Intrum Justitia from Pure Telecom

DingDong

My mother is having a problem with Pure Telecom\Newtel. In February she stopped using their service, cancelled in writing and inform them over the phone. So every month since they have been sending a new bill which has been getting bigger and bigger(even though each month she informed them that she cancelled the service and port her number over to UPC no longer using a standard phone line). Finally this month she got a letter from Intrum Justitia informing her she owes X amount and better pay up or else kinda way. Any idea were she should go from here?
Thanks

Doctor DooM

DingDong wrote: »

My mother is having a problem with Pure Telecom\Newtel. In February she stopped using their service, cancelled in writing and inform them over the phone. So every month since they have been sending a new bill which has been getting bigger and bigger(even though each month she informed them that she cancelled the service and port her number over to UPC no longer using a standard phone line). Finally this month she got a letter from Intrum Justitia informing her she owes X amount and better pay up or else kinda way. Any idea were she should go from here?
Thanks

After the first call, did you call back and check if there was a mistake in the system somewhere?

kmick

DingDong wrote: »

My mother is having a problem with Pure Telecom\Newtel. In February she stopped using their service, cancelled in writing and inform them over the phone. So every month since they have been sending a new bill which has been getting bigger and bigger(even though each month she informed them that she cancelled the service and port her number over to UPC no longer using a standard phone line). Finally this month she got a letter from Intrum Justitia informing her she owes X amount and better pay up or else kinda way. Any idea were she should go from here?
Thanks

Did she keep a copy of the letter and note the dates she made the calls and who she was talking to?

DingDong

Unfortunately she didnt keep record's of anything.Although the phone calls dates and time should be able to be got from UPC. They did confirm receipt of the letter at one point but now are claiming they never received it( I know she should of sent it by registered post).

mcaul

Comreg would probably be best.

Doctor DooM

DingDong wrote: »

Unfortunately she didnt keep record's of anything.Although the phone calls dates and time should be able to be got from UPC. They did confirm receipt of the letter at one point but now are claiming they never received it( I know she should of sent it by registered post).

Only thing I can think of is comreg. I know you dont think of these things when you dont work in a related business but your mother needed to keep records and keep hassling the company after the first month.

Just to clarify- did your mother contact them again after the first erronious bill came in?

jor el

If UPC are now using the number, then Pure Telecom can hardly be still billing her on it. This alone should be enough to prove she doesn't owe them anything. Ignore IJ, don't deal with them at all. Consult the Pure Telecom T&Cs for information about using debt collectors. No company can pass on personal and private details to a third party without informing you, or having it their terms and conditions. If there's no mention of it, report Pure Telecom to the Data Protection Commissioner. If they didn't inform your mother of the debt collectors up front, then they are in breech of the data protection laws, which is a serious offense.

Data Protection Act is a sure fire way of getting a useless TeleCo off your case. Worked for me.

DingDong

She rang them when the bill came first and they said it would be fixed up. A month later another bill arrived ever increasing, they then again said it would be looked after. A load more calls to them still no sign of the bills stopping.
Finally a debt collectors notice today. I'll have to get all the details of exactly when the number was port as far as I remember is was February.
Data Protection Act route sounds good cheers everyone.
I was going to send Pure Telecom an email and CC comreg,ombudsman,cai@consumerassociation.ie outlining everything that has happened.
Here's their T&C
http://www.newtel.ie/PDF/Privacy%20Policy.pdf
http://www.newtel.ie/PDF/TermsandConditions_20070608.pdf

Data Protection
We will only use the personal information provided by Newtel customers for the purpose for which they
provide it. Our primary goal in collecting personal information from customers is to provide them with an
efficient, and customised experience to enable customers to use our telecommunications products and
services.
We may require personal information for:
Purchase, set up and administration of our products and services,
Identification and protection from unauthorised access to customers personal information, accounts or
services
Credit checks,
Credit management,
Advising customers of ways we can improve our products and services, and
Informing customers of new products and services.
Disclosure
We will not use customers personal information for any other purpose without the customers consent.
However, for the purposes of providing our products and services to customers we may need to disclose
customers personal information to:
Our out-sourced mailing provider,
Information technology consultants,
Debt collection services,
Marketing services,
Credit agencies,
Credit providers,
Our professional advisers including accountants, auditors, and lawyers,
Our telecommunication suppliers,
Our related company entities,
Where specifically required by law.
We do not reveal, disclose, sell, distribute, rent, licence, share or pass on to any third parties customers
personal information (save for those listed above) without the customers consent.

jor el

t&cs wrote:

12. Data Protection and Credit Checking
12.1 In accordance with the provisions of the Data Protection Acts 1988 and 2003 (the “Acts”), any information (such as contact and direct debit details) obtained by
NewTel or through the use of the Service the Single Bill Service or the Equipment and (subject to the right of the Customer to request otherwise), may be used by
NewTel to identify other products and services, which may be offered to the Customer by NewTel or selected third parties.
12.2 In accordance with the Acts and the Carrier Pre-Selection Code of Practice, any information obtained by NewTel through an application for or the use of the
Service may be accessed and used by NewTel and its Affiliates for the purposes of accurate billing, efficient operation and the provision and administration of the
Services. By signing the [customer application form]1 the Customer shall be deemed to hav e given consent for the use of his/her information for such purposes. The
use of such information for purposes other than administration and operation shall be subject to the Customer’s consent
12.3 Any information so obtained from the Customer may be transferred and disclosed by NewTel to parties (including internationally) for the provision and
administration of the Service, the Single Bill Service, the Equipment or to any third party who assumes the rights of NewTel under this Agreement. The Customer’s
information may also be disclosed to credit reference or, credit collection agencies in connection with Service.
12.4 You may request a copy of the information NewTel holds about you. NewTel may charge a fee for this which will not exceed €6.35. Customer may also access
his/her data, have changed any inaccuracies, object to the use of data and block any specific uses, by means of a request in writing to NewTel.

Looks like the include this in the T&Cs, but since the debt doesn't exist, and the contract had been ended, then they really shouldn't be forwarding anything on. It should still be worth doing that email alright. Collect all the information you can, and put it all in.