28 December 2006

Hi Alfred,

The service of Pipex was fine but the price was no longer competitive, so I decided to cancel and switch. I rang them up and asked for a MAC code, I did this at the end of August 2006.

They stalled for a week or so and dragged me into September; I had to give on months notice so the final date that I finished with Pipex was the 8th of October.

Then in November I received a bill for £46.88 which was two full months, it turns out that I had not paid in May, so I agreed that this was OK, but refused to pay the full month of October because I had not had the full month’s use (actually my internet connection would no longer connect, from the middle of September, but I was prepared to pay the 8 days of October anyway).

I rang up their billing department and they refused to adjust the October bill, and told me I would receive a rebate once I had paid the full month, which I thought was wrong. I asked to speak to the man’s boss and he told me that he did not have one and refused to pass me to anyone else, he then started laughing as me and when I asked for his name he gave me a false one.

Several more telephone calls and letters lately, still nothing, then out of the blue I received an email, asking me for payment of nearly £100, for the months of May (this month I did owe) July (this was paid I have bank statement to prove it), September (again paid bank statement to prove it) and October, which I refused to pay a full month.

At this point I am getting really annoyed, I called them yet again and spoke to another idiot who told me that my account did not look right and he would look into it straight away and call me back. I did not receive a call back and have never received a call back off anyone of Pipex’s customer service team, even though they all promised to do so.

I then rang back and managed to speak to the same man and he said I am sorry your bill is correct and you will have to pay it.

I then sent my bank statements proving that I had paid by recorded delivery to their billing department; this was over a month ago and still no response.

I rang back again, (this must have been over 30 calls by this point and they usually keep you waiting for on average 30 minutes before your call is answered. This time I spoke to a girl, she refused to help once again and hung up on me, I was so amazed, that this happened, so I phoned back again, spoke to another girl who did not believe that someone had hung up on me.

Anyway I sent three letters to the CEO, Finance Director and Chairman of the Pipex, asking for a revised bill so that I can pay it.

No response, I then telephoned the chairman Peter Dubens, he is on vacation and so is his PA, but the girl who answered promised that his PA would ring me later, guess what, never happened!!!

All I want to do is pay my bill so that I do not have to ever speak to this company ever again, if anyone is considering using Pipex please God do not make the same mistake, I think this company is on self destruct and can not see it trading for much longer.

(Full name and email address supplied)