Money: Bachelor & Brignall: Consumer champions Lisa Bachellor and Miles Brignall fight for your rights: Carphone Warehouse makes wrong call
(Guardian (UK) Via Acquire Media NewsEdge) I am profoundly deaf and only use a mobile phone for texting, as I cannot hear voice calls.
I recently went into Carphone Warehouse's Preston outlet and bought a new smart phone which would allow me to send and receive emails. I found it very difficult to use so I went back, only to be told that my TalkMobile (part of Carphone Warehouse) account was pounds 80 in debit.
It transpired that this was because of a single, nine-hour voice call mysteriously made from the phone to a PPI reclaim firm based in Manchester.
I explained that I can't, and therefore don't, make voice calls, but to no avail. After two further visits to the store, which failed to resolve the problem, I cancelled the contract and my direct debit.
I am now getting letters threatening legal action. Each one asks me to call them - which I can't do.
I have written three times explaining the situation and each time they ask me to call them. What am I supposed to do
JN, Shiplake, Berks
In our experience deaf consumers too often come up against this kind of crass behaviour - and it is not acceptable in 2013. One can only conclude that no one at Carphone Warehouse was actually reading your letters, as they just kept asking you to call them.
Sadly, this may be becoming the norm for the mobile sector, which accounts for an ever increasing proportion of our postbag.
Fortunately, Carphone's press office is better organised and it has quickly put an end to this nonsense. It seems that this nine-hour call was made from your phone - how, it didn't say. However, it has wiped your debt as a gesture of goodwill, and you will receive no more correspondence on the matter - and no further requests to call the firm.
(c) 2013 Guardian Newspapers Limited.
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