The Unitel Direct Group review: Internet advertising package

I first signed up with Unitel Direct after a cold call at the beginning of August 2022. I made my first payment on 04th August 2022 which according to Unitel Terms and conditions begins the contract. I then got another call selling me the silver search engine package which gives me 7 keywords. I was happy to pay for 12 months service to see if this gave me any leads. In February 2023 my cashflow was tight and nothing had prevailed of the advertising so I sent them an email asking for all services to be cancelled as of the end of contract date. I got a generic email back and then a phone call where I aired my grievances and told them I wasn't satisfied with the service. I had not received what I had been promised or the contact going forward to work with me. I was told I could not cancel at this point and it would have to be 30 days before the end of the contract (which was verbal). I was misinformed regarding this as it says in their terms and conditions it is between 45-30 days notice. So I marked it in my diary. First day of contract 04th August 2022, Welcome letter received dated 05th August 2022, I sent an email 03/07/2023 to [protected]@uniteldirect.co.uk stating, Please take this as written notice that after the 12-month period of the contract I would like to cancel, and the service not be renewed. Generic email received and then an email to myself stating the wrong name on 03/07/2023, Our customer experience is very important to us and we are sorry to hear that you wish to cancel. I have passed the information to the relevant department who will be in contact soon to discuss this matter further.

I heard nothing further until 12/07/2023 where an agent called me to take details to renew my contract. I had a heated discussion with him where he told me I had not given the relevant notice and would have to carry on with my renewal. Felt bullied. I did mention to him about that I would not be wanting to continue with the silver search engine package and he said someone would contact me nearer the time the talk to me about this. He did seem genuine and gave me 2 months free and my Direct Debit was reduced from £130.80 a month to £70.80 a month. My intention was to pay for 12 months see how it went and then he sent me a very detailed email explaining when the contract started and my next steps if I want to cancel. So I had 2 months uncharged and did not receive an invoice for payment until I requested it for the £70.80 that had already been taken from my account, the invoice I received on 19/09/2023 was dated 11/09/2023 with the terms of payment now due.

So thinking that I had cancelled the silver search engine package I took no further action. Only to be harassed by phone calls, texts and Whatsapp messages saying that I owe the company money for the renewal of the said package. I had received no invoice at this point or had any communication with the company regarding this package in the 12 month period. As I did not give the written notice they had renewed the contract even though customer services had received emails from me in February 2023 and July 2023 and a conversation had been had 17/07/2023 saying I no longer wanted to continue the package. When yesterday I pointed out I had not received an invoice for the silver search a package renewal I was sent an invoice dated 19/09/2023 though my contract supposed to have ended the end of August 2023. I received only an invoice for this package dated 01/09/2022 where payment was taken from my bank 02/09/2023. Now I'm being harassed to pay this invoice that I can not afford.

Long and short if cancellation had taken place of the monthly internet advertising package then there would have been nothing to actually use for the silver search engine package as all domains and advertising would have been removed. I did give 30 days notice to end the internet advertising package sending email 03/07/2023 when the contract ended 02/08/2023 so realise now that I have been misled. Also the renewal email says, We are writing to confirm that, as per the terms and conditions of the contract between us, the contract (and therefore your account with us) period of 12 months is until 12/07/2024 that was even before my first 12 month package had ended.

No one at Unitel will listen to me they just want me to pay the outstanding balance though which is going to put my business into further cashflow hardship with cost of living and covid repercussions.