"Terrible service,not told my monthly…"

Terrible service,not told my monthly payment was going up cannot wait for my over priced contract to end October 2027,impossible to end contract as will cost almost£2000,00 ,just awful

"Read all the small print"

I did not realise how difficult it would be to get out of the contract even at the end of the contract … full of tricks
Regret that I got in with this company
Regarding the response below .. They sound so nice don't they..
But there are other genuine companies out there
SO AVOID THE PAIN

Bread gained by deceit tastes good to a man,
But afterward his mouth will be full of gravel.+
An inheritance obtained first by greed
Will not be a blessing in the end.
Bad business methods getting one over your customer as if he is your victim
will eventually turn sour

"ONCE YOU’RE WITH ‘NOT SO’ CLEAR…"

ONCE YOU’RE WITH ‘NOT SO’ CLEAR BUSINESS, THERE’S NO ESCAPING!

I unfortunately ended up with the terribly unclear business after Kinex changed to them earlier this year.

I was due to close my business at the end of October and completed all the necessary end of tenancy forms and proof of ID. By mid October, I hadn’t received reply so called them and became a little worried as the call centre sounded extremely unprofessional (from another country), with singing and laughing in the background. I was worried that my driving license had fallen into the wrong hands! They said all was good with the information I’d provided and I asked them to destroy my ID now they’d received it.

Still no confirmation and it was getting to the end of my tenancy so called again and there was nothing more I needed to do. Great I thought!

I left my premises after my business had closed on the 31st October and not long after, I received a bill for early termination fee of £500.15. What’s this? I’ve closed no longer needing my landline or broadband. After several phone calls, each telling me something different I needed to do, I jumped through each hoop expecting that would be it!

Oh no, no it wasn’t!

I then had to get a solicitor’s letter to state my business had closed and had moved out of the premises. He sent it to COT email address and showed me CB automated reply. I heard nothing back so called them a week later. They hadn’t received the letter or couldn’t find it attached to my file, so they asked me to resend it, which I did immediately.

Still no reply.

So I contacted them again and this time I had to get my busy solicitor to add two specific words to his letter. Ridiculous! They had all the information there, contact info of landlord, nothing else needed adding.

I was exasperated by this point! I spoke to a lovely lady in customer services who after speaking to cease of tenancy department, said she ‘had to fight tooth and nail for me to close my account’. Wow, if she had to do that, there’s no hope for us, the mere customer!

She sent me this email - 26th November:
“As discussed, this afternoon your account has now been closed. 

All relevant information has been provided and credit has been raised on your account to cover £500.15 termination fees, you may receive a notification once that comes through to your account.

 You do not need to take any further action regarding this account.“

Phew I thought.

Oh not quite!

I received two letters at the end of November stating two different amounts…. one was £799.63 and the other £1,120.18 (both arrived on the same day) as well as an invoice for £12 a few days later. The amount on my Customer Zone was now altered from £500.15 to £487.95. Total incompetence. I have screen shots!

I’m now being bombarded with regular texts, emails and phone calls saying I need to pay the amount owed. I OWE YOU NOTHING!

The last person I spoke to a few days ago (we’re now in mid December!) stated she could not find any letter from my solicitor and that I needed to resend it, which I replied, she needed to find it at COT email address as it had been sent twice to that email address. She hung up on me! 

I had yet another missed call from Clear Business this morning 20th December and this is now amounting to harassment and becoming stressful and frustrating as one department clearly has no idea what another department is doing or saying. Or, THEY JUST DON’T WANT YOU TO LEAVE AND JUST WANT YOUR MONEY!  

This week, I’ve had phone calls, emails and texts!

Harassment!

I feel trapped and unable to free myself from this dismal company!

If I could give this company -30 stars, it would be too many. I have never come across such an incompetent, almost corrupt company and they need to be investigated.

If this is not sorted, I will have no option but to take the matter further. 

"This company is an absolute disgrace and criminal..."

This company is an absolute disgrace – they are thieves, beyond incompetent, criminal and their customer service is appalling.

An elderly family member has been attempting to close their account due to retirement and termination of their business. Many telephone conversations later, and being passed from pillar to post, he finally spoke to an intelligible staff member who seemed intelligent enough to understand the simple request to terminate account and the simple reason why he wished to close his account and leave. He was assured this would be logged, the system updated and that he would receive no further bills. Instead of receiving an email confirmation of the phone call or better still a letter in the post confirming end of contract, he then received a bill for 6 times the amount his normal bill would have been! He stupidly allowed the direct debit to be taken, assuming it was some sort of termination fee (which he was not informed about in the telephone conversation). However, the invoice stated the amount was for the monthly utility usage (none had been used for period stated) and no mention of a termination fee was mentioned , nor that that the account was being closed. This was a major red flag and he then cancelled the direct debit so Clear Business could not steal any more money for a utility no longer required. The latest is a threatening ‘over due’ December payment notice from the ‘Head of Debt Strategy’. It is clear that the hours of being passed from pillar to post through phone calls to Clear Business have been a waste of time. My elderly family member is extremely stressed by this and its affecting their health. I wonder if anyone has actually successfully been able to leave this company without a long drawn out process or do they just exist to terrorise and extract every penny they can from their customers?

I also want to warn others who are considering signing up with this company that they dishonest, uncaring and corrupt. As someone who has professional experience in analysis of online reviews, it is perfectly clear from the pattern and style of these ‘5 star’ reviews on Trustpilot that they are fake. As are the standard, poorly personalised ‘cut and paste’ replies from a named member of the Digital Team – probably not a real person (or else one with a useless fake script to adhere to). I can assure you that no complaint will be raised through leaving a negative review. Every reply is merely lip-service to the unsuspecting to give the impression they care and the issue will be addressed. So beware. We will be pursuing this and involving a lawyer.

"Where is my refund????…"

After using Clear Business for several years, we sold our business. It came to light that we are owed a refund of overpayment. Can I get it from them? I’ve been trying since April. I’ve been asked for an account number - given it. Then they wanted to see the bank statement for some reason so I covered info, leaving the relevant details. Then they asked again. I asked to escalate a complaint still nothing and no refund. I definitely would not use this co again.

"Wrong Bill"

After what seemed like an eternity they finally sorted out my broadband.
Then came the first bill, on paper even though I specifically asked for an email. I have been charged £5 for the privilege. Then they have tried to charge me for a phone which I do not have.
I have tried to complain but have been put through to 3 different sections.I then get through to a lady who cannot speak English very well. Finally hung up on.
RUBBISH COMPANY avoid at all costs

"5 star customer service from louis"

I was helped by Louis
Louis has been excellent at guiding me through the complicated process of setting up credit card payments and broadband. Fully recommend clear pay as a provider their customer service is 5 star

"I have a card terminal on hire with…"

I have a card terminal on hire with then. I believe I am out of contract with them. I've emailed to cancel my contract as I no longer require a card machine. They then told me I had renewed my contract with them on the 2nd of 8th 2024. They send over a docusign that I had signed. Even though it had the wrong date on and apparently I printed my name wrong twice. Also the bank they have on the account is wrong. They have also admitted that they have never emailed me the docusign. I have tried to sort this out with them and each time I am put on hold and and after about 20 mins they cut me off. Each call last for about an hour and they never call me back. What a totally awful company to deal with. I have decided to seek legal advice now as they inferred that to cancel this contract would cost me at least £500 - £600 feeling very let down

"Completely exasperated!"

Really disappointed in the level of service, lack of promised call backs and most of all unreliability of the service they are providing and lack of understanding.

We are reliant on a phone for appointments for customers and for them contacting us however the lack of basic availability of a phone service is now costing me and my business money, at the busiest time of the year.

Do not recommend at all and would never choose them again.

"companys absolute joke shouldn't be…"

companys absolute joke shouldn't be operating
left our business without a phone and broadband for 3 weeks I moved it to ee and still been billing us since since august when moved. then cutting of our mobiles when agreed to keep the mobiles with them, then getting letters from debt collectors saying we owe stupid amounts
no one has any idea I broke my foot as I was asked to keep getting the Mac code from the router fell down the stairs I've had all I can take. canceled all our services. taking my case to the ombudsman