Ms Bell, Scotland

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Background: Ms Bell moved her phone line from BT, then her current provider, to another provider in the UK which offered free calls to a number of destinations and discounted line rental. As the entire process is done over the phone, she thought it would be wise to record the call using Record Your Call.

Ms Bell explains: "I signed up for the new package from this company, and during the process I declined the offer of free broadband as I already had broadband with another provider, and all I wanted is my calls and line rental moving. They confirmed this and said the service would be live some weeks later.

Six weeks later I found out that my broadband had gone off. I rang my broadband provider and they explained that I had moved my broadband to the company I had recently moved my calls to, and that they were now in charge of it. Furthermore, they said that I had been charged an "80 disconnection fee as I was still in a contract at the time of the switch.

I was not happy and contacted the new company, whom I had only wished to move my calls and line rental to, to ask them what was going on. They explained that I was in an 18 month contract for the calls, line rental and broadband and that there was nothing I could do about it as it was what I had signed up for.

I made several further phone calls, but got absolutely nowhere, dealing with off–shore call centres and being placed in call queueing systems. I decided to get my own back. I sent them a copy of the recording I had made using Record Your Call, and within 3 weeks my contract was cancelled and I received a letter of apology, explaining that there had been a computer error and my broadband would be returned to my previous provider. They also credited my account with the £80 I had been charged from my broadband company.

I would have had a much harder job trying to convince them had I signed up for the broadband without recording the phone call.

Thanks Record Your Call."

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