I have a 10 euros a month contract with SFR mobile which includes all UK landlines and texts, and in March I found out they have been charging me 67 cents a minute for all UK calls, adding up to 130 euros for 2 phone calls, plus many other calls that I haven’t added up yet. When I got a text saying how much my bill would be, I called them up, explained the situation, they apologised and said I wouldn’t be charged for it. A few days later, I was indeed charged the full amount. I rang them again, and re-explained the situation, and they sent a text confirming that I wouldn’t be charged for any calls to england within a 2 month period. However, I didn’t receive the promised reimbursement.
I’ve been trying to get this money back for about 3 months, and each time I speak to them they tell me I am not entitled to a refund, then begrudgingly agree that I am, and tell me I will have it in 5 days. 3-4 weeks later, we go through the same process, and now I’ve spoken to them on 6 occasion and the money has yet to appear.
I’ve tried their twitter page, the SFR chat and their twitter emails, and phone calls but nothing is happening. I’ve asked for a postal address to send a Mise en Demeure but I can’t find one and SFR have refused to give me one.
What can I do now? I know I’m legally entitled to this money back, as well as the rest for all of the calls to England, but it’s like talking to a brick wall. Any help would be much appreciated!