Feeds

Demon 'forgets' to bill customer for four years

Admits cock-up, then sends in debt collectors

Beginner's guide to SSL certificates

Demon Internet has launched an urgent investigation into how it failed to charge one of its customers a single penny for their broadband service for four years.

Even though Colin Walls from Cheshire gave all the necessary credit card details to Demon, the ISP failed to activate the billing for his account.

Four years on, the ISP, which is owned by Scottish telco Thus, finally twigged its mistake and sent Mr Walls a bill for £1,200. When he called customer service, he was told the debt would be cancelled. Then he began receiving letters from Demon's debt collectors demanding the cash.

Mr Walls told El Reg: "About four years ago I moved to broadband with Demon after being on dial-up with them almost since they started. I set up a direct debit mandate and thought no more about it.

"I then get a bill for £1,200 - seems Demon suddenly realised they never put the mandate in place. Rather than try and resolve the situation they put the debt collectors into play immediately."

Following the intervention of The Register, Demon has been in contact with Mr Walls to try and resolve the issue. Demon has agreed to cut the sum owed by half and Walls has agreed to repay £600 on "favourable terms".

A spokeswoman for Demon coughed to the billing cock-up telling us: "Unfortunately, due to human error, Mr Walls' credit card was not charged for the service he received and when this became apparent, we wrote to Mr Walls to notify him of the situation. We understand that Mr Walls then encountered a number of problems whilst trying to resolve this issue.

"We have now agreed compensation terms with Mr Walls and regret any inconvenience this has caused.

"This is not typical of our usual high level of customer service and, as a result, a full internal investigation is now underway to establish the root cause and ensure that this does not happen again."

Asked whether there were any other customers not paying for services they were receiving, the spokeswoman said it was "unlikely".

However, Mr Walls isn't convinced his is an isolated case, and reckons Demon's newsgroups have two dozen or so other punters in similar situations. ®

Security for virtualized datacentres

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Blockbuster book lays out the first 20 years of the Smartphone Wars
Symbian's David Wood bares all. Not for the faint hearted
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
This flashlight app requires: Your contacts list, identity, access to your camera...
Who us, dodgy? Vast majority of mobile apps fail privacy test
Apple Watch will CONQUER smartwatch world – analysts
After Applelocalypse, other wristputers will get stuck in
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Security and trust: The backbone of doing business over the internet
Explores the current state of website security and the contributions Symantec is making to help organizations protect critical data and build trust with customers.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.