This topic

how to resolve complaint

echl49 — Tue, 12 Nov 2024 20:45:46 GMT

Hi so I cancelled my broadband service a few months ago and have confirmation from BT of this and that I would receive my final bill. I have never received this and BT keep sending me bills. BT have several weeks ago acknowledged in the support chat with me (I still have transcripts) issues on their part and have promised a final bill will be sent and asked me to keep waiting. that was nearly two months ago. I have sent an email with all info to the complaints email address (published in their complaints policy document) but I hear nothing back. Please can someone advise what I am supposed to do next?! Thanks so much

Re: how to resolve complaint

zulu17 — Wed, 13 Nov 2024 08:52:13 GMT

Hi. @echl49 I assume this relates to a residential rather than a business service. Are BT continuing to take money for the ceased services or are they crediting your account for the charges ? How long ago did you email your complaint in ? Whilst it would be good practice to promptly acknowledge the complaint they do seem to take in excess of seven (working) days.

Re: how to resolve complaint

echl49 — Thu, 14 Nov 2024 19:56:30 GMT

Hi, thanks for the reply @zulu17 .

Yes - residential.

No - they have taken two months payment after the period which it was cancelled which they shouldn't have done and then I stopped the direct debit.

They have since sent demand saying I have failed to pay the last month.

Emailed complaint last Saturday so it's not been that long (but it would be nice to get to at least a response acknowledging they got it).

I'll give it another couple of days and then come back here and see but any advice in the meantime would be helpful.

Thanks

Re: how to resolve complaint

Anonymous — Thu, 14 Nov 2024 20:53:19 GMT

If more than eight weeks have elapsed since you first raised this then you can escalate:

https://www.commsombudsman.org/

Re: how to resolve complaint

Christopher_G — Fri, 15 Nov 2024 09:23:34 GMT

Hi @echl49

I've sent private message about this, to try and get you some help. Please take a look and get back to me.

Thanks

Chris