HELP! Trying to link old premium email account to new(ish) BT account
I believe this message is most likely for a moderator as I've exhausted other avenues.
We opened a BT broadband/phone account in June 2015 after moving home and foolishly believed our historic email account would transfer or "link" to the package. This was not the case as a £1.60 email charge has been debited from our account each month since joining BT Broadband. I accept that we should have queried this sooner however a letter informing us that the charge will soon increase to £5.00 served as the catalyst to sort this out. So, when I attempted to link the account, the nightmare began. I was informed via Live Chat that I would need to continue to pay for the account - despite being a broadband customer where email is part of the service. I then stumbled upon this forum and was provided with a phone number (0808 100 6778). I spoke with a seemingly helpful representative who claimed that she was raising a "backorder" (or something of this nature) so that the accounts would link. She also said I would be refunded £1.60 for March and then will automatically refunded £5.00 each month when the fee increases. They were also going to ring me to confirm the change was complete. This has not happened. I checked my account and was just charged the £1.60 so nothing has been corrected at all - it's as though the conversation never happened!