Firstly, I really am sorry for the long post.
The saga began when I placed an order on 18/08 as a new customer. The contract start date was listed as 21/08 when the equipment was delivered. It has all remained in the box. After thinking it through I came to the decision that signing up could be a financial burden, so I posted the cancellation form on 26/08 by recorded delivery to the address specified on the contract to cancel within the cooling off period.
Of course, no acknowledgment. I proceeded straight to logging a complaint on 08/09. (I know, it was foolish to leave it that long). And the odyssey began. No record found of the cancellation form. I sent the team photos of the postage receipt, the delivery confirmation on Royal Mail (with a signature on their end), a photo of the signed form.
I was then told I had to talk to the Retention team as the cancellation form was not sufficient (doesn’t say this on the contract). So I did via live chat on 10/09 for 25 mins. I attached this transcript and sent it to the Complaints team.
I was then asked to call and speak to someone. On 12/09, I went through to Retentions. The nice fella confirmed the disconnection and explained the Complaints team would backdate it to the cooling off period. He confirmed there would be no early disconnection fee.
Silence. I asked the complaints team how to return the equipment on 16/09. Apparently the disconnection was ‘cancelled’ because, eh… No explanation. I’m asked to go through to Retentions once again.
I’m at a total loss. I cannot do more. I have provided evidence. Spoken to live chat. Spoken to the Retentions team. I’m not sure if this is incompetence or deceit. I just want to return the equipment and be done with it.
Does anyone have any ideas on how to proceed from here? I feel like I’m in the twilight zone.
