Paddy* was looking to switch to a new provider, so he called around to see what they could offer. The provider he chose confirmed that they would match the deal Paddy was currently receiving and in addition, would provide him with a welcome gift.
At initial sign up Paddy chose a Naked broadband option**, however a couple of months later he decided to include a home line. This increased his total bill, however he believed it shouldn’t have as it now did not ‘match or better’ his previous provider’s deal which had included national calling.
Paddy contacted his provider and they confirmed that the new plan he signed up to did not include a landline, however he had the option to include it later for an additional cost. Paddy argued that the provider’s sales representative had, at point of sale, promised him ‘better’ than what he already had, however the provider responded that this was subjective. The matter was raised with TDR by the customer and after lengthy communication between the customer and provider, deadlocked.***
A Resolution Practitioner was assigned to work with both parties. During the process, it was made clear that the provider had ‘bent over backwards’ for Paddy in resolving this and other issues raised. A swap of welcome gift had occurred, credits were added towards Paddy’s previous supplier’s early termination fee, as well as being offered half price options for calling plans. The Resolution Practitioner stepped Paddy through all the goodwill offered and effort the provider had made, and Paddy did reflect that they had attempted to look after him.
After further discussion with TDR, the provider offered an additional small credit to help Paddy feel he was ‘getting something’ and Paddy agreed to settle the matter by taking a discounted landline offer with a nominated ‘favourite number’.
* Names have been changed.
** Naked broadband is a commonly used term to describe a fixed broadband or wireless connection without landline services.
*** TDR may determine a complaint is deadlocked if it's been six weeks or more since the customer contacted their phone or internet provider and the customer still doesn't have a resolution that they are happy with, or if a complaint raised with a scheme member by TDR remains unresolved after 15 working days, whichever comes first. When determining deadlock, TDR will take into consideration the complexity of the issue, the desired resolution, as well as whether escalating the matter will assist in resolving the complaint.