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[ This Message was edited by: Paul Varjak on 2007-03-01 20:18 ]
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Posted: 2006-07-12 16:33:50
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In October we switched our phone to Mercury Telecom after being recommended by
www.uswitch.com to save money on our calls.
On November 28th we received a bill for £62.75. This was astonishing as we found the 0844 number we use a lot to make international calls being charged at 10p a minute. It quite clearly states when you call the number (0844 620620) that ‘Call Charges are 2p a minute’. It was 2p minute with our two previous providers Telecom Plus and Tele2.
We were unable to query this with the company and they did not respond to emails, telephone calls or voicemail messages. After doing some research found that Mercury Telecom’s director Ian Burrow has quite a history. He has been fined on two occasions and there has been hundreds of complaints on forums about his previous business ventures. So we therefore cancelled our direct debit payment. On the 30th November our phone completely stopped working, we were unable to make any outgoing calls whatsoever. I sent an email on the 1st December to ask why they had blocked our phone with no prior notice. Received no response again. Phone call on the 2nd December also went unanswered.
On the 6th December I was finally able to speak to somebody at the company. She told me I had to make payment before they would switch phone back on. Agreed to send cheque but told them the service is outrageous and I wanted to cancel,. She said I could cancel the service with no penalties after payment was made. I therefore sent a cheque to them paying the full bill of £62.75.
I then received a letter requesting £29.38 as a fine for cancelling the direct debit payment.
On the 12th December I changed to a new telecoms provider as the phone tariffs are not what I agreed and 500% more than what I am supposed to pay.
On the 13th December received another letter requesting £77.31. Letter stated I am not allowed to cancel as singed a 3 month contract. Charging us another £47.93 as a cancellation fee.
On the 19th December I called and spoke to Paula Astley, asked to speak with a manager. She explained she was a manager. Explained the charges are outrageous, told I had to speak with a supervisor. She explained no supervisors are in until Thursday. She took my name and phone number and said a supervisor will call me on Thursday. I explained that I had paid all my original charges and the outstanding direct debit and admin charges of £77.31 are not fair. Told her that I was keen to resolve this issue but if they did not respond I lodge an official complaint with Ofcom. Also asked why we have been charged £47.93 for a cancellation fee when she already assured me on the 6th that there would be no charges as I was unhappy with the outrageous and agree with me that the disruption to my service was
On the 21st informed by Mercury that I have to pay the bill in full. Explained that I signed a term conditions form with all this on. I explained none of this was on the terms and conditions form I read and neither were the call charges.
On the 21st December received another bill from them this time for £123.47. This again included £95 for 0844 calls which should have come to £19. Also we were charged 23p a minute to calls to Kazakhstan, these calls are actually to Russia as it shows on the bill and should be 5p a minute. So again we have been overcharged.
Mercury Telecom have refuted all my claims and wanted full payment of £200.78 by the 5th of January or they would take legal action. So forced to pay. Their whole charges for a 2 month period has been £263.22. This would have cost us £40 or £50 with other telecom providers. Avoid this company like the plague.
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Posted: 2007-02-08 22:27:06
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