Charged for an aerial installation that never took place.

[Willb]

I ordered the aerial installation before moving in to a new property not realising there was an existing aerial set up already in place. So. I cancelled the aerial installation (once I eventually got through to them) they were very pleasant and told me that I would not be charged. However, a £60 charge (for the aerial installation that never actually took place) was still added to my bill.
I tried to resolve this through chat via the app but was cut off. Please help.

[Willb]

I had the same problem with the aerial installation.
I cancelled it and was told I wouldn’t be charged however... £60 charge was stilladded to my bill.

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[PaddyB]

Hi @Willb,

If the aerial installation was canceled you shouldn't have been charged. I'll be able to get this corrected for you. Please can you send me in your details using the "Contact The Mods" link found in my profile.

Thanks

PaddyB

[PaddyB · Accepted solution]

Hi @Willb,

Thank you for sending your details. I gave your home number a quick call, I'm sorry I didn't get speaking to you today.

I'm sorry you've been incorrectly charged for the Aerial installation. I can confirm that I've refunded that charge in the form of a credit to your BT Bill. The details of this credit will be shown in the credit section of your next bill.

Please accept my apology for that charge being raised incorrectly.

Thanks

PaddyB

[Willb]

Thank you