I wonder, is listing a “CONTACT US” tab on a website to which
A. The company in question asks customers to email via the website but never replies;
B. The company in question never replies to emails sent directly from the customer (i.e. not via the website); and
C. The company in question 7 out of 8 times does not reply, when the customer calls
an example of false or misleading advertising?
I ask because I subscribe to a newspaper (poorly) managed by
and am debited directly monthly, which I agreed to. When I signed up I asked for regular tax invoices to be sent to me and was told to call back after the first direct debit goes through.
I did call back and at that time was told that for each tax invoice (issued monthly) I must contact the company every month and ask for an invoice. They will not send out an invoice automatically monthly if asked in advance.
So in January, April and July I emailed a few times. No response from the company until I called a few times. In January and April I finally received invoices for the months I requested. In July I sought by email invoices for June and July. Having got no reply, in August I chased it up by phone. I am still waiting for the invoices…
Today I called and left a message that I am terminating my subscription given the inconvenience of having to waste time to email and call to chase up invoices. Surprise, surprise, the word “termination” must have stirred staff from their slumbar as I was called back very soon thereafter.
They noted my request to cancel.
They did not appologise for the inconvenience I suffered.
They denied me any compensation for the inconvenience of having to chase up invoices many times.
When I asked if I can elevate my complaint to the “complaints dept” or “head of customer service” or similar, I was told “we don’t have such departments or roles in the company”.
Of course they don’t. If my experience is shared by many, such a job would drive anyone mad.