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Anyone complained to the Carphone Warehouse? [slight rant]

Ruby 2, 4 September, 2008 at 17:18 Posted on Off Topic Posts 0 5
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I've got an ongoing complaint with the CW as they basically enrolled me in their insurance system essentially without my knowledge and i've paid well over £100 that i didn't want to pay. They claim to have sent me a letter telling me all this...what they do is opt you into insurance with a free month, and then it's up to you to opt out. As i never got the letter, i never knew to do this, and the direct debit every month is pretty small so i didn't notice it.

I'm pretty angry about this and would like the money to be refunded. However, from what i gather, you explain your grievance to a call centre type person, and they send it on to the complaints department. They then decide what they're going to do, and inform you of it in a letter. If you don't like it, the only option they give you is to take it up with the ombudsman...they have no further interest, it seems.

It makes me really annoyed that you can't speak directly with the complaints team. As i see it, they've taken my money without telling me and refuse to speak directly with me to resolve the issue. God knows what level of complaints they are getting that they've had to shut the complaints team away and make them 'non customer facing' ? but ?

Shall i give this up as a bad job that's going to make me really angry and probably won't gain me anything?

Anyone had any success going up against Carphone Warehouse and 'winning'?

thanks all ?

5 replies

Latest activity by Ruby 2, 4 September, 2008 at 17:54
  • NickJ
    Beginner
    NickJ ·
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    One way to bring it to their attention is simply to stop the direct debit. they ll no doubt write to you, you write back etc.

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  • R
    Ruby 2 ·
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    You mean the insurance direct debit? Oh yes, that has now been stopped - i only realised i had the insurance when i switched from an 18 month contract with CW to another CW contract. So i'm not paying any more, but the issue is with the backlog of insurance that i was unwittingly paying for 18 months.....grrrr...

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  • feathers
    Beginner January 2007
    feathers ·
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    With all phones they tend to give you the x amount of free months for the insurance and say at the time about cancelling if you don't want it. Did you get the phone in one of their shops or through their phone sales? Do you still have your contract paperwork? If so, that should show whether the insurance was selected before you signed. (This perhaps assumes you bought from a shop)

    Hope you get it sorted though, dealing with CPW is not fun (IMO), I was really glad when I managed to leave them.

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  • R
    Ruby 2 ·
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    Hmmm, got it on the website, so strictly speaking, there's no record of the order. Will have to trawl through my paperwork later, how dull.

    I guess my point is, buying insurance should be something you're aware of, not something you get duped into and have to be really, really alert to notice you've accidentally signed up to ☹️

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  • firsttimemum
    firsttimemum ·
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    I used to work for them and am surprised they have done this without your knowledge, I know we had to explain very carefully what people are signing up for, but i guess it is a little different when it is web based and maybe things have changed a lot since they are now reporting to shareholders.....

    Can you try writing to the MD - if it is Charles Dunstone you are sure to get a reply

    Good luck

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  • R
    Ruby 2 ·
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    Thanks firsttimemum. They do claim to have sent me this letter saying i had one month of free insurance and did i want to opt out...however, i never received it. The post is apalling in my area and stuff goes missing all the time.

    Will definitely try writing to the MD, that's a good idea. Go straight to the top! ?

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