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The challenge for the hard-pressed trader is that some customers take them literally. When that happens, it pays to rip up the contractual small print and compose a fiction. The banks that allowed suspicious transactions will have to collect the award on behalf of the scammers. They fought a doughty battle to avoid reimbursement, despite a voluntary pledge to protect victims. The Ukrainian and the investor were repaid when the media spotlight swung their way, and the Financial Ombudsman Service eventually ruled in favour of the bride. It was understandably upset when SR’s father died and no longer needed his phone plan.
Both dealers, and Skoda UK, insisted he would therefore have to pay for the repair and cited company policy, despite the fact that such a policy would be illegal, and was nowhere mentioned in the terms and conditions. The winners of this award are too shy to come forward. They harvest the details of unsuspecting customers by sending fake texts about missed deliveries, or by cloning the websites of well-known investment companies. After RD informed it his wife had died suddenly of a heart attack, it sent her a letter advising her credit card account was in arrears, and that interest and a default charge had been applied.
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The trouble with that business model is it only works if you haven’t bought a ticket. Flowbird, which manages car parks on behalf of Worcester city council, hit upon a more reliable income stream. Motorists who paid by card had their accounts repeatedly debited. One man was billed for £610 after his card was charged 122 times. The family asked for the £93 credit to be paid to the hospice that had looked after her, but was told the money was forfeit. Three eventually stumped up in the glare of the media spotlight, and pledged to reconsider its credit policy.
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Readers were losing holidays because of delayed fit-to-fly Covid tests and out-of-date vaccine passes. Customer service departments blamed the virus for their inability to serve customers. As the mist of Covid lifted, life returned to normal. Holidays were lost for reassuringly familiar reasons, such as hotels that didn’t exist and flights that never flew, and customer service departments blamed customer demand for their inability to serve customers. But the award goes to National Express’s lucrative lexicography. It persuaded customers to pay extra for “fully flexible” tickets which promised a full refund if they cancelled.
Get amazing deals, special offers and seasonal discounts on car bookings. Not that that stopped it refusing to refund luggage fees to another flexible ticket holder KF the following month. Harriet O’Brien had to seek peace on a stranger’s sofabed after the RAC left her stranded in a country lane far from home for 20 hours.
So it charged him £763 for terminating his contract early and, when he didn’t pay up, threatened to unleash debt collectors. In vain, over five months, did SR point out his father was dead. Only when I stepped in did it decide that someone had pressed the wrong button. In the midst of a cost of living crisis, a firm can’t let inconveniences stand in their way. There’s still money to be made from a customer after they’ve passed over.
Our various King Koil brands and models are guaranteed against manufacturing defects in workmanship and/or materials – check warranty details specific to each sleep system you purchase. We recommend registering your product online to make processing a warranty claim you may have in the future easier.
The terms and conditions omitted to mention that the full refund excluded seat reservations and luggage fees which, in ATD’s case, amounted to £144. In the face of local opposition, these doughty warriors stood firm and raked it in until an Observer headline disrupted their cashflow. Thank you for purchasing your new King Koil mattress. Registering your bed is simple and the steps are fully explained on the product registration page. We value every customer and would appreciate you talking a few minutes to give us the information needed to register your product with us. FK took his faulty Skoda to two dealers, neither of whom could book it in, or log the issue, until after his warranty had expired.
Telecoms firm Three was quids in when JC’s mother died of cancer. Covid restrictions limited ward visits, so friends and family loaded money on to a pay-as-you-go phone in order to keep in touch. If it’s sheer numbers we’re rewarding, the prize must go to energy supplier Ovo, which has been billing customers for almost £50,000 a quarter. This category is filled with contenders who have surpassed themselves with money-making wheezes. Plaudits must go to parking management firms whose nose for a quick buck could recalibrate a national economy. The most obvious way to win custom is with alluring promises.
BT threatened debt collectors on a customer who had died; the RAC left a female driver stranded; National Express tickets came with hidden drawbacks, and Ovo charged customers almost £50,000 a quarter. It also used a clause absent from the customer’s Ts&Cs to avoid paying GV’s repair bill under warranty. It would have got away with it if both had not complained to the Observer.
As night wore on she thought of getting a taxi, but was told she would be charged if the patrol arrived in her absence. It was 1am when the company finally decided it wasn’t coming and she was forced to spend the rest of the night in a nearby cottage. Companies eviscerated by lockdowns have had to adapt to survive in a leaner, meaner climate, and the inventiveness with which some have bolstered their finances is what keeps me in a job.
We stand behind every product we build and find it important that you receive service when needed. We offer Express Warranty Service for customers who are unable to gain assistance with their warranty when communicating with their local retailer. Its Change & Go ticket allows passengers to rebook for free if they miss their departure. When MR tried to do this, he was told he should have provided 24 hours’ notice that he would arrive too late, and was charged the full fare for the next service. Both customers were refunded when I took up the battle and National Express promised to change its unwritten policy.
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