Consumers misled over contract cancellations, study shows
By Stephen Hunt, 15th July 2010
When complaining of unsatisfactory coverage, the majority of
mobile phone users do not receive adequate information regarding
cancellation of contract, according to new research.
A study by the Communications Consumer Panel suggests that over
half of users are not provided with adequate information regarding
cancellation rights.
Chair of the CCP Anna Bradley said: "Consumers have a right to
get accurate and consistent information at the point of sale when
they ask legitimate questions about coverage and cancellation
policies. Staff often struggle with so many different company
policies and communicate them inaccurately to customers".
Bradley and the CCP are calling for a minimum 14 days period to
be introduced in which customers can cancel their contract in the
event of coverage problems.
At the moment most companies operate varying cancellation
periods, with the exception of Orange.
Orange did however defend their policy.
Their spokesman said: "When a customer purchases a handset and
then returns it to us, the handset becomes second hand. As such we
are not able to offer a formal money back guarantee.
"However we are aware that sometimes issues do arise, which is
why a reasonable and flexible approach is applied. If a customer is
deeply unhappy with their purchase from a store we will always
consider their issue on a case by case basis."
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