Very difficult to contact and to get rid of
I bought a TDC contract for my cell phone in august last year, but in October I could get an iPhone at 3, so I wanted to cancel my TDC contract.
When I was in the shop, the guy told me I was signing a contract that could get canceled every month, but when I called them to cancel my contract, they said I was stuck with this contract for at least 6 months.
Of course I didn't agree with this and started calling, going into the shops and calling again.
The shops are useless. I went in there and I got the same answer over and over again: "No, we can not do anything about that here. You will have to call the customer service."
On the question of "what CAN you do in a shop then?" they had no answer.
So, I called in October to cancel my contract and the guy changed it to a monthly contract and directly canceled it. November 7th I would get my last bill.
Jump forward to January and I have 2 warning letters and 2 unpaid bills. I start calling again "no sir, you can do that in the shop". So I went to the shop, "no sir, you have to call customer service for that".
I was being sent from one to the other and back again. In total I have spent up to 5 hours (if not more when you count the travel time to the shops) trying to cancel my contract. In between I even got a letter that said "Thanks for staying with us! As agreed upon we extend your contract". Seriously, WTF?!
When asking for some kind of compensation (I also take Home Trio from them), they couldn't help me because it says in their Terms and Conditions they can't give any compensation for time lost waiting for them.
I recorded one conversation, but first I got a 29 minute wait (have proof, will use it if it gets annoying again when canceling Home Trio).
I would love to get some answer from TDC on this subject, because I'm losing trust in them.
Reply from TDC Erhverv A/S
Dear Rvervuurt,
I'm not familiar with the details of your specific case, so I cannot say with any degree of certainty, but you may have bought a subscription plan with a 6-month contract (standard for most of our products). If you e.g. buy a mobile phone on a 6-month contract, part of the contract includes payments on the subsidised phone price; consequently, you cannot cancel the contract until the end of the 6-month period.
If you'd like, I'll take a look at your specific case if you'll be so kind as to e-mail me your account details and your mobile number; this will give me a chance to provide you with more detailed and satisfactory answers to your questions. The address is thomaswandahl(at)tdc.dk.
Sincerely,
Thomas Wandahl
Customer Service Manager at TDC