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Not long had a new line with Infinity boadband put in. Completely happy with everything apart from the confusion in paying for it!
Initially, direct debit was set up to take an amount each month which was great apart from the date it came out of my account. On 12/12/14 I rang the help line to change the date which for some reason couldn't be done unless it was changed to a monthly direct debit payment plan which we did. From then on payments of £29 would be taken from my account 2 days after pay day which was great. I received a confirmation email to confirm this.
On 10/01/15 I logged in to my BT account I was suprised to see my bill was £130.00 with no payment plan set up. I immediately got on to the help line again who couldn't say why the initial agreement had not been done but that he would set up another agreement for me. I wasn't happy but agreed because I couldn't see any other option. An agreement was set up to debit £36.50 from my account each month. I received a confirmation email and a direct debit form instucting my bank to pay in the post which I completed and sent on.
Logging in to my account today I noticed that once again no payment plan has been set up on my account. I got on to the help line again who said they could st up a whole bill direct debit plan and give me an extention to pay the £130.00 outstanding balance until March. I tried to explain why I was so annoyed but he wouldn't listen and just kept reeling off the option above and I ended up putting the phone down on him in frustration.
If I set up a payment plan again, how do I know it's not going to fail like the previous two? Why should I be struggling to clear an amount that has built up because of BT's incompetence?
I don't want to pay the whole quarterly bill all at once. I want to pay each month like initially set up but at a time when my wages are paid in to cover the payments. Not a lot to ask. Now I don't know what to do.
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