12 May 1998

Dear Mr Wallace,

I am concerned about the wrong bills former Videotron customers have been
receiving for Good Friday and Easter Monday. I have had hundreds of emails
from people asking me what to do.

My bill was almost £9 too much. I phoned up Customer Services three times
and got three different suggestions on what to do; in the absence of any
clear guidance from your company I went to my local Citizens’ Advice Bureau
and, on their advice, wrote a cheque for what I considered to be the
correct amount and sent it off together with a list of the
incorrectly-billed calls. In addition, I cancelled my Direct Debit and will
be paying by cheque until the billing problems are sorted out; this is
inconvenient both to you and to me.

Questions:

1. Why were wrong bills still being sent out three weeks* after the problem
was first reported?

2. Why were Customer Services giving out inconsistent information after
that time?

3. Will the billing for 4 and 25 May be wrong? [It's correct - AMS]

4. Will people who do not complain be compensated as part of their next
bill? [It would seem not - AMS]

I observe, from the Evening Standard (11 May), that CWC has been conducting
a 'blitz on bad debtors'. Should you not get your own house in order as
well?

Yours sincerely,

Alastair Scott

* I was first told about the problem on 17 April; my bill for April’s calls
arrived on 8
May.