Think about after sales service before using this provider!

Thank you for your response. Finally we can at least discuss the issue. We cancellled the service telephonically in May as we would have Fibre in June. At end of Sept we realised we were still being charged, which is why we requested that usage be looked at to prove that we were not using anything as wehad cancelled. We requested immediately cancellation again this time in writing while the former telephonic cancellation was being investigated. This one was acted apon albeit nearly 10 days later. I was told this had been escalated a few weeks ago. Numerous messages for supervisors to call me have been ignored.

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I would not have the reference numbers from May for telephonic calls, I only received a number when we emailed. We requested confirmation of cancellation and instruction to the bank which we have never received. Clearly whoever took the call didn't follow procedure in cancelling the service. The people who have taken my calls since then with the follow up have been shocking. One gentleman was polite and said he would escalate the case. The others are an embarrassment to Rain and I would seriously relisten to those conversations. As can be seen from data usage stats which I assume that you have, there was no data used at all for those months as we believed it to be cancelled since tbat is what we had been told on the phone. It would make no sense to be paying and not using it at all. Please note the correspondence that has not been rep**** to either.

That is exactly my point. We phoned to cancel in May as we had fibre from June. Based on the telephonic conversation at the time we were led to believe the 'contract' had been cancelled only to find that we were still paying months later. You will see that there was no activity over that time. When we discovered that we were still paying we phoned and were told that the contract could be cancelled with immediate effect and that the other months would be a separate issue. To not fall into the same trap of 'a convenient but paperless contract' my husband asked for written comfirmation and comfirmation that the bank order would be stopped. Many rude calls later and we haven't received any reply, a promised call from the supervisor and the issue isn't resolved. I had to resort to Hello Peter just to get someone to look at my complaint despite numerous(!) requests, a huge amount of time, stress and energy.

Are you able to pick up all my telephone calls trying to solve this issue? Are you able to pick up our calls requesting the service? Are you able to respond in writing to the request sent on the 4th October. The fact that that hasn't occurred over the last 2 months clearly shows an administrative issue on your side. Have you looked at usage during those months? When a paperless system is advocated by yourselves the public should be able to trust your administrative team, recording system and records of data usage. When someone is assured the 'contract' is cancelled they don't expect to be charged for the next few months and then told that they can't prove the call was made. Especially when the correspondence that we can prove has been dealt with in the same manner.