Financial troubleshooter Jessica Gorstwilliams is here to help you with your money problems
Fake website cost me £350
I want to recover £350 that was taken from my Post Office credit card for services not required or provided.
The card was used to obtain a service for my daughter, who is in the Antipodes without finances.
I gave her my credit card details to pay the charge for a passport application.
She and a neighbour, who had the computer and printer my daughter needed, started to complete the application thinking it was an official government website, which is what she was after.
Realising it was the wrong website, which didn’t even offer what was wanted, they tried to come off the site. Somehow in the process it appears that the incomplete application was sent off.
Then a pop-up appeared saying someone would call the next working day but no one did.
What your daughter and her neighbour had understood to be a free service then charged £350 to your credit card, the details of which they do not even remember providing.
You called and emailed the site referring to the Consumer Rights Act and at that stage got nowhere.
The Post Office told you to write to its bank citing section 75 of the Consumer Credit Act. Nothing came of this either and you wrote to me.
When I contacted Post Office Money it said that, as the transaction had been entered into by someone other than the primary cardholder, it was not liable under Section 75.
Unknown to me you then managed to get £200 reimbursed from the website in question.
I did try to persuade the Post Office to contribute the rest but it refused. It said it struck it as odd that you had managed to get some, but not all, of the money back.
When trying to access government services always go via gov.uk. Using a search engine can lead to websites that look very convincing but are charging for services that are simple to access from the right source and free.
Sky took me offline for 10 days
Among the problems I had with Sky are that it took me offline entirely for nine to 10 days and a few other odd days.
It charged £10 to call it on the phone. Also friends tell me I had very slow download speeds.
I have moved my broadband elsewhere and the speeds are much better. I am keeping my Sky TV subscription. I understand that you had contacted Sky to upgrade your service from Sky Broadband to Sky Fibre.
However, during the upgrade, you changed your mind and requested to keep the standard broadband. A technical fault when stopping the upgrade caused a delay in getting your service up and running again.
As you only apparently complained about the broadband speed after you left, Sky hasn’t been able to test it.
A reader struggled to reclaim £350 on her Post Office credit card