Take it further. If they have done this to you who knows who else they have done it to. They are not able to do this to anyone.
The money should have been refunded straight to your bank account the next day and not put onto your account.
As they have not fullfilled their contract to you you can cancel your contract with them.
After you have rung the ombudsman let them know how disappointed you are with the company and their service. As others have said don't let them off the hook.
Let them know that if you don't get it resolved in XXX days and that includes the money back into your account you will take it further.
Hope this is sorted out today
They don't like a second complaint as it really gets them in trouble
When I had a similiar problem with an electricity I was told they had to contact me within I think it was 48 hours or I them had to ring the ombudsman back. You should have been given a time frame for the phone company to ring you. If they didn't give them another call and ask how long do you need to wait for them to ring them.
The ombudsman told me not to contact the electricity company as it would mean you were still chasing them up and they needed to get their act into gear.
He said they should receive an email today & that they have 14 days to contact me. If I haven't heard anything by the 27th to call back...
He did say it was up to me if I wanted to contact them. Given its 10 days I thought about it, coz I don't want to wait that long. But maybe they'll just fix it, even without contact I'll be happy. I just don't want to wait another 2 weeks...
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will do. Thanks.
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