On January 15 I attempted to book four return flights from Bristol to
Barcelona online with easyJet as a surprise for my girlfriend, along with
two friends. I started to book return flights online, for March 30 and 31.
After entering my payment details the website crashed and I assumed that the
booking had not been processed.
I received no message to confirm it, so I tried to book again the next day.
The same flights had increased in price, so instead I booked Bristol to
Venice. But my account has been debited twice - for four return flights to
Barcelona and to Venice. EasyJet confirmed that the first booking had not
registered on its system, but I was informed repeatedly that easyJet is a
non-refundable airline.
I was given an option of changing the flight, but the point is that the
booking was incomplete and should not have been processed and my account
debited. The service was appalling.
CHRISTOPHER GREEN, Bristol
After Troubleshooter contacted easyJet, it initially agreed to refund the £265
that you paid for the first set of flights. But upon closer inspection, it
noticed that the second set of flights was for July, not March. EasyJet says
that this raises suspicions about whether you “had not just changed your
mind”. It then backtracked, offering a credit facility worth £265, which can
be used by you, or anyone else, for the next six months, instead of a refund
for the monies debited from your account.
You told Troubleshooter that you had not simply changed your mind, as
suggested by easyJet, and had chosen July instead of March because you were
looking for another nice destination at a similar price. But you said that
you were happy to accept the credit facility in lieu.
Easyjet says that, until the end of last year, incidents such as yours were
common, but it recently introduced new systems that have made it almost
impossible for a payment to go through without a confirmation of the
booking.
Naturally, this makes Troubleshooter keen to know if anyone has the same
problem.
I have run a country pub and restaurant since 1998. In 2002 I switched to
E.ON for my power supply. In 2004 Powergen installed a new meter. In
November last year E.ON informed me that it had been charging me the wrong
tariff since 2004 and sent me a bill for £24,000. It said that it would
allow me to settle the bill over 12 months because the error was its fault.
When I pointed out that this would be impossible, it allowed 24 months
instead. My solicitor says that E.ON has the power to claim for up to six
years from a business, but not from a domestic user. Do I have no option but
to pay up? This sum of £24,000 is more than my small business makes in a
year.
BRUCE WASS, the Jolly Sportsman, East Sussex
Energywatch, the industry watchdog, says that your case exemplifies an
important problem for small businesses, particularly pubs. While domestic
customers are covered by legislation stating that they can only be
back-billed by one year, energy companies can backdate payments from
businesses indefinitely.
A spokeswoman for Energywatch says: “Small businesses often do not have the
expertise, staff or the budget to deal with these claims, yet they are
treated in exactly the same way as big businesses.”
Despite this, Energywatch says that being put on the wrong tariff is not
common. It says that E.ON should explain why the correct tariff was not
implemented and why it took so long to realise the mistake. It should, in
other words, take more responsibility.
E.ON did not account for the delay, but it has offered to extend the repayment
terms to four years. You were happy with this outcome, but Troubleshooter
suggests that you still log a complaint with Energywatch, on 08459 060708,
which could force a climbdown.
I took out a Marks & Spencer serious-illness protection plan in 1998
that was to last for five years. I renewed it for a further five years. I
have now received notification that it is no longer able to cover me because
I am now over 65. The thing is, I turned 65 in 2003, just after I renewed
the policy for five years. Is M&S entitled to state that it will not
offer me further cover? And has the cover been valid since 2003?
A. KIKIDAS, Surrey
You are now past M&S's maximum age, which is why it can no longer offer
you cover. It renewed your policy in 2003 because you were 64 at the time.
It says that you were still covered for the past five years. Lifesearch, the
life insurance broker, can recommend another policy for you free of charge.
Call Lifesearch on 0800 3163166.
To tell us your problems, visit timesonline.co.uk/troubleshooter
or write to Troubleshooter, Times Money, Times House, 1 Pennington Street,
London E98 1TB
READERS TO THE RESCUE: ONLINE SHOPPING
Last August I ordered two poles for a gazebo from a company on the
internet. The cost was £10, but I received neither the parts nor my money
back. I spoke to the police, who advised me to contact trading standards,
but the amount is small and it's a hassle. How can I shame the company and
alert others?
PAT SHEPHERD, Preston, Lancashire
Readers' almost universal response was to use consumer champion websites.
Howard Toon, of Hathern, Leeds, recommends clik2complaints.co.uk. For this
suggestion, he will receive a £25 John Lewis voucher.
There are other sites with forums that consumers can use to name and shame
companies. One of the most popular is moneysavingexpert.com. Another
suggestion, from Philip Halliday, of the Wirral, is to ask your bank or card
provider to dispute the transaction. While credit card companies are liable
on purchases between £100 and £30,000, Mr Halliday says that Citigroup, his
card provider, has twice helped him out for less than this amount. However,
on a £10 purchase, paid by cheque to a company that appears now to be
incommunicado, it seems unlikely that your bank can do much. This
demonstrates why it can be better to use a credit card, especially online,
where fraud is increasingly rife.
The name of the gazebo company that won't send Mr Shepherd his poles or his
cheque, by the way, is www.passers-buy.co.uk. It did not respond to
Troubleshooter either.
Can you help? Email troubleshooter@thetimes.co.uk
with your answers to the following problem for a chance to win a £25 John
Lewis gift voucher.
“I have had an Isa with Scottish Widows since 1999, with £10,000 invested.
I stopped paying in a few years ago, but with the markets being so volatile,
it is now worth only about £11,000. Should I close it and put the money in a
good building society account? Should I wait until the market recovers?
Scottish Widows says that I have to send it a letter to close the account.
Is this right?”
JOHN WILMOTT,
Thornbury, South Gloucestershire
