Ive been fighting since the beginning of December over my account. My phone/Broadband package ran out last October freephone anytime, unlimited broadband for £27. November I was out of contract and I paid £35 for the same package in which was my mistake as I thought it was November when it ran out. I rang for a mac code so I could search the net to see if I could find something cheaper. There was very little difference, so thought about my useage. I rarely use the phone so decided to go for the option 2 package free evenings and weekends and broadband. I rang BT to arrange this and the foreign person I was speaking to spoke to her superviser and told me I could have my previous package at an even more reduced rate of £21! Wow, fantastic! So I thought. On a morning beginning of January my internet and phone was disconnected unless I paid £66! I couldnt get in touch to dispute this as the phone was dead. The very same morning a letter arrived saying the same. Reluctantly I paid the £66 to get the ball rolling so to speak. I couldnt get anyone to justify what the £66 was for as the forein person couldnt understand and I was having great difficulty understanding them! I'm assuming that it was Dec missed payment of £21! What I did find was that the DD at my bank had been cancelled not by me or my bank in December so it had to have been the first BT caller that offered me my previous original package! Last month I rang to get the package that I wanted "Evening and weekends free and broad band option 2" for £26.40 first payment back end of February. Surprise surprise BT stole £49 from my bank account without anything in writing to let me know! I have been on the phone for an hour or so to try and get this mess sorted out. I spoke to a foreigner and couldnt understand what he was on about so asked to speak to a superviser. I spoke to the superviser who spoke perfect English only for him to pass me over to one of his colleagues who once again was a foreign speaking person *sighs* She told me that my account was £97 in arrears!!! What for is beyond me! I complained that BT had stolen from my account £49 with a numerous "pardon's, what did you say?" She is now sending me a cheque for the £49 in the next 14 days, I wont hold my breath! Since November-February of this year, I have paid £150.91 to BT for their incompetence for not giving me the package that I wanted in the first place which would have been £28 x 3 = £84 Dec,Jan and Feb. We are very low users of the phone and the odd occasion (I can count on one hand) we do make a phone call, it is very brief and use it once or twice per week in the evenings. I think, and stress I think, that I have entered into yet again another contract for £24.85 per month. Funny how BT can break the contracts so easily but the customer who is dissatisfied cant! I told the foreign lady that I want it all in writing for my records. Oh and I was told I had opted for paperless bills in which I didn't! This hassle has all been caused from the original call back in December and at the cost of ME! This is down right extortion and people other than the customer should be held to account. Other than disconnecting peoples internet and phone, perhaps BT should look into the customers records and listen to their phone calls! I paid a lot of money when I first came to BT to get a new line installed and was paying way over the top for "calls that I might make!" I thought I was being loyal staying with BT when my contract ran out, obviously not and I can't wait to get away from them, the quicker the better!
Hi Welcome to the forum
I suggest you contact one of the UK based BT Care Team who moderate this forum, they should be able to help you resolve this problem for you
They can be contacted using this link BT Care Team