Forum Discussion

mikesteadman's avatar
mikesteadman
Joining in
2 years ago

Early termination Fee - new contract less than 30 days old

Good Afternoon,

Long story short, I ended an 18 month agreement with no issues, at the end I wanted to leave just due a better deal, got convinced to stay but got told I can cancel within 30 days if I change my mind.

I did a live chat with an agent ( before the new services even started ) asking to cancel the new services. Got told I couldn't because they wasn't live yet so there was nothing to cancel, message back once your services are live.

So here I am, messaging them, and now I have to pay a £580 early termination fee, the same 30 days cancelation rules don't apply apparently even though its a new contract. and the agent is refusing to send me the transcripts from previous chats.

Happy to pay for what i have used, but refusing the pay the fee, how do i get the old chat transcripts.

thanks 

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 years ago

    Hi mikesteadman

    Thanks for your post, welcome to the Community Forums.

    I'm very sorry to hear that there's been some confusion and misinformation surrounding your package and contract. To clarify, you would have a 14 day cooling off period from when you sign up for a new service or contract with us to change your mind. If you have been advised 30 days, I'm afraid that's not correct. However if we can find evidence that this was advised and you tried to cancel within this period, we can see what we can do.

    I've dropped you a message so I can look into this for you.