Monday 23 April 2018

My daughter cancelled her broadband contract but the bills kept coming

Patrick contacted Smart Consumer about a mobile broadband contract with O2. He writes: "In March 2009 my daughter Ceire took out a 12-month mobile broadband contract with O2, but she decided to go to Australia.

"In August of that year she phoned O2 and explained her plans and asked them to cancel the contract on expiry in March 2010, which was agreed, and the conversation was later confirmed through email."

When a bill was received for April 2010 Patrick cancelled his daughter's direct debit.

He later contacted O2 and says: "The person to whom I spoke agreed that they had recorded the request to cancel in March."

So that was that, or so Patrick thought, until recently his daughter received a draft civil summons for an amount owed of €64.63.

Tina replies:

How you cancel your contract with your service provider will depend on what they stipulate in their terms and conditions. In O2's case they ask for confirmation of cancellation in writing.

However, while Ceire cancelled over the phone, Patrick does say that she received email confirmation.

Smart Consumer contacted O2 who responded by saying "even though Ceire's Dad stopped the direct debit from the bank, we didn't receive official confirmation in writing until September -- so the amount owing relates to line rental between April and September.

But 02 added: "That said, because the customer clearly hasn't been using her broadband account for over a year, I have asked Customer Care to touch base with the customer's family with a view to getting it resolved, including ceasing the civil summons they received."

Patrick has since been in touch to say that O2 had been in contact and "they had agreed to waive all outstanding charges".

Irish Independent

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