Over the Easter weekend, my services stopped working. At first, I assumed it was a technical fault and would resolve itself in a few hours. It did not, so after the weekend, I called in to report the fault.
I was told that my services had been cut off because I was over the limit on my “shadow account”, that I owed £141 and needed to make an immediate card payment to have service restored. Nobody could tell me what a “shadow account” is, or what I had spent money on. I refused and was offered a resumption of service for a card payment of £25. As I declined, I was passed over to customer services. They stuck to the same story, except that now I owed £191 and needed to make an immediate card payment of at least £17. I continued to ask what the charge was for and the call was cut off.
I checked that my bills had all been paid OK by DD, they had, the latest taken only a few days earlier.
Calling in again, I got through to someone who could not see the charge or the reason for disconnection. I was promised resumption of service within 30 min and this indeed happened.
Several days latter I received a letter through the post, this shows my details at the top and an overdue balance £0.00. The letter informs me that my new bill for £250 is on its way to me and that I am also being surcharged £7.50 for late payment. It also states they are still waiting to receive my payment of £0.00 to settle my last bill!
I called in again, only to be told that they could not discuss the matter as it had already been escalated.
I have no idea what this is all about, or what a shadow account is. I was without service Easter weekend despite never having been in arrears.