I have within the last year after signing up with them been told I was sold the contract in error and given permission to leave due to them telling me they could support my emergency tunstall medical alarm and then they couldnt blaming it for internet problems and telling me I could leave, then called and told sorry its nothing to do with the broadband and I stayed, then it was suggested it was the exchange which when I mentioned it to another rep, they said no record of this, then it was found to be the router later on in the saga. Annoying thing is I suggested right at the beginning that it could be a router issue!!!
Worse still to come. When they persuaded me with their smooth apologetic talk to stay I cancelled another provider from taking me over. However that provider made an error not once but twice and slammed my line due to forgetting to cancel the cease order apparantly. Any how line goes dead and I am told by tesco that as they are not my provider now, they cant help. I ring the other provider who tell me its not them (turned out it was) but that as tesco is my current provider it is up to them to rectify the situation and this was confirmed by ofcom.
Ring tesco who swear blind it is not their responsibility and by now I am distressed as my fall detector wont send the help signal if collapse, so ring them again on mobile and insist they sort it. Eventually as an emergency they put the line back on within a short time of couple of days but at time insist it is not their responsibility, but as I am so distressed they want to help.
The line goes dead again and it is the other provider again, tesco again tell me to contact other provider and I have hours of stressful calls to tesco who insist it is not their responsibility, to with ofcom again I tell them to sort it. Even though my situation is one and the same re the alarm and they know it, they keep telling me they will sort it get back to me etc... and days pass.
After some approx 3 weeks they get my line back on. During this time I was advised as they use third party billing and cant stop the issue of such to stop the direct debit to make sure no monies go out that I shouldnt be paying as have no service.
Then their viscious is the only way I can describe them billing team, start harassing me. There has obviously been no liasing with billing and customer services. So I tell them what has gone on but does it stop the calls, no. I even get one suggesting my direct debit has bounced and I have insufficient funds, I said I am no paying it, which ticks off the rep and asks why? Because have no service, dead as do do basically, which confuses them and they say they will look into it.
All along customer services have pretended to be on my side striving to get the line back, stating they are new to the telecoms business and its a new one of them and as said it takes weeks, remember the first time, they had it back as emergency within days but this time they said they couldnt do the same. Told later by telecom engineer if they had wanted to do so it could have been restored quicker, the difference being the cost of the call out!!!
Anyhow they apologise I stay with them just relieved the line is back on and my alarm will work. They then bill me for part service I didnt receive and I ask them to put the bill right. They say they cant do it due to using third party billing but that if I pay it they reassure me they will credit me next month. Month comes and the credit is not there, am told need to pay it again due to their staff thinking the credit was an error on my account so overode it without seeking superior advice due to seeing many credits on my account. Well that would have been right, yeh, I had no service.
Told unless I pay the bill my line will be disconected, so I say I cant risk that and therefore have had enough and need to leave. They after receiving notice from another provider ring to apologise say they will sort it and the bill and persuade me to stay again!!! Takes them a while to sort the bill in the meantime I have suspended the direct debit and eventually they decided to wipe the whole bill to over ride their system. Direct debit is reinstated and off we go.
Direct debit does not go out. I am told their is a direct debit fault they are aware of it and not to worry. Next month it does not go out again and am told the same and that they will try to over ride the system by applying for new direct debit and here starts the regular contact of me and them with them confirming my banking details over and over again and ending up flumoxed as to why its not going out, am told there is a major system fault re the direct debits, okay i think I have my service they will sort it. At no time do they ask me to pay by another means and instead reassure me the bill will just carry over.
I receive email telling me I have changed my details without telling them and how important it is to keep them updated, two emails stating they are setting up a new debit and after many calls I am getting confused and frustrated as it is obvious they havnt got a a clue.. But by now the billing team are accusing me of non payment and refering me to the debt team and say my line is to be disconeceted.
I suggest paying via standing order or bank transfer for temp solution till they have fixed their fault and told their is no fault and its all my fault. I as an emergency decide I have had enough, cant risk my line and alarm and call BT to take me over, they reassure me once signed to them it is unlikely my line will be compromised and this turned out to be accurate.
Prior to finishing the call with tesco I warn them any additional costs with BT I will seek in compensation from them with distress as well. They are by now refering to line suspension and will not tell me when it will go dead, I now retrospectively feel they were just trying to frighten me into setting up a continuos payment authority, something my bank warned me against as hard to stop if need be.
I informed them I was stopping the direct debit that they insisted was not there or that I had changed my details without informing them knowing my bank would email them confirming this and that they could see prior to that my direct debit was active, and that hoping they would see it was their error.
But no they have insisted it is my fault. They have despite the dd being active since 14/12 and my bank is putting it in writing not requested any monies at all and the laughable insulting bit is they attempted to take monies out once told the dd had been stopped. So you see they found it again.
They have sent me an inacurate dead lock letter, telling me they are aware I was told there was a dd fault and that this was untrue, I have it taped. They ar blaming me for the direct debits not going out and my bank is backing me up. They are saying that as my account has received a lot of credit that they feel they dont need to compensate me for my out of pocket expenses. UUUUmmmmmHHHHHmmmm remember my line was dead do they really think I should bow down and say, hey thanks you didnt charge me you credited me for no service, oooohhhh I am so impressed, NOT.
They have said they only received one payment, inacurate.
All along I have now realised they have not known what they are doing, they have said from a business perspective they dont feel they should compensate me, how about that for a business model. They give you an appauling service, put your life at risk through their errors and dont care.
Someone said tesco pile em high and dont worry about a few broken products, that about summs them up.
So I say AVOID. I have even tried to get sence from their head office in cheshunt uk and they jsut refered me back to the telecoms complaints who I am now chasing for compensation.
She has admitted they have all the calls, you see I recorded them this end. It can be clearly heard them telling me about this fault and then she says what I was told was untrue. Hows that for a business model? Our staff will tell porkies and we will tell you it wasnt true, but still blame you for the state of your account.
PLEASE AVOID THEY HAVE MADE ME ILL.
You will be glad to know 7/3 I will have left them for good xx
Oh and not forgetting there are other complaints on other forums with others having direct debit problems and not realising there is a problem till their line goes dead, same time as my problem. I wonder what they were told hey?
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