Consumer takes on the Telefónica Goliath and wins
Monday, August 10, 2009 @ 6:47 PM
Telefónica have been heavily criticised by a Judge who ordered the payment of 700 euros to a client who had cancelled her internet connection, but over the next 18 months had continued to have money debited from her bank account.
The case was a last resort for Bente Ruth B.J. whose lawyer, speaking after the decision, said that it was not about the money, but about the rights of the consumer and putting an end to the abuse of power by large companies. In her case a request to discontinue the ASDL service was made in 2004 after the death of her husband. Despite calling, faxing and making personal visits, the service was not stopped for many months. Telefónica argued that the widow had not produced a death certificate for the husband, in whose name the line was held.
It is not often that these cases reach the courts, most are settled before that point. Where they cannot be settled by negotiation between the client and the company, there is the Consumer Arbitration Service, which is free, relatively quick and can avoid going to court.
In the case of Telefónica most requests for refunds relate to incorrect invoices or disagreement over the time of a requested for disconnection. Over 90 per cent of these cases are found in favour of the customer.
Source: Sur in English