Sunday 19 November 2017

Smart Consumer: I moved house in 2007 but was still paying the UPC bill three years later

Sarah contacted Smart Consumer about her UPC contract, which she claims she cancelled back in November 2007 when she moved house.

However, she only recently realised that direct debits for the service were still being taken from her bank account three years on, despite her not receiving any bills or living at the address, or using the service since then.

Sarah contacted UPC who informed her they had no record of her cancelling, nor had she stopped her direct debit.

She then wrote to UPC at the beginning of November to complain and to explain that the person who moved into the apartment after her had been paying for the UPC service since then.

Sarah said that while the cancellation department had no record of her cancelling, "I can assure you that I did," and she requested a refund.

Sarah received a prompt response from UPC, which stated again that there was no record of cancellation; that her account would now be cancelled as per the 30 days notice period, and a final bill would be issued.

AThis situation is a reminder to everyone cancelling a service to double check that your cancellation request has gone through, and to cancel your direct debit facility once the final bill has been paid.

It seems that something went amiss in this case so Smart Consumer contacted UPC to try and get to the bottom of it.

While UPC said they have no record of receiving instructions to close or transfer the account, they decided nonetheless to put this case through their dispute process.

Following that process, UPC informed Smart Consumer that the case had been "resolved".

On contacting Sarah, she was happy to report that UPC had been in touch with her and agreed to refund her €940.

Irish Independent

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