Quote:
Originally Posted by dougthrow
They were charging for Broadband and Dial Up. My other half did not spot it, they admit it was and error, but say they only have to pay back 12 months. Not the full 36 months. You can not talk to a complaint team person or manager. Only the call desk. Even then you have to write to them to claim the 12 months. Seems a bit slack and contradictory to ISO 9001
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As much as I can see from your post that you may of been getting charged for dial-up as well as broadband... a couple of things spring to mind...
1st.. how did it take 3 years to spot the mistake on the bills?
2nd.. it is common practice for any mistake to be credited back to a maximum of 12 months only as it deemed a reasonable amount of time to spot any mistake.. it's the same with gas, water and electricity bills. VM will have fulfilled the obligation in this case even if they admitted a mistake has been made.. I'd very much doubt you'd get anywhere taking this any further.
Maybe you should get proper legal advice from CAB? At least you know where you stand then.