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Charged wrongly since start of 24-month contract

Bungaroosh — Sat, 28 Jun 2025 19:00:13 GMT

Hello,

I renewed a contract with a retentions advisor in October 2024.
Fibre 2 at £29.99 a month for 24 months as confirmed in email received at the time.

Since then, I've just seen that I've never been charged the correct amount. I need a large refund and the proper amount to be billed each month.

I can't face hours of agony on the phone however to sort this out. On the bill there is a postal address which I'm tempted just to send the documentation to. An email address for a billing agent would be even better.

It ought to be straightforward:

I want the regular monthly amount to be the same as in the "Your BT Package Details" confirmation email, and I want a refund for the amounts overcharged since the start of the contract.

Can anyone suggest the least painful route to getting this sorted out?

Many thanks.

Re: Charged wrongly since start of 24-month contract

imjolly — Sun, 29 Jun 2025 07:57:32 GMT

the forum mods do not have account access so will refer you to CS however you can try the message now link to billing and see if they can help https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Charged wrongly since start of 24-month contract

allanraymond — Sun, 29 Jun 2025 14:00:53 GMT

@Bungaroosh

As I understand it you renewed your contract around about October 2024 and it is only now that you have noticed you have been paying more than your contacted price?

I religiously check my bills each month and whilst I don't expect everyone to be that diligent I find it very odd that it has taken 8 months or so to find you have been overcharged.

Each month you should get a bill reminder from BT to check your account how is that any overcharging wasn't picked up earlier? The bill statement also list the various cost of your contract.

Have you taken into account that at the end of March your bill was increasing by £3 or so?

Re: Charged wrongly since start of 24-month contract

Manatarms84 — Mon, 30 Jun 2025 06:13:00 GMT

Your bill will advise what part of the service is triggering what you believe the over charge is. As mentioned there is a price increase each March which comes into effect in April, there will also be a cost for having a paper bill. There may be other charges such as certain call features you have added or call usage which may be bringing the cost.

if it is simply the core cost of the service and it has been incorrect since day 1 that will need investigating by BT as to why you are paying more - for that you will need to contact them directly

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Mon, 30 Jun 2025 17:09:14 GMT

I'm trying to deal with them in Chat now.

Apparently they would only refund an overcharge of three months because that is "BT policy".

Sounds like a contravention of the Direct Debit Guarantee for a start. I've been a continuous BT customer for more than 10 years.

The problem would be very easy to rectify. Refund me what they've overcharged, and start billing the correct amount that they agreed to charge me! But no, that's too difficult.

Why do they punish customers like this?!

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Mon, 30 Jun 2025 17:51:39 GMT

It's being escalated to the "executive complaints team".

This is entire process seems rather excessive simply for a request to refund overcharged amounts, and to bill the correct amounts going forward. And it's taken nearly two hours of typing to get this point ...

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Mon, 30 Jun 2025 17:54:45 GMT

Thank you.

Re: Charged wrongly since start of 24-month contract

Crimliar — Mon, 30 Jun 2025 18:00:32 GMT

If you have the evidence that you've been overcharged, then if they bring up "BT policy" again, you need to ask if it is BT policy to breach consumer rights law?

Re: Charged wrongly since start of 24-month contract

allanraymond — Mon, 30 Jun 2025 18:30:53 GMT

@Bungaroosh

Sorry to ask the same question as per my previous one.

When you set up your new contract it would list the prices in an email from BT.

If you look at the first bill after your new contract came into effect it would also list the price of the elements of your contract. Was this first bill showing diffent costs to that in the email you received from BT?

This is the first thing I do when setting up a new contract.

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Mon, 30 Jun 2025 18:42:48 GMT

@allanraymond
I didn't look at the bill properly unfortunately. Things were rather busy from October to December. It was a case of "I'm sure they said it would only be £29.99", and I dug through emails and found the one that stated that.

I was remiss; however, for BT to say "It took you too long to mention that WE had been taking too much money out of your bank account, so it's your fault, and we're not refunding you what we have effectively stolen from you. If, however, YOU were to withhold funds from US for the 1 year and 4 months remaining on the contract, we would threaten and harass you and bring legal action against you."

Re: Charged wrongly since start of 24-month contract

allanraymond — Mon, 30 Jun 2025 20:12:35 GMT

@Bungaroosh

I appreciate you may have been busy October to December to check your bills, but assuming you access your account on line you are able to see your bills back to October.

So if you check the bills on line does the one after the new contact show £29.99 and give a breakdown on all your costs?

I do however find it concerning if BT on chat basically tell you hard cheese we are not refunding money owed.

I assume you downloaded a copy of your chat with BT to give you proof of the discussion for when the executive team get back to you?

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Tue, 01 Jul 2025 17:08:31 GMT

@allanraymond

The bills around that time were as follows:

Sep 2024: £40.00
Oct 2024: £42.00
Nov 2024: £32.00
Dec 2024: £37.00
Jan 2025: £37.00

I'll update once I hear from the executive team.

It's bizarre that Billing Customer Services are calling their offer of a partial refund "Compensation". I'm not asking for compensation. I'm simply asking for a refund of the excessive amounts that they removed from my bank account! I find it astounding that it's having to be escalated like this.

If I had overcharged a client accidentally, I wouldn't think twice about refunding them.

Re: Charged wrongly since start of 24-month contract

Manatarms84 — Wed, 02 Jul 2025 06:17:12 GMT

I would let the executive team do what they are there for - I'm sure they will fix it for you.

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Wed, 09 Jul 2025 19:06:41 GMT

Executive Complaints tried phoning me while I was at work. My work situation means I cannot take personal calls during working hours. They tried phoning twice even though I had requested them to contact me via email.

I sent *them* an email explaining the simple issue and how it could be easily resolved and within a few hours they replied with this:

I'm sorry that the complaint has had to be escalated to get things sorted. I've listed below what I've done.

1) I've now amended the pricing to the originally agreed £29.99 and this will reflect from your next bill.

2) I've worked out that you have paid £342.77 since we agreed to lower the price when you should have paid £269.91. The difference we owe you is £72.86.

3) I've requested for the £72.86 to be refunded to you today. This should reach your bank within 5 working days.

Now that the above has been actioned, I've closed your case. Let me know if you have any questions and I'll be happy to help.

So hopefully it has been sorted; I'll see if I actually do receive a refund or not, and whether the monthly cost gets amended.

Bonkers that it had to be escalated to Executive Complaints in the first place. What a waste of their time as well as mine.

Re: Charged wrongly since start of 24-month contract

Bungaroosh — Wed, 09 Jul 2025 19:16:46 GMT

Oh, maybe I've spoken too soon.
I just logged in to My BT and saw this:

Your contract ends on 07 Jul 2027 with 728 days remaining.

Somehow, two days ago, my contract was renewed for two years..?

For an easy life, I'll be happy with them charging me £29.99 a month until then. But I don't know what the heck is actually going on.

Re: Charged wrongly since start of 24-month contract

allanraymond — Wed, 09 Jul 2025 19:17:21 GMT

@Bungaroosh

Lets hope the final outcome puts your future bills on the correct footing and you get a timely refund.

Re: Charged wrongly since start of 24-month contract

WSH — Thu, 10 Jul 2025 12:27:39 GMT

Have you checked it's £29.99 for the next two years?

I've got a nasty feeling that applied to the last contract and you'll find the new one is at a new price. I'd make sure immediately if I were you, then you can exercise your right to quit within 14 days if necessary.

Re: Charged wrongly since start of 24-month contract

zulu17 — Thu, 10 Jul 2025 14:45:57 GMT

@Bungaroosh Suggest you monitor your next two bills as the next one should presumably reflect any one off adjustments and the following one the normal monthly outlays. I would imagine that you would still get annual increases applied at the end of March each year.