View Full Version : Pipex Billing #*%$£?!
Wasn't too sure where to post this but this seemed like the best slot.
Just a quick warning to anyone coming from Pipex who has a credit card continuous authority.
When I left I spoke to them and said that I was withdrawing authority to debit my card and that any 'outstanding amount' should be invoiced to me for payment, and confirmed this in writing, by recorded delivery. I even advised them when my account went live with ADSL24, to avoid them using BT not advising them as an excuse. Well, despite everything they have gone ahead and charged my card again:mad:
Luckily I'd spoken to my bank at the time and warned them that Pipex had a reputation for continuing to charge after authority had been removed, and they have been very supportive, even offering to change my card to stop them doing it again(as they have to some others).
Sorry for the 'whinge' but right now I'm hopping mad!
Rainmaker
11/08/2007, 15:33
This pees me off too :mad: Unfortunately, continuous authority is just that - and it's permanent too. I had this issue with Bulldog when my mum (who used my card for her payments) migrated away from them. They carried on billing my card, so I went to see my bank.
Apparently, the long and short of it is that once authority is granted it can't be revoked! How ridiculous is that? I know! They told me to change my card, which I did, and obviously then the debits stopped.
Interestingly, they told me that "continuous authority" is automatic, and that say you buy something for £2.99 as a one-off from a dodgy geezer/shop, there's nothing to stop the seller debiting you £1,000 a day until your account is overdrawn and dead - and then starting again when its back in funds!!
I went mad, and asked to see someone who talked sense, as surely this was wrong? The assistant manager came out and confirmed everything I was being told. I ended the conversation along the lines of wanting them to issue a new debit card every time I used the blighter, and they said "fine!" :eek::rolleyes:
Maybe this is just a RatsNest (NatWest) thing, I dunno - but it's scary nonetheless!
Cheers,
Lee
Howlingwolf
11/08/2007, 18:06
No, it's not just a RatsNest thing. I was told pretty much the same thing by my bank.
Now I'm worrying:eek:......I paid them the same way and have already contacted my bank to see if I can stop any further payments being taken (as you said, they have a reputation for it).
My bank said much the same as yours - they advised that if they take any authorised payments following notification that service no longer required, to report them to the bank for non authorised payment or alternately request a new card.
If they do it, I'll report it and then I guess I'll have to request a replacement card - hassle none of us need though :mad:
Howlingwolf
12/08/2007, 03:31
Indeed. But don't hesitate to start SCC proceedings against them if they refuse to return the money voluntarily.
You would have to demonstrate that you had made reasonable efforts to reach an agreement with them before taking legal action, copies of letters etc. but there's no reason why you shouldn't win and get all your costs as well.
If you do have to take this route there are a number of resources which can help. The first place should be the CAB who can advise you on preparing your case and point you in the right direction of the information you need. They may even be able to find a lawyer who is prepared to help.
Sometimes the threat of legal action is all that's needed to prompt them into settling but you do need to be careful how you word it. Once again the CAB are the best people to advise you on this.
stellarbelz
12/08/2007, 10:40
Not all of us are being told the same thing.
I was told that you can order a cease on an account. This is through Mastercard, not a bank.
I filled in some forms and put certain names down to be stopped and they will keep a watch on it.
If you are not receiving a service I think it is a point of law that your credit card company or bank needs to address. What happens between you and the company you were dealing with, has nothing to do with either bank or credit card people.
They need to listen to what you say, it is your account, you know what you need to pay out.
Changing cards does not help, I was told both by Visa and Mastercard that the debit will follow you.
Maybe it is different from that of a Bank issue.
After having over one year's deductions from Orange, I finally settled it. I plugged every hole when I moved to ADSL24, so far so good (I may speak too soon).
tinyclanger
12/08/2007, 11:24
After having over one year's deductions from Orange, I finally settled it. I plugged every hole when I moved to ADSL24, so far so good (I may speak too soon).
Good grief..ONE YEAR!!!:eek::eek::eek:
I'd cry:eek:
stellarbelz
12/08/2007, 11:47
Yep a whole year but in the end, I got a goodwill payment for all the phone calls, trouble and grey hairs. It was just a two month on dial up sum, but I am grateful for that.
Problem with Orange is they dont tell you what to do and try and trick you out of actually cancelling by giving you more and more freebies, although I did not take them up, they still gave a free month's dial up (while I was already on BB with someone else), then charged me again after 2 months and here's me thinking they closed the account.
This happened from 2006 to beginning of 2007.
Howlingwolf
12/08/2007, 14:28
I think the differences you mention might be due to credit v. debit cards. Mine is one of the latter.
Guess the moral of the tale is only to setup direct debits for recurring payments (which can be cancelled, I cancelled mine immediately after getting my MAC from pipex - they did attempt to take more money, but the bank blocked them for being unauthorised)
If you use a credit card to pay online, strictly speaking your payment contract is between you and the credit card company, not you and the shop; the credit card company is much more willing to help when shops/ISP's overcharge, as it's their money.
That's why I generally pay for one-off items with the credit card, then transfer the funds from my debit account to the credit card to pay for it - you've got much stronger protections against fraudulent merchants like pipex.
Before you head for the small claims court - though that may well be your most effective option - you can try making a written formal complaint to pipex (you can ring customer services for the address). If that fails, you can make a formal complaint to CISAS, pipex's Alternative Dispute Resolution service - though you have to wait 12 weeks after your formal complaint to pipex I believe.
tboorman
12/08/2007, 18:18
A Continuous Payment Authority can only be cancelled by the company it's set up with - this applies to both credit and debit cards. Usually phoning the card issuer and telling them you've lost your card will solve the problem.
Indeed. But don't hesitate to start SCC proceedings against them if they refuse to return the money voluntarily.
Agreed! Will be watching my bank account like a hawk......come the 17th if they dare to take a penny more out of my account (they'll be brave if they do, I've already filed an official complaint with them over the hassle I had getting a migration code) I will.....
1. Be straight onto my bank to report them for fraudulent transactions
2. Email them advising them that I've filed a fraudulent transaction report, tell them they've got 72 hours to credit the amount back and advising them that legal action will be taken through the county court if they don't.
3. If necessary I'll do it too! (If anyone's interested the form needed to claim through the County Court is an N1 - but you can file a money claim online through the HMCS website)
Here's waiting......
Hi
Does anyone know of anybody that has left pipex with no problems???? :D
I should migrate from pipex to adsl24 soon (migration date was 2 days ago but BT are taking ages)
I pay pipex with credit card and am now wondering that maybe i should have just stuck with them for a hassle free life! :eek:
Matt
Rainmaker
28/09/2007, 19:42
Hi
Does anyone know of anybody that has left pipex with no problems???? :D
I should migrate from pipex to adsl24 soon (migration date was 2 days ago but BT are taking ages)
I pay pipex with credit card and am now wondering that maybe i should have just stuck with them for a hassle free life! :eek:
Matt
Nope, I've never heard of anyone getting away trouble free - Pipex, Tiscali, Nildram, Orange, Bulldog... LOL
TBH mate, in your shoes I'd SERIOUSLY consider telling my CC company I'd "lost" my card and ask for a replacement. That way Pipex can't bill you as they'd just get a "card not valid" message :p:D
Hi mate
I have considered it but after talking to pipex tonight it would seem that i owe them for 1 more month or atleast up till the 18th October (1 month after asking for MAC) and then get a refund for the remainder of the month....this refund of course would be to my credit card!!!!
I have spoken to my credit card company and they said if pipex take any money they shouldn't then call them and they will doeal with it.
Besides if i change my credit card there are alot of places i will have to update it on....including adsl24!
Cheers
Matt
Nope, I've never heard of anyone getting away trouble free - Pipex, Tiscali, Nildram, Orange, Bulldog... LOL
Well, I migrated from Nildram - they charged me for the one day their service overlapped with my migration to ADSL24, and nothing else.
:cool:
Rainmaker
29/09/2007, 03:21
You were lucky Jaggies! When I was with Nildram (for ONE month), they charged me the £20-odd quid up front for the first month, THEN billed me £65! A 'mistake' according to accounts, but I got letter after letter, call after call. I kept ringing up to ask how I could have paid a month up front, but owe them over £65?
"Oops, a mistake Sir!"...
I migrated away a mere two weeks into the service they were so bad, and the manager agreed to waive all charges. Didn't stop them ringing me several more times and sending a court threat for the "missing" £65 though! Funny thing is, it was actually THEY who owed ME money. It took two months and a threat from me of a civil lawsuit under The Protection From Harassment Act, The Administration of Justice Act and maybe a word with the local police inspector to get them off my back.
Bloody cowboys. Did you leave before Pipex took over by any chance?
Did you leave before Pipex took over by any chance?
No, but I did leave when the threat of Tiscali taking over was confirmed. I had no issues with the service as supplied, but never came near to using my 50GB monthly peak time allowance. Finding an ISP which I had heard good things about, and had sufficient peak time allowance for my needs, and at £6 a month less than Nildram is a bargain on so many levels.
I had no problems leaving f2s, mind you I did cancel everything on the account page, stopped the DD at the bank.
When I left tiscali, I kept the phone package, and they forgot to charge me for 9 months, sent a letter saying it was there fault and I would not be billed, which was nice. Still, I would never ever use them for BB, hence my migration here.
Hi
Does anyone know of anybody that has left pipex with no problems???? :D
I should migrate from pipex to adsl24 soon (migration date was 2 days ago but BT are taking ages)
I pay pipex with credit card and am now wondering that maybe i should have just stuck with them for a hassle free life! :eek:
Matt
Think a lot of the problems here are with debit cards not credit cards (mine certainly was).
On the bright side - Pipex refunded and a little bit more for the hassle when I complained. Sadly though they then thought it was OK to make yet another debit from my account :mad: I went absolutely ape sh*t at them (not ladylike at all :( ) - they were a little bit more generous that time, with both their apologies and refund. No problems since :)
All the pipex crap started last October 13th 2006 { i think}.. What my sister did was when she got the billing problems { 385 quids worth } for a service she had not been useing for 7 month, was to get her CC company to get intouch with the bank pipex deal with {barclays} . After a few phone calls and letters ectt... Pipex came back with all the sorry`s under the sun and wrote off the bill that she never even owed.
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