Uk Wholesale Direct www.uk-wholesale.co.uk

If you look at my accounts, I've already paid Novembers account period in advance on the 25 October, of £127.40. until 30/11/2019.

Again, I didn't realise that when I called your accounts department this morning, 16 December

I was relying on the honesty of your accounts department, she was just complaining that it was overdue, that's why I paid it again today, 16th Dec, but looking at my accounts, after the fact, it's already been paid. And then you've got the cheek to charge interest on what has already been paid,

Someone called me yesterday, who was very nice I must say, and said that all payments must be paid in advance, I said I paid the £25 again for November, which was already paid, in October to the accounts department , and another £25 again yesterday, to this lady, by my calculations, I'm actually paid up until the end of January,

As for your comment that I didn't give you my card details, did you ask?, I would like to hear the tape recording ,, you've been taking a direct debit from my account over the last 12 months. So obviously that was all set up.

By your response, to my review., I can see you're just trying to promote your business instead of actually defining the issue , unfortunately I don't agree with your comments, because my November account was paid in October.

I am really sorry to see that you are not happy, in general we are proud of our customer service so it is especially disappoint to see that we have let you down in this area.

We have responded to you by email yesterday to go through your monthly charges so that these are clear and to try and make you a happy customer.

The price you agreed was £19.99 however you opted to save an extra 20% on this price by paying 12 months line rental at once.

Between June 2018 and June 2019 (1 year)

You paid a total of £25.60 which on average was £1.93 per month.

This were for other monthly charges that were taken by direct debit e.g call charges and not your line rental.

Why was it so low? because the annual line rental was separate as you agreed for the extra discount.

You had an invoice for £230.11 for the 12 months line rental, you had not paid this which is why we asked you to pay this along with the monthly invoice in June this year.

This annual invoice is not collected by direct debit, it requires you to make a Card, Bacs, or Cheque payment. This was advised in June 2018 on the original phone call and also in a large box in the middle of the invoice itself.

On the call recording you did not provide your card details to make this payment when you originally ordered and although we could have been more persistent with our credit control to obtain payment it was owed and was paid in October 2019 when you made a card payment. If you would like to listen to the original call recording to verify that you did not provide the card details then please give us a call and we can arrange this for you. Like anyone we are not immune from making mistakes but on listening to the recording you did not provide us with the card details so we relied on you making a payment on the invoice.

Moving on to your next point after the 12 month extra discount your line rental has returned to £19.98 which includes both lines.

In addition you have other services and VAT, this brings the total to £25 as you say. This was based on Direct Debit and in October 2019 you cancelled your Direct Debit.

The prices did not change, you was still charged £25.91 up until December 2019.

On this invoice as you had cancelled your Direct Debit on October and still not setup a new one and had also not paid your November invoice despite our reminders. A late payment charge of £5 was therefore added to the December invoice.

Late charge for unpaid invoice

Therefore the bill is correct we have not changed the prices but as set out in our terms and conditions where a direct debit is cancelled and no payment is made on an overdue invoice a charge is added which we do feel is fair an reasonable. As we have highlighted on the email we sent you the same late charge with BT Business is £40 where we only charge our customers £5.

I am really sorry that you are not happy I know that the person you spoke to has been working with you both yesterday and today and hopefully some of your faith has been restored as we do work hard to ensure that our customer service is as helpful and friendly as possible, you always speak to a small team of specialists in the UK to help you the best the can, I can't apologies enough that you have felt that the lady that you spoke to was aggressive, It saddens the whole team that we have let you down and do hope that this was a one off instance and not your general experience.

We are still working with you and hopefully we will have the opportunity to prove that we not only provide the best prices but also that our customer service is friendly, supports you and is always on hand whenever you need us.