I wish I could give a minus rating- they are treating me appallingly (Tiscali (Lineone))

Member Name: Trishajs

Product:	Tiscali (Lineone)
Date:	14/07/09 (59 review reads)
Rating:

Advantages: Not if you sign till death do us part

Disadvantages: If you don't know after reading the review- what could I add?

I am writing today about Tiscali, so that anyone thinking of signing up- bears my experience in mind.

I was with Tiscali for years and had always been reasonably happy with them, I objected to their premium rate call service which always appeared to be a money making venture, as I seemed to be on hold so often. But I decided that all companies would have their good and bad points and my broadband seemed mainly reliable- albeit with the most useless email spam filter on earth.

Fast forward and I decide to leave them to get a better deal elsewhere- now this is when it turns- I left them one third into the month and was not surprised when I didn't get a credit straight away- expecting it the following month when they did their account run. I didn't get a credit- I got charged for yet another month as well. The problem I have is they haven't sent me a bill they have charged the money to my credit card and so I have to pay it as it means nothing to Tiscali if I don't.

Now here is the best bit-when I rang to complain they said I had to prove that I hadn't used their broadband supply. Even when I gave them the cancellation details and transfer reference details - they were having none of it- the charges would continue until I could prove they were not my supplier. After over an hour of phone calls with my new provider giving their reference and date details as well- still no joy.I asked to speak to a manager and surprise surprise no one was available. So have written to customer services- having discovered finally that two two email addresses that they had given me were incorrect.

Now answer me this - if you ate in Tiscali Ristorante one night and the following night were seen eating in the new cafe over the road- how do answer when Tiscali Ristorante present you with a bill- claiming it is their food you are still chewing???

Update- they have e mailed me this morning and are not stepping down- even adding that they are in the process of preparing the next invoice- how very kind.

Update 2- they are saying that although I didn't use the service- I could have- hence the charges-can anyone believe that??? I checked my online phone bill and the calls to Tiscali have cost me £7.71 and if I fail to get them to be reasonable- then at least another £3.00 on copying and recorded delivery charges-I really cannot warn you off them enough. I am expecting a knock on the door any minute- the train that stops at my local station goes on about 100 miles to Cambridge-so the ticket inspector will be asking me to pay the fare I owe to Cambridge- my pleas that I got off at my local stop and didn't travel to the University City- will no doubt be met with- well you could have!!!!!


UPDATE I have finally had a pleasant phone call, followed by a credit
note. I pointed out during the phone call, that customer service is treating a customer with a degree of respect, that hearing in someone's voice that they are tired of speaking to you, that they could not care less about your problem is the sure fire way to get your company talked about in a somewhat unflattering way and that's how you lose potential clients- he said he would pass on my comments. I will probably never know if their service improves as they have caused a scar that I doubt will heal.

UPDATE THE SEQUEL
Whenever I received an invoice from Tiscali, I never had to worry about paying it as I had an arrangement that it was automatically deducted from my credit card. So when I finally received a credit note, I assumed the credit would appear on my next credit card statement. WRONG. I have the statement and it has not appeared- so I retrieved the credit note from my filing pile and lo and behold I discover in the small print- "if your account is now in credit please ring XXXXX (do I need mention it is a premium rate number??) to arrange a refund. So they not only take the biscuit- but they dunk it in my tea-Be warned.

Summary: Customer service at the lowest level imaginable