Tiscali Broadband

Joanne Davis

Tiscali

PO Box 7206

Kiln Farm

Milton Keynes

MK14 6XG

DAVID FINNEGAN

STONEHAVEN

HIGH STREET

MEYSEY HAMPTON

GLOUCESTERSHIRE

GL7 5JT

Email User

+441285 850560

+447786 361282

13th September 2007

Re: Account U17YHMS553 / 1260435 Tel: 01285 850560

Dear Ms Davis

Following receipt of a threatening letter from your Debt Collection =

Agency =96

CARS, I spoke with Claire today 13th September in your customer services

team, and was informed that my account was =A379.96 in debt.

I was then informed that this was in fact incorrect as I had cancelled =

my

account by email in October 2005. Claire told me that she had read the

email and the notes and that a refund was due. She told me that I would

have to pay up until April 2006 as this would be 1 year from opening the

account. I was also told that a refund would be made to me for the =

payments

from May 2006 until May 2007 (the date when I discovered that Tiscali =

were

still taking payments from the Direct Debit.)

I asked for a phone call from a Manager (as I do not feel that Claire =

was in

any way to blame for the misunderstanding) and was called by Sarah =

McRae.

She informed me that my account had not in fact been cancelled as =93We =

do not

accept emails =96 it says so in our terms and conditions=94. I was told =

that =93I

could phone in and cancel my account or put it in writing=94. But not =

by

email!

I am writing to you to express my disgust with the way I have been =

treated

and charged. I intend to pursue this matter with the Trading Standards

Ombudsman and also my Solicitor if it is not resolved correctly. It is

ridiculous to continue to charge a customer after they have tried to =

cancel

an account =96 without contacting the customer. Clearly I have been =

charged

for a service from October 2005 which I have not had or used. Tiscali =

knew

this in October 2005. I have not used the account since =96 and assumed =

that

the matter was closed. But I have now discovered that I have been =

charged

ever since!

I am also writing to complain about the threatening letter sent by your =

Debt

Collection Agent.

I have tried today to cancel the account - and was assured by a lady =

called

Manju that this would happen. When I then contacted your payment =

section I

was told that the account could not be cancelled whilst it was =

suspended! I

was told that I need a cancellation reference number (which Manju did =

not

give me) and I have had to pay the account in full now so that I can =

cancel

it!! I have again contacted your cancellation department and cancelled =

the

account with a gentleman called Mohammed. Hopefully this cancellation =

will

work finally??!!. The cancellation reference is 757041 and the call was

recorded (16:00pm 13th Sept 2007 approx.) Please listen to the call if =

you

require any further information from me.

I have paid the outstanding amount in full - not because I agree with =

it,

but to stop any action being taken by you as I do not trust your company =

at

all.

I feel strongly that this sequence of events is entirely unreasonable. =

I

should not have been charged from May 2006 as this was the end of the

initial 12 month period =96 and you were notified in writing in October =

2005

that I wished to cancel. I feel that your cancellation procedured is

unnecessarily complicated and sneaky in the way it operates. (If I had =

not

rung twice today to cancel =96 my account would still be being =

charged!!!) If

you prevent customers from cancelling by making it difficult and =

complicated

=96 they will never come back.

I am happy to have paid the 12 months initial contract fee from April =

2005

to April 2006 but I wish to claim a refund for the months from May 2006

until Sept 2007 at =A319.99 as I having cancelled the account and not =

used it

=96 I do not feel that I should have to pay. This amount is 17 x =

=A319.99 =3D

=A3339.83.

Yours sincerely,

David Finnegan