 150W Corsair
      • Case:
      • Lian-Li Aluminium ABX-951
      • Monitor(s):
      • SG-942IPS 42" 3840x2160 0.01ms 5,000,000,000:1
      • Internet:
      • 10Gb Virgin Media Cable

    Re: How to get my money back from an ISP?

    I've had to argue on the phone for a couple hours to get money back that was overbilled for a mobile phone contract.... The best way to get it sorted is to breifly describe your situation to the telephone operator that answers, and then demand to speak to their line manager as it's the Xth time you've called about it. Get the line manager to transfer you to the correct department, and then again ask that operator to speak to thier line manager.

    I used to work in a call centre (for orange) and most staff's attitude is to lie in these kind of situations to make the customer feel happy, and hope the customer gives up - simply because they don't know how to resolve what you're asking them, and they don't know what department can.

  5. #5
    The late but legendary peterb - Onward and Upward peterb's Avatar
    Join Date
    Aug 2005
    Location
    Looking down & checking on swearing
    Posts
    19,378
    Thanks
    2,892
    Thanked
    3,403 times in 2,693 posts

    Re: How to get my money back from an ISP?

    Cut out the ISP and get the refund from the bank under the DD gurantee.
    (\__/)
    (='.'=)
    (")_(")

    Been helped or just 'Like' a post? Use the Thanks button!
    My broadband speed - 750 Meganibbles/minute

  6. #6
    Senior Member Andaho's Avatar
    Join Date
    Jul 2007
    Posts
    591
    Thanks
    241
    Thanked
    8 times in 8 posts
    • Andaho's system
      • Motherboard:
      • ASUS iX2 GTXS
      • CPU:
      • XC18650 4.2GHz 10664FSB 16 Core
      • Memory:
      • 64GB (2x32GB sticks) PC21320 Corsair Domititan Magnetic RAM 0 latency
      • Storage:
      • 16TB Western Digital SATAV 28800RPM Ultra Edition 1GB Cache
      • Graphics card(s):
      • XFX AMD 9985GTS LP 25Watt
      • PSU:
      • 150W Corsair
      • Case:
      • Lian-Li Aluminium ABX-951
      • Monitor(s):
      • SG-942IPS 42" 3840x2160 0.01ms 5,000,000,000:1
      • Internet:
      • 10Gb Virgin Media Cable

    Re: How to get my money back from an ISP?

    Quote Originally Posted by peterb View Post
    Cut out the ISP and get the refund from the bank under the DD gurantee.
    that isn't likely to work anyway... under the dd guarantee, the bank will ask the ISP if it was taken in error, and the ISP will look at their incorrect records and say no, this is a service charge he was due to pay, so then the bank will turn round to you and say; they said blah blah, sort it out with them.

  7. #7
    The late but legendary peterb - Onward and Upward peterb's Avatar
    Join Date
    Aug 2005
    Location
    Looking down & checking on swearing
    Posts
    19,378
    Thanks
    2,892
    Thanked
    3,403 times in 2,693 posts

    Re: How to get my money back from an ISP?

    Quote Originally Posted by Andaho View Post
    that isn't likely to work anyway... under the dd guarantee, the bank will ask the ISP if it was taken in error, and the ISP will look at their incorrect records and say no, this is a service charge he was due to pay, so then the bank will turn round to you and say; they said blah blah, sort it out with them.
    The direct debit guarantee states:

    The direct debit guarantee applies to all banks and building societies taking part in the direct debit scheme. It says that:

    If there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance.

    If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.

    Customers can cancel a direct debit at any time by writing to their bank or building society.
    As the ISP have made the mistake (and there are emails saying that) clause two would apply.
    (\__/)
    (='.'=)
    (")_(")

    Been helped or just 'Like' a post? Use the Thanks button!
    My broadband speed - 750 Meganibbles/minute

  8. #8
    Senior Member
    Join Date
    Jul 2003
    Location
    Petersfield, UK
    Posts
    1,755
    Thanks
    0
    Thanked
    0 times in 0 posts

    Re: How to get my money back from an ISP?

    Thanks very much for the responses there guys. A great help.

    I couldnt get into the bank today so will try tomorrow but I sent an email saying that I was very unhappy and would like the matter transferred to a more senior member of staff.

    Hopefully that will get a response and some progress otherwise I will persue the bank for the direct debit guarantee.

    Ta again!
    | XP1600-m | ASUS AN78X Deluxe | r9700 pro | 2x512mb pc37000 |

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Similar Threads

  1. advice on getting money back from overseas ebay seller?
    By weebroonieuk in forum General Discussion
    Replies: 0
    Last Post: 03-10-2005, 04:55 PM
  2. Rover 200 back seat help!
    By koocha in forum Automotive
    Replies: 9
    Last Post: 06-09-2005, 10:27 PM
  3. money money money
    By kingabs in forum PC Hardware and Components
    Replies: 1
    Last Post: 30-01-2004, 10:19 PM
  4. money, money, no where?
    By Gr44 in forum General Discussion
    Replies: 16
    Last Post: 17-11-2003, 03:21 PM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •