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Jillity
Contributor

‎31-12-2019 12h01 - edited ‎31-12-2019 12h02

573 Views
Message 1 of 7

How do I get my Bill amended

I cancelled anytime calls last September but it's still showing on my bill.  I've actually had a refund for one overpayment but now there are charges for the next three months.  I've spent the last three days asking to have the bill amended but with no joy.  The last agent said they would deal with it and it would take 4 or 5 minutes.  Half an hour later I was still waiting and had to assume they'd just forgotten me.  I made a complaint about this as it's unacceptable.   Is there anything else I can do?

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6 REPLIES 6
Jillity
Contributor

on ‎31-12-2019 12h19

564 Views
Message 2 of 7

Problems with the website

Is anyone else having problems with the BT website?  If I login to the website I get a message that says, 'Sorry, we are unable to fetch the requested information.'  I can get to my bill if I hover over My BT on the right hand side and go through the menus.  If I click on My BT anywhere I just get error messages.  I was passed to a specialist team but all they could suggest was that it would probably resolve itself eventually.  I have tried in a different browser but the same thing happened. 

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-Richie-
Guru

on ‎31-12-2019 12h20

555 Views
Message 3 of 7

Re: How do I get my Bill amended

Once generated a bill can't be amended, is the anytime calls part of the broadband package or an addon ? If it's an addon it will have a separate charge.

To remove the addon ring 0800 800 150 and you want either the Value or Loyalty teams, they can remove it.

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Jillity
Contributor

on ‎31-12-2019 15h01

512 Views
Message 4 of 7

Re: How do I get my Bill amended

Thank you for your reply.  Anytime is an add on and I have already cancelled it back in September 2019.  Three different agents have told me it's on record as being cancelled then but it's still being added to my bills.  Hopefully the complaints team can resolve it as obviously I don't want to pay for something that was cancelled and shouldn't have been added to the bill.

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-Richie-
Guru

on ‎31-12-2019 15h37

500 Views
Message 5 of 7

Re: How do I get my Bill amended

Did you get an email confirming it was removed ? If so then you need to ask BT to raise a DI (Data Integrity) request, sounds like the order never completed correctly and it's lurking in the background.

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Jillity
Contributor

on ‎31-12-2019 15h40

493 Views
Message 6 of 7

Re: How do I get my Bill amended

I can't remember if I got an email.  It was three months ago and I rang the bereavement line and cancelled by phone.  It is on the records as your agents have looked it up and confirmed it was cancelled. 

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JohnC2
Moderator
Moderator

on ‎31-12-2019 17h32

478 Views
Message 7 of 7

Re: How do I get my Bill amended

Hi @Jillity welcome back and sorry that your bill is not correct. It does sound like a data integrity error as suggested by -Richie-. We are quite busy at the moment but to ensure that your bill is fixed for the future it would be best to let us help you. I've sent you a Private Message with details on how to contact the Mod team.

cheers
John 

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