An extraordinary admission [28 May 1998]
A correspondent got a letter from CWC regarding the ongoing billing problems. One paragraph is absolutely astonishing (the omitted paragraphs are unrelated to it):
Over the Easter period the system on which our billing information is stored became corrupt, which resulted in your free calls for this period being charged. It was not possible for us to remedy this error prior to billing as we were unaware exactly who had been affected, therefore the decision was made to wait until customers reported this error
independently.
Will people who don't complain about their wrong bill be refunded automatically? No, it would seem; it is hardly surprising, in the circumstances, that my latest letter to Graham M Wallace has not been answered so far.
Needless to say, what CWC are (not) doing is not good enough; they are obliged to correct wrong bills no matter how much effort that requires. I know that at least one person will be taking action against CWC, in due course, if their bill is not automatically corrected.
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