The monthly charge that Sheila Smith was expecting almost doubled
The shock change really worried the pensioner but she was left hanging on in vain for the refund she says that she was promised by Carefree Communications.
And that wasn’t the only thing Sheila was unhappy about when it came to the way the Kent-based operator handled her switch.
Sheila was a BT customer when in 2015 she got a call suggesting there was a better deal available.
“I thought the caller was from Openreach, part of BT,” says Sheila.
“And that reassured me as it seemed part of the same company I was already with, so I was safe. I would never have considered switching on the basis of a call had I realised it was a totally different business.
But after I joined, almost from the outset more and more was taken from my account. Yet I was not making any more calls or adding an extra service
“I told them that I did not use the internet so didn’t need broadband or a mobile service. They asked for the cost of my current bill and quoted me less, about £29.99 a month.
“But after I joined, almost from the outset more and more was taken from my account. Yet I was not making any more calls or adding an extra service.”
Sheila says she called many times without success but “In February I finally managed to get through and was told I wouldn’t face any penalty now and could claim a refund.
“I didn’t want to leave until I had got my money back but nothing arrived. Now I’m regretting how I was persuaded.”
Sheila cancelled her direct debit and returned to BT
Fed up with waiting, Sheila cancelled her direct debit and returned to BT where her bills are a manageable £30 a month.
But unwilling to give up on what she had been told she would get, she asked Crusader to weigh in.
Sheila had no record of her conversation when the contract was “agreed”…