In response to my complaint to the ISPA last week, Orange, formerly Wanadoo, Customer Relations sent me a letter by post today giving me details on how to apply for my refund and offering to arrange the cancelling of my account without cancellation fee. Why couldn’t this letter have arrived yesterday so I wouldn’t have gotten all worked up?!

Here’s my email to Orange/Wanadoo:

Thank you very much for your letter dated Monday, 05 June 2006. I arranged to have my Wanadoo/Orange account cancelled by repeatedly calling Tech Support and Customer Service yesterday without incurring a cancellation fee (please doublecheck this for me, thank you).

I would, however, like to be reimbursed for the £68.97 that you mentioned in addition to £36.02 in phone charges for a total of £104.99. The BT phone bills are attached.

I am sadly disappointed to have to resort to cancelling. I gave Wanadoo more than three months to rectify my broadband problems to no avail. It has cost me much stress and even some tears. I hope other customers have better luck than my family. I am continuing to document my experience at my blog (http://www.cottontimer.com) so that
I can help others in the same situation.

Thanks again and I looked forward to receiving my refund.

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