Tiscali continues
Dear Mr Tasker,
Thank you for your letter regarding your Tiscali account.
Please accept my apologies for the delay in resolving this matter for you.
I can see from the notes on the account that you should have recently received a letter from us advising that a Credit memo of £20.54 had been applied to the account, leaving an outstanding balance of £14.80.
In order to make a payment, may I ask you to contact our Billing Department on 0870 744 9966, selecting option 2 when prompted, where one of our advisors will be able to assist you. Alternatively please send a cheque or postal order to the above address, please quote your customer code: [CUSTOMER CODE] on the reverse.
I am sorry that I am not able to offer any compensation in regard to letters sent to Tiscali.
If you require any further information please do not hesitate to contact our customer care team on 0870 7449 966 option 4. Lines are open 8am to midnight 7 days a week. Calls are charged at national rate.
Alternatively you can contact us through our website at www.tiscali.co.uk
Yours Sincerely
.........
Well once again my requests for information on who my information has been passed to has been ignored, but my reply should knock that on the head.
Dear Sir/Madam,
I am writing to you today in
response to a letter sent to myself dated 07/03/2007 from Liz
Ross-Bartell in regards to Case Number [CASE NUMBER]. The relevant
Account
Number is [ACCOUNT NUMBER].
It would appear once again that Tiscali is not fully appreciating the situation, as I am sure your records now reflect I issued a Cease and Reprovide request on the 11th September 2006. This was just one week after my previous payment to Tiscali had been taken from my bank account via direct debit. This Cease and Reprovide was never fully completed, finally in exasperation I cancelled my account and started using an ISP I felt I could trust to 'get things right.' Tiscali's decisions so far only reinforce that decision, I in fact had to send Tiscali a copy of the email I received from yourselves confirming receipt of my Cease and Reprovide request. This email is something that should have been registered on your system, and must at some point have done so as a customer service representative confirmed to me on the 11th of October that service to my old address had in fact been ceased.
I then found Tiscali was still taking payments from my account via Direct Debit, despite being told by the person I spoke to about cancelling my account that Tiscali would cancel the Direct Debit from their end. Having discovered that these payments were still being taken I cancelled the Direct Debit myself and contacted Tiscali to discuss reimbursement. However the Customer Service Representative informed me that the matter had been passed onto Head Office. Realising that this could take months I went to the bank and used the Direct Debit Indemnity Guarantee scheme to reclaim my money. As a courtesy I then sent Tiscali a letter explaining what I had done, since then Tiscali have denied that my request was ever received, billed me for a range of amounts.
I am writing to you today in order to request that you send to me a detailed summary of how Tiscali believes that the time between my payment in August and my service being ceased can amount to £14.86. I do not believe that I should need to remind Tiscali that at the time the monthly charge was £17.99. Regardless of when Tiscali actually ceased my service, the email does stipulate that the account would be ceased within 5 days, if Tiscali did indeed take longer than the stipulated 5 days then this would be in breach of the Cease and Reprovide contract, and so at Tiscali's own cost.
Furthermore as Tiscali never actually completed the Cease and Reprovide request by the specified deadline this would put Tiscali in further breach of the Cease and Reprovide contract. I believe you would agree that a Judge or magistrate in a small claims court would find that Tiscali's apparent insistence of billing me for this time is unfair.
I would also like Tiscali to take note of the fact that I have requested in my previous two letters that Tiscali send written confirmation of whether or not they have passed my details onto any Credit Reference Agencies, and if so who and when. In order to make Tiscali understand the implications of this request, I will phrase in in a slightly different manner.
I am requesting under the UK Data Protection Act that Tiscali provides all information currently held about myself, including but not limited to any outside agencies to whom my details have been passed. Tiscali is legally bound to comply with this request.
In response to Tiscali's refusal to pay 'compensation in regard to letters sent to Tiscali' I may remind you that under UK law so long as a charge is not excessive and the persons billed for the charge have been previously notified of the charges, then charges are legally enforceable. In a previous letter I advertised my charges to Tiscali, and if required am willing to provide a breakdown of the component charges of my Standard letter charges. In accordance with UK law this breakdown will be provided free of charge.
I would also like to take this opportunity to comment on how disappointing it is that Tiscali took money from my account, and then chose to deny that my request for a Cease and Reprovide had been received. But to go further and alter the amount that Tiscali felt I had outstanding is outrageous.
Yours sincerely
Hopefully that should lead to a reasonable response, as ever I have included an invoice, they now owe me £100 and this constant debate has probably cost them nearly that in labour hours. I cannot understand why they do not seem to realise or care that all they have to do is show that the charges are reasonable and give me a summary of what has led to those charges and I will pay them. Instead they insist on taking the hard route and arguing the toss over every little thing.
Its unbelievable really!
