Keep checking those bills! [16 June 1998]
People are still reporting problems, even though CWC promised to correct previous misbillings for those who complained in this month's bill.
This month's bills for London ex-Videotron subscribers are their first with CWC's new billing system - Southampton subscribers have had the new bills for a few months - and I've been told of:
- Refunds being paid excluding VAT and the VAT portion being treated as a debt. This is by far the most common reported problem and, as it turned out, happened to me; my refund was agreed over the phone as being for £8.58, yet only £7.30 was refunded by my current bill and the remaining £1.28 was treated as Balance outstanding including VAT due immediately;
- Several cases of people being moved to CWC tariffs after 21 May without their consent - as a result, one person was overcharged £93 on their current bill;
- Several cases of people being charged for some - not all - calls at off-peak times;
- One case of someone being refunded for only the first overcharged call they made, so what should have been a £30 refund turned out to be a rather disappointing 48 pence;
- One case, my favourite of them all, of a mysterious commUNITY 0.00 appearing on someone's bill. When they complained they were told, after being put on hold for fifteen minutes, that nobody knew what it meant but that it was there 'to stop the computer charging for calls' ...
The last is particularly interesting, as commUNITY was the name of the Nynex package of unmetered cable-cable calls removed immediately when Nynex were taken over by CWC. Hypotheses non fingo.
As I said, please check your bill and, in the first instance, get in touch with CWC if there is a problem.
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