I write as the Finance Officer for a Nature conservation charity in Northamptonshire, and I regret to say I'm one of those who has been less than impressed with the service provided by Clear Business. I'm posting this review as my patience over their inability to respond to what I consider is a fairly straightforward request has just about run out.

When I took up my role a year ago I could see that Clear Business was an organisation that we made regular direct debit payments to. An enforced business closure due to Covid-19, and seven months later, it transpires that a former member of the Trust's staff transferred all of our fixed line and mobile business to alternative providers - so we have been paying in excess of £200 per month for some fixed telephone lines and mobiles that we haven't had the use of for around 8 months - around £2,000 in total. We haven't asked for this money back, as not cancelling these services at the time of the transfer was indeed an oversight of a former-employee of the Trust and we're content to swallow that cost, however unpalatable.

I have now had all of the services bar one terminated . . . . but Clear Business are insisting that we are bound to continue to pay for a broadband connection, and a fixed line to carry it, for another 18 months - despite it not existing. I'm told the Trust is contractually committed. In response I have asked for a copy of the contract signed by the Trust's former officer, but this doesn't exist as the "agreement" was made verbally over the 'phone. OK, as all calls are recorded, I've asked for a copy of the call transcript . . . and this is where the difficulty kicks in. Four months and four requests later, nothing has been done about this and I am now at the point where I'm about to cancel the D/D authority in favour of Clear Business, and I'm quite prepared to argue the finer points of contract law in the County Court should it come to it. The actual cost of what we're being charged for is just about £36.00 per month!

I'm keen to resolve this matter and would appreciate someone from Clear Business, who has the authority to act beyond that of the first line customer service staff, getting in touch - and providing me with a copy of the verbal order that was allegedy made. If this turns out to be as stated, I'll be very happy to meet all of the Trust's contractual obligations under CB's T&CS and let our currently monthly payment stand. But at this moment in time I'm still waiting . . .

I also provided my mobile number and asked for calls to be made to it, but when we do get a call back it's to our main business number - which doesn't really help as the business is closed and our main number isn't always covered, and I'm only currently on site for one day each week.

Overall, IMHO, not a level of customer service or treatment that will win any awards.
++++++

Follow up, 9th March 2021.
Within three hours of posting my original review I was contacted by one of CB's customer service reps - and over further calls my hopes were raised that there was now some light at the end of the tunnel and that the matter would soon be resolved. Alas the optimism was short lived.

Some days later on 4th March I was contacted by yet another rep who had no knowledge of the matter in hand but who told me that according to the account record the issue had been resolved. Er no . . . it hasn't been. After going through the whole story yet again she told me she'd have to transfer the call to a colleague and I was then put on hold - over ten minutes later the call was picked up by another rep, who also knew nothing of the matter, and when I started to explain all the line went dead. I'm quite convinced now that this stone-walling is deliberate. It also looks to be the case that none of the customer service reps I've dealt with have made any effort to record the salient points of our discussions, or if they have those following them up haven't bothered to read them. Truly dismal and dysfunctional service of the lowest order.

I really have given up now. I'll be cancelling the Trust's D/D shortly and will be writing to CB's head office in Sale to explain the reason for this. I've no intention of paying away another penny of the Trust's money to CB unless they can provide solid proof of a contractual liability to do so - which so far has remained suspiciously under wraps on the grounds that to provide it would be a breach of the General Data Protection Regulations. Hmmm . . . really? That's not my understanding of this piece of legislation.

For the benefit of the CB staff reading this, I don't wish any further contact with any of your customer service team as experience suggests that this will be fruitless. If you do subsequently elect to pursue the matter in court I'll be very happy to meet your staff or legal reps there and argue the case in point.

Overall a dreadful supplier to deal with. Avoid.

Date of experience: February 25, 2021