The paper trail that shows Yourtel’s preferred method of doing business
ONE Yourtel ‘client’ has supplied documentation to show how the company interacts with the public. Despite being official correspondence from the company, it is all unsigned. Below is a timeline of contacts between the source and Yourtel
SEPTEMBER 10, 2014
Comreg announces an investigation of customer complaints againstnst Yourtel.
DECEMBER 23, 2014
Yourtel contact a 78-year old man in Munster. He tells Yourtel he is not interested in changing his Eircom account. No documentation is sent from Yourtel.
JANUARY 30, 2015
Comreg accepts an undertaking from Yourtel to write by February 6 at the latest to any customers signed up since June 2014 telling them they have a right to cancel, and to provide full refunds to those customers.
FEBRUARY 20, 2015
A bill dated February 17 for €13.95 arrives at the pensioner’s house for calls since January 15. The bill lists both landline and mobile calls. No written contract or other proof is sent with this bill. The pensioner writes to the address provided saying he has never signed a contract and will not be paying any bills. He also contacts Yourtel by phone.
MARCH 9, 2015
A letter dated March 5 arrives stating that the contract is based on a ‘voice customer authorisation form’ from the cold call in December. The letter claims a confirmation was sent on December 29. A request for payment dated March 5 for €18.95 arrives. The letter advises paying by direct debit.
MARCH 12, 2015
Following a further complaint by phone to Yourtel’s hotline, a letter is sent confirming the man’s withdrawal from the tariff. However Yourtel says it cannot switch the telephone line to another provider (even though it appears it had been able to switch calls from Eircom originally). It says: ‘Until your switchover is done, your calls will remain with Yourtel and have to be paid to Yourtel, regardless of the contract termination.’
MARCH 19, 2015
A payment request for €28.95 is sent. The letter says non-payment means ‘Yourtel is obligated to forward your account to a debt collection agency and bill you with associated legal costs.’
APRIL 9, 2015 –
Yourtel contacts him again. The bill is now €51.56 including €25 in fees and interest. It demands payment by April 9 even though it is postmarked April 8.