The complaint has been investigated and
resolved to the customer's satisfactionResolved Chess Telecom — breach of contract
resolved to the customer's satisfaction
We chose Chess Telecom as our reseller provider.
We are a small Telecom company, we set this business up to provide low cost calls for Schools & Charities (at very low profit to us) to help us provide them an all-round IT Solution that we also provide. We also provide telecom solutions to local Businesses (not at the same low profit) but still very competitive.
We had a dispute on a charge that BT made on our account. Our supplier (Chess Telecom), provide a reseller service to us on behalf of BT. BT made the disputed charge to Chess, Chess made the charge to us.
The problem is, the charge was not authorised by us and we fairly disputed it. Under our contract with Chess Telecom, if the disputed amount is more that 10% of the bill, they do not take it from us while they investigate it.
The charge WAS more than 10% and Chess Telecom took the money anyway by Direct Debit. We disputed it with them and asked for a refund, they refused so we contacted the Bank under the Direct Debit Guarantee who agreed with us and immediately refunded the payment.
Today, we received a threatening letter from Chess Telecom, basically giving us NO notice, saying we had breached our contract. (which we haven’t).
They have also staked a claim to our entire customer base and if we do not effectively sign all of our customers over to them by 4pm the following day, they implied they will cut them all off…!
This will cut off a number of Primary Schools and Charities that we support as well as a number of local small business will also lose their lines and calls.
They have made a number of similar mistakes in the past, this is the first time we really fought back.
Re-sellers, be warned...!
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