This topic

Billing dispute

burns1888 — Sat, 07 May 2022 17:39:05 GMT

Can someone tell me how best to get in contact with someone from the Deadlock Team??

Once again I have been given false information from BT customer services...

Re: Billing dispute

imjolly — Sat, 07 May 2022 18:20:30 GMT

Have you escalated your dispute and BT have now issued you with deadlock letter where neither side can agree

Re: Billing dispute

burns1888 — Sat, 07 May 2022 19:03:45 GMT

My price increase was due to rise by £2.87 but when I received my bill the price had increased by £9.41.

I contacted the billing team last Saturday and was compensated by £40 as a good will gesture for the mistake in my billing. I was then passed to a Bradley in the Deadlock Team who said I would receive an email confirming that my next bill would be adjusted back to the original price increase of £2.87. 7 days later and two further 1 hour phone calls I still haven't received an email from the Deadlock Team.

I would like to speak to someone from the Deadlock team asap...

Re: Billing dispute

-Richie- — Sat, 07 May 2022 20:19:28 GMT

There is no 'deadlock team' you have to follow the complaint escalation process.

You let the advisor know you're unhappy, they raise a complaint and attempt to resolve at first point of contact - at this stage it appears you accepted £40 goodwill and no doubt the complaint is now closed.

If you had said you were still unhappy, at this point no goodwill is offered and the advisor escalates to their team leader, the team leader investigates and tries to resolve it, if you're still unhappy the complaint would be escalated, this is where the complaint is looked into again and if you still remain unhappy a letter can be sent signposting you to the ADR route.

Re: Billing dispute

burns1888 — Sat, 07 May 2022 20:28:33 GMT

Do you work for BT?

If there is no Deadlock Team why was I told last Saturday, Tuesday and again tonight that my open complaint is with the Deadlock Team.

My complaint isnt closed as BT still haven't explained why my bill increased by £9.41 instead of the £2.87.

Re: Billing dispute

-Richie- — Sat, 07 May 2022 20:33:10 GMT

If your complaint is still open, it will be dealt with but you'll have to wait for them to contact you, I hope you get the answers you're looking for.

Re: Billing dispute

burns1888 — Sat, 07 May 2022 20:35:23 GMT

And how long is the standard timeframe for this sort of issue to be resolved by BT?

Re: Billing dispute

-Richie- — Sat, 07 May 2022 20:41:26 GMT

BT will try and resolve it as quickly as possible, once a complaint is open BT have 8 weeks (56 days) to resolve it, if not then you can contact the Ombudmsman without a deadlock letter because of the time passed.