Complaint

[christaka]

Good afternoon - this is driving me nuts

I have had no success phoning HP - now I can't find the email address to write to - frankly ridiculous and an issue UK and global CEO's should be aware of

Good afternoon - I would be very grateful if you can help me please

Reference Christa Knight Adams Edited

HP Envy 6120e from Edited

Serial number Edited

Monthly instant ink 50 pages £4.99 per month

Getting in touch with HP has been an absolute nightmare over last few days and I wanted to write to you to let you know how frustrating this has been. For your information, I had similar issues with HP 6 months ago but on that occasion at least managed to get things resolved.

Reason for emailing you

1. To alert you to a dreadful customer service level over last few days
2. To complain about 4 debits to my Nat West credit card for a service I would never have signed up to?

Reference service level over last few days - phone numbers called as detailed on your website for customer service issues

Friday 18th September

Phoned mid afternoon and eventually got through to Instant ink as there was a query re September 2026 payment request being declined by Nat West Credit card.. After what seemed like an age, managed to get this sorted and confirmation via my HP app that the payments had even reinstated - lady who took my call was very helpful

Unfortunately I have had some family issues in Germany which have demanded a lot of my time so recently haven’t been quite as diligent as normal checking through all my Financial statements.

I started to explain about the situation re the 4 x debits that HP had been taking from the same Nat West credit card that started in May 2026 and asked for her thoughts. 

I gave her the reference details that appeared on the Nat West Credit card statement

Reference on Nat West credit card statement HP PROD SRV & RPR - HP Reading

May 2026 - debit £9.99

June 2026 - debit £9.99

July 2026  debit £9.99

August 2026 - debit £9.99

I asked the lady who I was speaking to help me understand - she advised this wasn’t an Instant ink issue so gave me a number to contact.

I tried for probably 45 minute to get through - effectively going round and round in circles getting nowhere - nobody answered just kept getting an ansaphone message to apologise for delays and to thank me for my patience. By this time it was 5.30pm and the support lines were shut.

Effectively I gave  up and decided I would call back today - Monday 21st October

Monday 21st September 

Called early afternoon - tried both numbers Edited

Nobody answered for maybe 20 minutes - once again kept getting ansaphone messages apologising and thanking for me for my patience!

In the end exhausted , I gave up and decided to email HP instead on basis HP website suggests emails will be answered within 24 hours?

Aside from complaining about the dreadful customer service over the phone ( with the exception of the lady I spoke to at Instant Ink on Friday afternoon) the real reason for writing is to enquire about these mysterious debits that have been debited from my Nat West Credit card as detailed above. 

The lady I spoke to on Friday advised me what the £9.99 debits were for - essentially a super duper service policy that gave me access to 24/7 help re printer issues etc.

There is absolutely no way I would have signed up for these services.

I am very keen to understand what authority HP have relating to these debits. and cannot believe you have any written authority from me about this.

• I would like to know exactly what you hold as an authority I have signed for HP to debit me for this service - any recorder phone calls?
• I would like this service cancelled with immediate effect?
• I would like all 4 debits x £9.99 to be refunded to my Nat West Credit card?
• I spoke to Nat West credit card on Friday and asked them to immediately block any more of these debits to my account so hopefully nothing will be debited in future

Do you need any additional information from me?

Be grateful if you could please look into as a matter of priority and look forward to hearing from you

Regards

Christa Knight Adams
Edited

[Raj_05]

Hi @christaka,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a private message with the following details:

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For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention.