Hi Guys......so sorry to bore you all stiff with the following letter penned two weeks ago....however through my own stupidity this is the predicamant I now find myself in....Can anyone please help me.....As of today still no reply or contact even after a copy of this letter was sent to the CEO of UW and a promise of a call before the end of the week....Still waiting...... Dear Angela, (customer services manager) Following a conversation with ………, I have been asked to send the following information and hopefully all the issues I have will be finally resolved. Prior to Christmas I signed to accept many of Utility Warehouse’s services, including, Gas, Electricity, Phone, Broadband, and the debit card. All of the services were discussed at length, individually and agreed, however as I was cancelling many other suppliers with whom I had been with for a very long time I was concerned that there may be a contract. On asking this question I was reassured that there was no contract whatsoever and I could change to another supplier at any given time. When discussing the debit card options I was told that the main plus point of the card was that I could use this card at any of Sainsbury’s fuel outlets and receive 5% discount towards my monthly bill. I have since however found that this is not the case, in actual fact I have to spend a minimum of £50 in the store within 14 days of purchasing fuel for this offer to be valid. I have contacted the customer service desk about this matter at least 4 times and have been told on every occasion a different version, from there being 2 separate offers to the actual truth of the matter. After discussing this with my representative I was informed that she had spoken to a line manager, who had the following advice; tell her to get her family and friends to use Sainsbury’s (the nearest store being 12 miles away) and tell her to go with them, she can pay for the food and petrol on her card and they can give her the money!!! At this point I had heard enough of this ‘advice’, which was at best, impractical and at worst, an insult to my intelligence. As at no point would I change my supermarket or ask any of my family members and friends to do the same, as I am sure they would not appreciate me following them to the tills to pay for their shopping on a weekly basis. Upon receipt of my debit card I transferred £250 on the 21st of December to enable me to buy Christmas presents in one store and make use of the 5% discount from my monthly bill. Having driven 1 hour to Debenhams, shopped in the store for over 2 hours and then queued for 30 minutes I was told by the cashier I did not have enough money to cover my £220 bill. I then had to not only be embarrassed but I had to use my credit card, something that I do not normally do as it costs me in interest payments. I spoke to customer services on leaving the store and was told that I had £50 on the card, to which I replied could not be correct as there should be either no money or £250. As it was 3 days before Christmas and I was not in the best of moods after having gone out of my way for the first time to use the card I decided not to trust the card until after Christmas. Once I checked in the New Year I was surprised to find that £250 had been transferred onto my card, but a week too late and of no use to me whatsoever. As of yet I have not used the card as I do not wish to be embarrassed again. I received my Netgear and lap top on the 5th January. After spending 2 hours getting the broadband to work and not being able to connect to the lap top wirelessly, I called the Utility Warehouse IT team and described my problem. I was told that there was a problem with the laptop and that I needed to call Fujitsu and speak to them. This call was at a premium rate and I spent approximately 1 hour on the phone to them for them to tell me that the lap top was ‘dead on arrival’. Fujitsu informed that I had to speak to utility Warehouse and get them to fax over a poof of purchase to their office before they could send me a diagnostic disc. Once again I phoned utility Warehouse and was told that this would take a few days as the manager was not available and only he had the authorisation to do this. I was also told that Utility Warehouse had two weeks from distributing the lap top, in which if any problems occurred they would replace the laptop, however I did not meet this criteria. A few days later I called Fujitsu (still on a premium rate) and was told that they had received the proof of purchase. I was then sent the diagnostic disc. A few more days later the disc arrived, I called Fujitsu, and they told me to run the disc for 3 hours. This was done and no errors were found. The next day I once again called Fujitsu and they told me I needed to go to a shop and purchase a Windows disc, as this may be the problem but they were not sure, to which I replied that I would not as this was not my laptop or my problem and that I had wasted far too much time on this already. I then called Utility Warehouse again and was told to borrow one from a friend! Once again I refused. I was then told that they would send me one in the post. A few days later the Windows disc arrived and the lap top will not accept it. I then contacted Utility Warehouse, and told them I wished to return the laptop, cancel the payment of £29 per month along with the phone and the broadband, that I wished to receive expenses for the cost of posting the laptop and not to have been charged for the first 3 weeks as I have never been connected. I did not ask for the cost of the telephone calls to premium rate numbers for a total of over 4 hours, but may still do so at a later date if these problems are not dealt with efficiently. I was then told that I could cancel the ‘contract’ and that it would cost me £450. As I was initially informed that that there was no contract involved whatsoever I am disputing this and would appreciate my wishes as stated above to be put in place as soon as possible. I am at present willing to keep the Gas and Electricity supply; however I am cancelling the other services from today; however I do wish to remove the £250 on the debit card over the next few days. It has now been three days since I spoke to ………. During the course of the conversation I requested that he contact you, and to call me the next day with an update, Ben said he would speak to you however he did not have time to call me, but would text me with an update. I am however, still waiting. I would appreciate if you would contact me at your earliest convenience to discuss this matter. I have enclosed a receipt for the cost of postage for the laptop and netgear to be returned to you. Kind regards …………. Above is a copy of the letter I sent to Angela O’Donnell, 24th January 09, as of yet I have had no response, however I will endeavour to explain what has happened since this letter and the lap top were returned. I called Utility Warehouse on the 27th January and asked to speak to Angela O’Donnell, to which I was told she was head of customer services and this was not possible, a rather unfitting job title I therefore thought! After accepting this, I explained my situation and asked if it was possible to find out if my letter had been received, the gentleman said he would check and put me on hold. Ten minutes or so later he returned explaining that he had walked to where they were opening the mail and was told to tell me that as they were only opening mail that had been received on the 15th January there was no way my letter would be opened yet. I actually could not believe what I was hearing, and once again I felt so frustrated, at the fact that not even my carefully penned letter could be opened as that department was running 2 weeks behind. At this point I asked to speak to anyone that could explain what was happening and I was passed to another customer service operator. This gentleman told me that the lap top I had returned and that had arrived with Utility Warehouse the day before had been sent back to me after being ‘fixed’. I had had no contact with the office, obviously the letter had not been opened and my clear instructions ignored. I contacted …………, who had originally signed me up for this apparent contract and asked for some assistance........ spoke to her line manager who said he would try and help in this matter. As for the debit card, before I cancel this I have tried repeatedly to withdraw the £213 available, unfortunately the pin number I have been given on numerous times of checking does not seem to work, and when I have managed to speak to customer services I have found that they cannot help me in this matter. I honestly do not know what to do now, I am completely deflated and I am losing faith rapidly that anything will be resolved. As of today, 3rd February, I have a lap top still in the box in the kitchen, with a box full of netgear, that I do not know if I have paid for this month and if so why have I paid as I have not been able to receive any connection. Also a debit card that cannot be used, even to withdraw the balance, to enable me to cancel it, plus a phone bill on its way to me for calls to premium rate numbers. Seriously is there anyone out there who can possibly help......