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Complaint re Billing

BadTelecoms — Wed, 24 Jul 2024 14:34:36 GMT

I called BT on 30 Jan 2024 to complain about the excessive monthly charges for BT broadband, around £77. I was offered a new plan at £64.99 which I accepted. However, the new plan was not implemented as promised and I later discovered that the billing had not only continued at the old rate but had actually increased to £84.

(i) How do I obtain a refund of the excess charge?

(ii) Please provide the contact details to file a complaint with Ofcom

Re: Complaint re Billing

VeteranISPUser — Wed, 24 Jul 2024 15:00:34 GMT

Hi @BadTelecoms

You cannot complain to Ofcom until you have a deadlock letter from BT. So your starting point is to open a complaint with BT.

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Complaint re Billing

BadTelecoms — Wed, 24 Jul 2024 15:25:46 GMT

Doesnt address my questions

Re: Complaint re Billing

BadTelecoms — Wed, 24 Jul 2024 15:57:24 GMT

I followed up with Chat support who referred me to a "Values Expert", who just turned out to be one of the guys who answers enquires on the general number.

The sales team had previously informed me that they had made a note on the account re the situation and i would receive a response in 5 days.

The "Values Expert" told me that, on the contrary, I would not be hearing more on this from BT for 90 days, after which I would get a letter updating me on their progress.

FYI: One thing the chat support was able to provide was a case number, which I can now use to avoid further instances of conversations not being properly recorded or acted on.

Re: Complaint re Billing

BadTelecoms — Wed, 24 Jul 2024 15:59:02 GMT

I am now in contact with the billing dept to try to get a refund of the overbilling by BT.

Re: Complaint re Billing

VeteranISPUser — Wed, 24 Jul 2024 16:06:15 GMT

@BadTelecomswrote:
Doesnt address my questions

Hi @BadTelecoms Just checking that you are aware that this is primarily a customer to customer help community. You are not talking to BT.