Cellnet
Millshaw Park Lane
LEEDS
LS11 0NE

Dear Sir,

I subscribed to Cellnet in November of 1998. I bought the telephones through Cellnet First and, at that time, gave credit card details to pay for the units and bank details for a direct debit to be set up.

Some time later (I think it was January), when I had yet not received any sort of bill (beyond the invoice for the units which came in the package), I chased up your billing department to find out when I would be charged. It took a lot of time and effort to track down the correct person to speak to and I eventually had to give credit card and bank details again, in order that I could be charged - my original details had clearly not made it through your systems.

I was, understandably, concerned that I might face a substantial first bill (since it would cover a longer period than normal) and so asked your representative for a copy of the statement and a date when the direct debit would occur.

The first bill was approximately £130 and I was told, over the phone, that it would be debited on or after the 31st January. I subsequently received a letter from you on the 21st January explaining that the direct debit had been set up and that I should expect 10 days notice before any debits occurred. This reinforced my belief, that the 31st should have been the earliest date for the direct debit.

However, you had debited my bank account on 15th January. Since I was not expecting this debit - because I had been told it would not occur until 16 days later - my bank account went overdrawn and my bank eventually wrote to me on the 18th January having refused a direct debit for something else and having charged me £27.50 for the privilege.

I have complained to my bank that, in this instance, my account going overdrawn is not through my misusing their services, but they have pointed out that they cannot waive the bank charges, since they themselves have made no error.

Since I have acted in good faith and TSB have done nothing wrong, I can only point the finger of blame at Cellnet. Therefore, I would ask that you consider paying the £27.50 bank charges for me, since they were caused by your debit occurring at a time that I was informed it would not. In addition, I would ask you to consider the time and inconvenience I incurred in chasing your billing department. Indeed, I had even more difficulty trying to find the department responsible for the Cellnet First £50 cashback offer, which I had also not received the forms for - I ended up with two departments each telling me to the ring the other!

As a new customer, I am worried already that the level of service that I am receiving from Cellnet is below that which I received from my previous mobile phone provider. It would be an act of good will on your part to address the problem of my bank charges and restore my faith in you.

Yours faithfully,

Ashley Frieze.