Tiscali Pulls A 180
As regular readers will already know, I have spent quite some time discussing with Tiscali whether or not I owe them money. Things got serious in the last letter they sent me, where they threatened me with Debt Collectors. I had to make a decision, do I stand up for myself, and risk a huge debt. Or do I pay it off and decide it was probably for the best?I took the middle path, Tiscali had called in their big guns, so I contacted CISAS about the matter. The issue is now under adjudication, I sent Tiscali a letter informing them of this, and also sent a cheque for what they believed I owed. I made it very clear that this cheque was sent without prejudice, and that it was purely so that Tiscali could not pass my details onto Debt collectors.
Interestingly I received a letter from Tiscali yesterday morning;
Dear Mr Taylor,
Thank you for contacting Tiscali Customer Care.
Please allow me to apologise for the difficulties you have encountered with our service.
I have investigated your case thoroughly and can confirm that our Finance Team have written off the outstanding balance of 14.86 on your account in respect of the technical issues you experienced with our service.
As such, the balance on your account is now clear, and your account has been fully cancelled.
Please allow me to apologise for the length of time it has taken to resolve this situation, and for any inconvenience which has been caused, however I hope that this now finds some positive resolution to the matter for you.
If you have any further questions, queries or concerns, please do not hesitate to contact our customer care team on 0870 744 9966, where one of our agents will be happy to assist you.
I think you'll agree, it's interesting that despite my mentioning my 'technical issues' before, the charge has been written off in respect of this.
I have to admit I was stunned at how quickly Tiscali did a 180, and I almost decided that it was over. In reality, it is clearly not. Tiscali may have written off those charges (for whatever reason), which would be very gracious of them except that I never ran up those charges in the first place.
Purely writing of the charges could also affect my Credit Rating, not to mention the fact that Tiscali may well turn round in a few months (after I have lost the letter) and bill me for this amount again.
However as CISAS is now dealing with the situation, the letter needs to be delicate, without prejudice and to the point. CISAS will need to be sent a copy of both this letter and my reply.
Could be interesting, It'll be online when I've written it.
No comments