Television - Direct debit problem

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Based on resolver’s experience to date, you should check your direct debit payments against previous payments. You should see if the increase in direct debits corresponds to new packages you have agreed to pay for. Based on this evidence, you can contact the company to discuss the disagreement. Should you still not be satisfied with the outcome, write a formal letter of complaint to the company, including your details, account number, reasons why the direct debit payments are too high and copies of the bills you are questioning. Send the letter to customer services. If you wish to track the letter, send by recorded delivery. Be sure to keep a copy of your letter.

If you are unhappy with your provider’s customer service response, you can ask the Ombudsman or Ofcom to look into it on your behalf. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

resolver can help you resolve this issue for free quickly and without hassle. As a first step we can assist you in writing your complaint. You can click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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