| My experience with Pipex Part 2 Had to shorten the message so here's part 2
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From: Kenny Stuart
Sent: 17 October 2008 12:06:08
To: Customer Care (customercare@pipex.net); Customer Relations (customerrelations@pipex.net); Customer Services (customerservices@pipex.net); Pipex UK Customer Care (care@pipexuk.com)
[Incident:081011-007706]
I have just received the following email from pipex credit control:
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Ref: nomop1
Account Number: xxxxxx
Dear Sir/Madam,
As we have no method of payment your Pipex account has now fallen overdue as we are yet to receive payment from you.
Unless the balance is paid and a new Direct Debit/Credit Card Instruction is received within the next 6 days your Pipex services will be suspended.
To resolve this matter and to prevent any unnecessary disruption to your services, we kindly ask you to address this payment as soon as possible.
You can make payment over the phone on 0871 221 2212 with one of our dedicated customer service representatives.
In the meantime if we can be of any assistance, please do not hesitate to contact us.
Kind regards
Pipex Internet Credit Control
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Are you seriously just ignoring my communications as well as the arrangements and commitments pipex made to me over the phone, is there nothing that will cause you to react in a professional and competent manner???
I remind you that I was given no notification of these charges, on the contrary I was actively given the impression there would be no changes to my service, just a subscription reduction.
Should pipex continue to make no attempt of redress or response to my communications and suspend my service, further blocking my ability to migrate to another provider unless I pay the illegal sums being demanded, I will seriously consider suing for the undue stress and anxiety I am being caused, and also to recover the costs of having to have broadband installed on another line.
Please display some degree of concern and professionalism.
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From: Pipex UK Customer Care (care@pipexuk.com)
Sent: 10 November 2008 13:21:50
To: Kenny Stuart
Subject
Complaint
Discussion Thread
Response (Abisola Obakoya) 10/11/2008 01.21 PM
Dear Mr. Stuart.
Thank you for your email, the contents of which have been noted.
I tried to call you today on your landline to discuss billing issue; however, there was no response. I have left a voice message for you.
Upon investigating your account, I can confirm that your account has been credited with £79.07 on the 10th September 2008. Your account has been credited with three month free broadband period. This will reflect in your next invoice. Please accept my apologies for any inconvenience which may have been caused.
If you have any further requests or queries, please do not hesitate to contact our Customer Care Team.
Kind regards,
Abisola Obakoya
Pipex Customer Relations.
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From: Kenny Stuart
Sent: 11 November 2008 19:08:50
To: Pipex UK Customer Care (care@pipexuk.com)
Dear Abisola Obakoya.
I have lost the use of my telephone.
I have lost the use of the internet.
I have lost access to my pipex email accounts.
After taking nearly 25 days to respond to my emails and over a week after your company suspended my broadband service and barred me from making outgoing calls on my phone you send me this!
I have to say after practically having to beg for this to be addressed I gave up expecting any action from pipex to resolve this issue.
No, I don't accept your apology, as someone who has spent the last twenty years overcoming depression the distress and anxiety that I continue to suffer at the hands of your company goes way beyond any inconvenience.
Firstly the amount in dispute was £63.75 not £79.07, if as you claim the latter was credited on the 10th September then what are the charges of £94.89 I was asked to pay on the 11th September and which were further requested in a letter of the 12th September?
I think I made it quite clear that I needed to know how much pipex intends charging me before authorizing another direct debit, that appears to be confusing to you and I apologies for not making that request in an idiot proof manner.
Please provide me with my account balance and an explanation of what those charges are for, that is also known as a statement, should that remain confusing to you I would appreciate it if you would not wait nearly 25 days to let me know.
You are legally obliged to provide a statement upon request within a reasonable time frame, I would be grateful if you would honour that obligation, I don't think three months is reasonable, especially after you have crippled my broadband and telephone services in the interim.
Secondly, On the 11th September and numerous occasions since, I have asked for the details of the new agreement arranged with your retentions department to be forwarded to me, again that request appears to not have been idiot proof as I have yet to receive anything in this regard.
Please provide me in writing the service level agreement for the service agreed by me with your retentions department on the 10th September, please include details of the features and pricing of the service.
You are legally obliged to provide details of a service level agreement upon request within a reasonable time frame, I would be grateful if you would honour that obligation.
Although I am taking legal advise and will proceed accordingly let me make it quite clear that I am loathed to pay for the disgraceful level of customer service afforded me and the utter incompetence your company has shown in dealing with an issue entirely of your own making, it would have been so easy for you to provide the information I requested back in September.
Regards,
Kenny Stuart.
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From: Pipex UK Customer Care (care@pipexuk.com)
Sent: 13 November 2008 16:08:57
To: Kenny Stuart
Subject
Complaint
Discussion Thread
Response (Jerome Mullin) 13/11/2008 04.07 PM
Dear Mr. Stuart,
Thank you for your e-mail, the contents of which have been noted.
Please accept my apologies for the inconvenience caused.
As my colleague has advised a credit of £79.07 has been applied to your account.
There is still an outstanding balance of £38.80 on your account.
All your services with Pipex are now cancelled.
Kind regards,
Jerome Mullin
Pipex Customer Relations
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RE: Complaint [Incident: 081011-007706]?
From: Kenny Stuart
Sent: 13 November 2008 17:43:57
To: Pipex UK Customer Care (care@pipexuk.com); Customer Care (customercare@pipex.net)
Dear Jerome Mullin
Thank you for a speedy response, although a rather poor effort at least it allows an opportunity to move the issue towards a resolution, it is a great shame that I was denied such an opportunity back in September by such a small attempt at customer service.
As previously requested please provide a breakdown of the outstanding balance as the sum of £38.80 does not appear correct to me, as previously stated I believe I owed £19.99 for September and £9.99 for October, you have not disputed this and yet continue to attempt to charge me £38.80, why?
If it is the case that you do not wish to resolve this issue, and I assume that this is the case as you have now cancelled my services with pipex which were previously temporarily suspended, then release my phone line and stop attempting to charge me monies that are in dispute and that you continue to deny me an opportunity to resolve.
It is simply unacceptable for your company to have prevented me the opportunity to resolve this issue during the period it was initially raised and continue to do so by not providing the information I have repeatedly requested and to which I am legally entitled, let alone crippling my broadband and telephone services in the interim.
Regards,
Kenny Stuart.
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