Questions Of Cash: Carphone told me I'd lose my unused Fresh credit


Q Carphone Warehouse's subsidiary TalkMobile, which operates the Fresh mobile service, has informed me that it will close the service on 19 March. It suggests users transfer to TalkMobile. I topped up in December and was told nothing about closure. I now want to move my mobile account to Asda. TalkMobile tells me that unused credit will be lost: I have complained that it is unfair that I will not get a refund on my top-up. DM, Belfast.

A The Carphone Warehouse spokesman Shane Conway says: "We are planning to migrate our Fresh customers on to our TalkMobile service by the end of March. This is part of our overall strategy to consolidate our entire MVNO [mobile virtual network operator] base on to a single network ... Fresh and Mobile World customers who have more credit left on their accounts than is initially provided when they join Talk Mobile will receive the difference on their TalkMobile account by 15 April. We apologise to anyone who received contrary information. We are sorry if [the reader] would prefer to port to another provider. I will arrange for someone to call the customer and refund any outstanding credit."

Q I received an unsolicited letter from TalkTalk telling me that it had added a "calling feature" to my landline account. I had been selected to have this feature free for the first month, but it would cost £4 per month thereafter. I am outraged: £48 a year is a lot to charge extra for a service I had not requested. DH, Coventry.

A TalkTalk, which is owned by Carphone Warehouse, says: "The changes to [the reader's] account occurred while we were transferring some of our internal systems over – which meant some services were no longer available. We wrote to explain this and to offer an equivalent service, for free for the first month, with the option to cancel at anytime. Since [the reader] called to cancel the service it no longer appears on his account." You remain unhappy about this, questioning whether TalkTalk is legally permitted to change the contract arrangements in this way. TalkTalk's legal team has considered your point and insists that it is able to do this.

Q My wife and I took a short break with friends in November. The four of us planned to fly out together on easyJet from London and booked tickets, independently, online. We all arrived at the airport on time and our friends received text messages with details of boarding times. But when we looked at the departures board, our flight was not there. We contacted the help desk to be told the flight had been cancelled some time before. Apparently, we should both have received emails confirming this, but neither of us did. EasyJet agreed to pay for an alternative carrier to take us to Majorca. On our return easyJet refused to reimburse me. My neighbour has received to the value of the replacement flight. My three letters to easyJet's chief executive have been ignored. JW, Ely.

A EasyJet told us: "EasyJet sincerely apologises for the cancellation of the flight from London to Palma De Mallorca. However, we did inform the customer of this cancellation by email as soon as we were aware that it would not be possible to operate the flight. As a gesture of goodwill, we have offered [the reader] an easyJet travel voucher to the value of his original flight."

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@independent.co.uk

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
SPONSORED FEATURES
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    SThree: Trainee Recruitment Consultant

    £20000 - £25000 per annum + competitive: SThree: £20000 - £25000 per annum + c...

    Recruitment Genius: Account Handler - Personal Lines

    £20000 per annum: Recruitment Genius: This provider of insurance and financial...

    Recruitment Genius: Graduate Developer / IT Support Engineer

    £16000 - £25000 per annum: Recruitment Genius: This fast growing financial ser...

    SThree: Trainee Recruitment Consultant

    £20000 - £25000 per annum + competitive: SThree: SThree are a global FTSE 250 ...

    Day In a Page

    Solved after 200 years: the mysterious deaths of 3,000 soldiers from Napoleon's army

    Solved after 200 years

    The mysterious deaths of 3,000 soldiers from Napoleon's army
    Every regional power has betrayed the Kurds so Turkish bombing is no surprise

    Robert Fisk on the Turkey conflict

    Every regional power has betrayed the Kurds so Turkish bombing is no surprise
    Investigation into wreck of unidentified submarine found off the coast of Sweden

    Sunken sub

    Investigation underway into wreck of an unidentified submarine found off the coast of Sweden
    Instagram and Facebook have 'totally changed' the way people buy clothes

    Age of the selfie

    Instagram and Facebook have 'totally changed' the way people buy clothes
    Not so square: How BBC's Bloomsbury saga is sexing up the period drama

    Not so square

    How Virginia Woolf saga is sexing up the BBC period drama
    Rio Olympics 2016: The seven teenagers still carrying a torch for our Games hopes

    Still carrying the torch

    The seven teenagers given our Olympic hopes
    The West likes to think that 'civilisation' will defeat Isis, but history suggests otherwise

    The West likes to think that 'civilisation' will defeat Isis...

    ...but history suggests otherwise
    The bald truth: How one author's thinning hair made him a Wayne Rooney sympathiser

    The bald truth

    How thinning hair made me a Wayne Rooney sympathiser
    Froome wins second Tour de France after triumphant ride into Paris with Team Sky

    Tour de France 2015

    Froome rides into Paris to win historic second Tour
    Fifteen years ago, Concorde crashed, and a dream died. Today, the desire to travel faster than the speed of sound is growing once again

    A new beginning for supersonic flight?

    Concorde's successors are in the works 15 years on from the Paris crash
    I would never quit Labour, says Liz Kendall

    I would never quit party, says Liz Kendall

    Latest on the Labour leadership contest
    Froome seals second Tour de France victory

    Never mind Pinot, it’s bubbly for Froome

    Second Tour de France victory all but sealed
    Oh really? How the 'lowest form of wit' makes people brighter and more creative

    The uses of sarcasm

    'Lowest form of wit' actually makes people brighter and more creative
    A magazine editor with no vanity, and lots of flair

    No vanity, but lots of flair

    A tribute to the magazine editor Ingrid Sischy
    Foraging: How the British rediscovered their taste for chasing after wild food

    In praise of foraging

    How the British rediscovered their taste for wild food