Despite the telecom regulator CISAS awarding me £600 which it called 'substantial compensation' for the terrible service I've received I have yet to see a penny of it and I am now going to find out whether I should sue CISAS or Bulldog.
Bulldog has lied to me and to the regulator by telling them that my accounts have been closed. They haven't. I've been onto their website today and they are still intending to bill me. I don't know how many times they have assured CISAS they have closed the accounts but in the last couple of weeks I have had two emails telling me they were taking more money from my accounts which were closed last March. they've been doing this EVERY MONTH and there is NOTHING I or the regulator CISAS can do to stop them.
The laughable part about all this is that the allegedly senior executive at Bulldog who is supposed to be sorting all this out is none other than the man who offered me a derisory £20 earlier in the year.
The regulator has told me Bulldog has been threatened with being struck off the CISAS scheme and reported to Ofcom.
I've asked when CISAS intends to carry out this apparently empty threat because Bulldog is running rings around the regulator.
I've told CISAS I would never have accepted £600 compensation if I had realised that firstly it wouldn't be paid and secondly that I am continuing to have exactly the same problems for months on end.
CISAS is useless in my opinion. I'm going to find out who runs it and tell them so.
In the meantime, if anyone knows the name of the CEO of Pipex, Bulldog's parent firm, and his contact address and fax number please let me have it as I've asked Pipex for it repeatedly and they have failed to respond.
Bulldog for me, has become one of the worst companies that I have ever had the displeasure to deal with and I am now on the verge of taking this company to court.
Earlier in 2007 I started the transfer process to move from Bulldog Broadband to another provider. I contacted the new supplier and placed my order - on the same day I phoned Bulldog Broadband using the telephone number provided on their website and spoke to a guy that loosely grasped English. The line sounded as if I was calling one of the Apollo spacecraft from the 1960's, it was so quiet and it wasn't helped by the constant crackling and the fact that their customer service agent chose to whisper. Morse code would have been easier.
I managed to communicate to their adviser that I was switching supplier and that I needed my MAC code and to confirm my intention to cancel - to which the adviser whispered something along the lines of having to wait 5 working days and then phone back. Thinking the 5 working days was just another Bulldog gimmick - I chose to ignore it and I emailed their customer services to get the code directly and it was delivered the next day - a part of the service that I was impressed with.
I have to admit that the quality of the Broadband Service provided was infinitely better than the problematic Tiscali service that I had previously been using - however the Bulldog Customer service had previously let me down (and I had chosen to let this go ... until now) by failing to action my Direct Debit instruction - so that payments would come from my bank and not from my credit card - a failing which will come back to haunt them.
So, the transfer onto the new supplier happened on the day my new provider said it would - my Bulldog Broadband service ceased and within only five minutes I was able to input the new settings onto the router and I was up and running with the new supplier. 5 mins without internet...no problems I thought to myself.
Days went by and the new service was faultless. Then during mid-March a bill dropped into my mailbox indicating that Bulldog Broadband wanted me to pay for an entire months broadband service after the service had been terminated. This was stupid and I emailed them to tell them so.
About a week later a response to my email came back which apologized for the inconvenience and that if I got my new supplier to tell Bulldog when they switched the service with the MAC, they would backdate the charges to a point that represented my usage with Bulldog. It was also pointed out that unless I did this - they would need 30 days notice.
Any right minded individual would think it not impossible for a company dealing in telecommunications to be able to see from their systems when a line became inactive or transferred out - and also for that matter be able to see which lines were about to transfer onto their service - I told them that I had told them over the telephone that I was wanting to cancel and get my MAC code and it really wasn't my problem if their agent had not recorded this.
Several emails later, they are still telling me that I need to give 30 days notice - although the service has now been transferred for more than a month - as has this complaint gone on for more than a month.
I've now told Bulldog that they are to only bill me for service that I have had with them and if they don't take this into consideration - they can expect a chargeback from my Credit Card company - if further charges appear, the matter will be going to the magistrates court.
If you are having problems transferring to Bulldog - use your cooling off period to get out of it while you can.
I had very bad experiences with Bulldog that I though I should share with people or if possible executives of the Bulldog organization. Here is a brief detail of the complaint that I wrote to Bulldog:
It seems as if every time I had used the customer service for bulldog I had to resort to your complaint system. I understand that existing residential customers is least of your priorities, but getting a customer to speak with a supervisor to help escalate a few issues would not hurt your organization. I have been trying to get my connection moved to a new address and put a request for the same on the September 20th. The customer service representative told me that it would take up to two weeks to get an installation date. Then after two weeks I spoke with another customer service representative and I was told that it would take 2-4 weeks to get the date. Today, I spoke with another customer service person, and I was told it could take up to six weeks. Is there anything that can be done inside of your organization to satisfy your customer?
I am in urgent need for my new connection and I am not able to get anybody to escalate this. This is my final resort to see if your complaint system is effective enough to resolve my issues.
The following are my details:
Reference Number: bdol6947543
Order placed on September 20th 2006
I hope to get some sort of reply or resolution on this.
The customer service is so poor that they would not let you talk to a supervisor regardless of the urgency of the situation. Every time you talk to their customer service representative you would hear a different rule or difference excuse. This is not my first time that I had to resort to their complaint system. When I initially got their broadband six months back, their connection was faulty and it took my several days to get through to anybody. Their technical team could not figure out anything and every time you called, they told you to wait two days. I think there is something very seriously wrong with the customer service of this company that needs to addressed and publicized. I would not have resorted to any of this, if they had some escalation process for their customers. I think they do not care about their existing customers, only when you are a new customer that they listen to you. They have outsourced their customer service to locations where people have no clue what they are talking about. They do not know the company policies and make up facts just get you out of the line. In some cases, they even hang up on you. This is a disaster of a company to deal with (at least the customer service part of it) so please be careful before you enter into any contract with them. There are several other alternatives available that you can try where the situation is not that bad.
Location: London, UK
Company: Bulldog Broadband
Hope this helps someone!