£430 for 3MB Fibre Infinity that lasted 10 days!

[nomoneyleft]

How on earth do I get a refund fron BT and dtop them taking money from my bank account!?

I signed up for BT Infinity and it went live. I live in the country so didn't expect really fast but after a couple of days it was actually slower than my previous standard broadband so after several discussions with tech support they suggest I cancel.

So I called cancellations within 7 days of the servive going live who were very helpful and was told that I could cancel without penalty and the line rental saver I paid upfront would be refunded.

I awaited my final bill and guess what - no refund and £220 early termination fee.

Having called the billing department 3 times and spent over 2 hours on the phone with them, each time them telling me the final bill has been cancelled and they have refunded me the line rental saver I have had another £193 taken from my account today.

What on earth do I do to get this sorted?

[imjolly]

see if forum mods can help - they are BT employees and will post here

[JohnC2]

Hi @nomoneyleft Sorry that you were not able to get a good speed on your Infinity broadband and have been unable to get the billing issue resolved.

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

[NeilO · Accepted solution]

@nomoneyleft I called there but missed you. I'm really sorry about the incorrect charges that have been collected in error. I've made arrangements to get these refunded and I'll call again tomorrow to discuss this with you. 

[nomoneyleft]

It appears my issue has now been resolved. Just waiting for the refund to appear in my account.

Many thanks Neil!

[nomoneyleft]

Hi Neil,

Just to confirm I have now received the refund.

Thanks for all your help!

[NeilO]

@nomoneyleft that's great thanks for letting me know. Once again I'm sorry about the incorrect charges and delay getting that back to you.