Heeeeeeeeelp!!!!!

Stu1959 · 21-09-2007, 10:23

As seems to be the case with most "Newbies" the first post is a long one. Sorry but this one is no exception.
Way back in July I tried to cancel Sky Movies and Sky Sports via email. I was told this wasnt allowed and to put it in writing. So I did. However after receiving another bill with Movies and Sports included I cancelled my Direct Debit and told them to bill me properly and I would pay the appropriate amount. Their response - suspend all my services.
I basically responded with a "No Service - No Contract" Bill me to the end of August and I'll go elsewhere. No response escept for continuing billing for all services and threats of referral to a Debt Collection Agency.
I eventually received a letter from a Sarah Louise Broomfield asking to contact her by phone, text, email or post. I chose email but even these are ignored.
I have reiterated to them that I will pay for what I wanted and what I have had (essentially nothing since August).
How can zero service cost Â£80+ per month ???????
I prefer written or email comms cos a) I'm not brilliant on the phone and b) I prefer a written record of what has been said.

Any suggestions guys and gals?

Stu

Paul · 21-09-2007, 10:29

You stopped your DD so you breached your contract with them, they suspended the service as you are not paying for it, until you start paying for it they will not switch it back on.
You are contracted to pay for your services, if you have failed to pay for a contracted period then you must expect some form of penalty for it. You cannot close your contract until you start paying again as the account is currently in a negative balance I expect.
Worst thing you did was stop the DD instead of just chasing up the issue through normal channels.

**Rob M** · 21-09-2007, 10:35

Yup, Paul's pretty much covered it.

In the long run this could end up costing you a *lot* more than simply sorting things out properly (ie. not just cancelling the DD and then refusing to pay) would have done.

At the moment your credit score is suffering, every month you don't pay will be another black mark against your name which will make it difficult for you to get any credit in the future.

Also, if they *do* get a collection agency involved then you will have their fees to pay as well - and that aint cheap!

In short, the sooner you get this sorted the better it will be for you. At the moment you are in the wrong, I know that's not what you wanted to hear but it's true - sorry

to Cable Forum though

Stu1959 · 21-09-2007, 10:39

If the DD was still in effect they would have taken all the money NOT owed to them. It's bad enough being ignored by them as it is and I'm sure they wouldn't have made any acknowledgement that they owed me money or made any effort to refund.
I can't afford to subsidise VM and I have made them well aware that I will pay for what I get.
Yes the account is "negative" but not to the extent that they say it is and that's part of the problem, but I will not pay them for services billed from the date they suspended service. Do they really expect Â£160 for nothing?
I was originally a Telewest customer from the 90's with continual service since then so I think I've past my initial 12 month contract barrier.

**Rob M** · 21-09-2007, 10:41

Sorry mate, but you're going about this totally the wrong way.

I can understand your frustration (trust me, I've been there), but this is not the right way to get this sorted - it's going to come to nothing but grief if you allow it to continue unchecked.

Stu1959 · 21-09-2007, 10:41

I tatally agree.
BUT
How can I sort things out with them when letters and emails are ignored?
I have a named person and her email address but get no response.

Paul · 21-09-2007, 10:44

You HAVE to re-instate payment and then get the issue dealt with. You can even get it escalated through the team here but if you are NOT paying then they can't do much to help you.

Stu1959 · 21-09-2007, 10:50

Are you saying "Pay them everything, including what is not owed" or pay up to the suspension of service?

I find it deplorable that I am expected to pay for something I haven't had, although I expect an immediate response from them should payment be made in full.

I will certainly not be reurning to VM so what is their incentive to refund the disputed amount?

As you say. "Not what I wanted to hear"

How can you guys help. Do you work for VM or just have contacts?

**Rob M** · 21-09-2007, 10:52

The Forum Team here have some high level contacts within VM. They have sucessfuly helped to resolve a number of issues very much like yours in the past.

foreverwar · 21-09-2007, 10:53

The mods have high (and medium) level contacts.

PM one the details, and I am sure they will pass it on to the appropriate people - they have a good record for resolving issues.

Rats - beaten to it by Raistlin

Stu1959 · 21-09-2007, 10:56

Who are the mods? Can I PM them "out of the blue"?
I assume they want account No., Name address, and details of dispute

Paul · 21-09-2007, 10:59

Quote:

Originally Posted by Stu1959

Who are the mods? Can I PM them "out of the blue"?
I assume they want account No., Name address, and details of dispute

http://www.cableforum.co.uk/board/cf-team.html
Yes you can PM them out of the blue but normally they see a thread and post to offer assistance.

Stu1959 · 21-09-2007, 11:02

Thanks everyone.
I'm off to find a team member to PM
As you say the sooner it's sorted the better.
I only hope your guys get a response from VM cos I haven't

Tthanx again for the welcome and the advice.

21-09-2007, 11:17

Just to let you know when you clear the blanace ur will get a refund ofr the time you havent had the services and just ask them once u have paid to removed the prem channels and backdate the charges am sure they will try and help and btw the phone is the bet way if ur letters or emails are not bee answered as cs dont see the letters or emails so they cant see if ur email and letters are just sitting there doing nothing