Fighting back against bad customer service

We recently phoned up our broadband provider to terminate our contract. We could get a much better deal elsewhere, and there was cashback available through topcashback, making it even more appealing. There is no point staying with a company like this if you aren’t getting value for money. Particularly when, in general, broadband providers have poor customer service.

broadWhen we phoned up to cancel, we were told that when we’d made changes to our package a couple of months ago, we’d signed up to a new contract. We were shocked. At no point during the conversation were we told that we’d be agreeing to that, and in fact, because we were at that time hoping to move house somewhere where they weren’t available (welcome to Northern Ireland!), we had specifically said that we would not be interested in any new contract. The cancellation guy was adamant that not only had we agreed to a new contract, but that we’d been sent a confirmation.

I knew that none of this was true.

I could been philosophical, I could have shrugged and got on with my life, but the point was, this was about more than just money. This was about a company taking action without my informed consent, and against my express wishes. I was raging!

So I asked for a copy of our contract, I asked for proof that we had been sent the confirmation email. Then I said I’d be in touch.

Then I wrote an email. I told our provider that I was furious over what had been done. I asked that they send me the recording of the original conversation during which I had apparently agreed to this new contract, because I knew that if they had it, there would be no arguing with me. I finished by telling them that if they didn’t release me from the contract I was quite prepared to go to the Ombudsman and fight it.

Today, I got a phone call from my broadband provider.

They apologised, they admitted I was right and they were wrong, they said that they wanted to keep us as a customer and they offered us a large discount.

I thought about it. I weighed up the fact that the discount was very good, bringing us under the price of the other provider, with faster speed.

I was still annoyed about the whole affair, but I accepted the apology and the deal.

Now I’m saving £13 per month against what I was paying, or £156 per year. And I got an apology.

The point of this, I suppose is that:

a) You should always fight back if you think a company has mis-sold you a product, whether it be something like what happened to me, or PPI or whatever. Unless you’re a very well paid person, £156 for a half hour of work isn’t bad.

b) your broadband provider charges its customers lots of different prices for the same product. Ask for discount. Ask again.

Have you ever fought back against a company that mistreated you? What was the outcome?





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