25 de Maio de 2023To : MEODear MEO, I am writing this letter in English as it would seem that my Portuguese is not clear enough. Furthermore, this will allow me to share this note with all the English-speaking expats in Portugal, as I know many who are also frustrated with the way you handle clients - not only regarding contracts, but also concerning the return of material to you when people are leaving the country or ending a contract.So, to follow-up on our previous correspondence and your two most recent invoices, which I attach, I will repeat what I have said before: 1. The contract which I agreed to, was the one we negotiated on 13th September 2022 on the phone, as follows:i. You phoned me to negotiate renewing the contract. We reached a consensus on the amount of 32,99€ . I reiterated, several times, that I would sign up for two years on the sole condition that there would be no price increase for the term of this contract. And if you go back to that recording, you will notice that this was confirmed by your staff at the time. ii. After that phone conversation you sent me an SMS requesting that I confirm with a YES or NO whether I agreed to the deal. Based on our conversation on the phone I said YES.iii. Afterwards you sent a copy of the contact, via a “noreply” email. This email included a clause that was not mentioned on the phone. The clause in the contract sent by email clearly contradicts the assurances I was given on the phone. Please note that I consider the agreement made on the phone to have precedence and the contract later sent by email is invalid. iv. So, I can only acknowledge your way of proceeding: a) You only negotiate on the phone (your staff say they are not allowed to negotiate in person) b) you send an SMS to confirm our acceptance of the deal and c) you then send a copy of the contract via “no reply” and do not require any signature or form of acceptance. Thus, based on this process and on the fact that I responded within the legal 15 days to reject the price increase - see our previous correspondence - which you have not addressed, I insist that:1: you listen to our taped conversation on 13th September. As I said before, in September 2022 inflation was at 9% and so the amount you proposed already reflected inflation. 2: I want to put an end to this saga, and for that purpose I am prepared to accept the increase to 35,489 VAT included, for the remaining term of the contract. However as I feel very strongly that I was misled I am not prepared to pay any additional fine. I can only hope that there will be others challenging you and other companies with regard to poor level of customer service, and that the regulatory authorities will finally put an end to this.Regards,Teresa PignatelliAtt. : April and May invoicesCc: DECO Proteste : https://www.deco.proteste.pt/ Entidade Reguladora : https://www.livroreclamacoes.pt/Pedido/Reclamacao
