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The Guardian - Back to homeThe Guardian

Dear Anna

19 March 2010

  • PayPal generates automatic response to customer complaints

    PayPal not so friendly over return of fake goods

    A customer was left hanging as PayPal's dispute process generated an email advising an inappropriate course of action

12 March 2010

  • Direct debit dangers of 'rolling' policies

    A customer was confused by a long-forgotten direct debit for a 'rolling' insurance policy, which kept making her overdrawn

5 March 2010

  • A young woman using a mobile phone

    3 is not the magic number for mobile coverage

    Having been assured that 3's mobile reception was excellent where he lived, a reader signed a two-year contract. Then his signal took a nosedive …

26 February 2010

  • Cars driving along the M60 orbital motorway

    Car insurer charges a premium for being born abroad

    Despite living in the UK since 1998 and passing his driving test here, a motorist saw his car insurance costs leap when he said he'd been born overseas

19 February 2010

  • Debenhams

    Debenhams' delivery service throws in the towel

    Department store Debenhams said it was unable to process a cancelled order after confusion over a delivery address

12 February 2010

  • Parking tickets

    Website glitch drives up parking penalty

    Southwark council was unaware its parking fine collection page was case sensitive – nearly costing one reader dearly

5 February 2010

  • Amazon credit card repayments need to be studied to make sure the money is transfered correctly

    Amazon credit card mix up leaves one customer treading water

    A reader made a payment to their Amazon credit card, but it never arrived. A system error was the cause, but other customers should beware a similar fate

29 January 2010

  • Abbey branches turn into Santander

    Abbey loses its savings grace

    The high street bank, now trading under the Santander brand, misplaced a customers Isa savings and declined to find out where they were

15 January 2010

  • Insurer attempts to gloss over spillage incident

    A heating engineer spilled paint on a customer's floor. Seeking compensation, the company did its best to give her the brush off

30 December 2009

  • BT charged a customer £445 to switch her from a busines to a residential tariff

    BT's customer service is disconnected from reality

    After BT gave a residential customer a business account by mistake it tried to charge her £445 to cancel it. Then the debt collectors started calling

22 December 2009

  • Dell is an online computer and technology retailer

    Dell's Logitech cancellation policy is illogical

    Computer retailer couldn't cancel an order after it was placed, despite it being obliged to do so under the Distance Selling Regulations

11 December 2009

  • EasyJet plane on the tarmac in Geneva

    EasyJet's 'free' alternative for cancelled flight was nothing of the sort

    Budget airline cancels a reader's flight, offers her an alternative, and then charges £25 for switching

27 November 2009

  • Alamo car hire battles refund request

    A customer who ordered a people carrier was instead given two small cars, despite being the only driver in the party

20 November 2009

  • Sweetcorn in close-up

    Tesco multipack offer not so sweet

    A reader questions a Tesco special offer whereby individual tins of sweetcorn worked out cheaper than the multipack

13 November 2009

  • Dodging Virgin Money minimum payments can cost you more

    A reader discovers the hard way why it is vital to pay off your minimum credit card balance by direct debit

6 November 2009

  • Comet store at Castle Meadows retail park, Nottingham

    Comet lives electricals but leaves them standing

    A landlord with a faulty washing machine could not, try as she might, get the retailer to sort it out, despite a 'Fix it for me' insurance policy

30 October 2009

  • A Marks & Spencer shop in London

    This is not just any delay, this is an 'unacceptable' M&S delay

    After months of eating off trays because Marks & Spencer failed to deliver her furniture, a reader discovers just how far the threat of cancellation can get you

23 October 2009

  • AXA Sun Life fails to shine over duplicate payment conundrum

    A reader's aunt discovered she was paying AXA Sun Life for two life insurance policies. But who was the second one for, and why couldn't they find out?

16 October 2009

  • QUINN is quids in over car insurance premium price rise

    Customer moves house and is told her car insurance will rise to £1,102. But a brand new customer would only pay £789

9 October 2009

  • The Lloyds TSB bank Black Horse Logo outside a branch in central London

    Lloyds leads loyal graduate even deeper into debt

    Customer receives letter informing him that overdraft facility will be withdrawn, then offered 29.9% loan to pay it off

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