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Leigh320
Aspiring Contributor
670 Views
Message 1 of 9

January bill missing

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At the end of January I noticed a higher than usual (more than double) direct debit from BT. When I checked for my bill online it was not there. The last bill still shows as December.
I called customer services and they said they could not see the bill either and therefore cannot explain the high direct debit. They said they would submit a technical request and my bill will be available within 48 hours.
Two days later I checked again, still no bill. So contacted customer services again, this time via web chat. After what seemed like an eternity waiting after I had explained the problem they came back with the same answer, the bill will be available in 48hours. After I explained that was what I had already been told I was assured it would definitely update this time.
So..... 9 days later I still can't see my bill.

Is anyone else having the same problem?
Not sure if I should wait for my February bill due next week or submit a complaint.
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8 REPLIES 8
Ectophile
Distinguished Guru
668 Views
Message 2 of 9

Re: January bill missing

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Leigh320
Aspiring Contributor
658 Views
Message 3 of 9

Re: January bill missing

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Yeah, just spotted that one and another similar
No solutions though. Not sure I can face another call to be told the same thing again
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renny07
Aspiring Contributor
623 Views
Message 4 of 9

Re: January bill missing

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Well it's no consolation for you, but I'm glad I'm not the only one!

I refused to pay until it's sorted.

This has caused quite a bit of stress but I'm not giving in to this. Been waiting for 5 weeks for this to be resolved, only John from here has been true to his word and called - sick of promised calls.

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NeilO
Moderator
Moderator
607 Views
Message 5 of 9

Re: January bill missing

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@Leigh320 Please use the 'click here to contact the mods' link in my forum profile to send in your details and we'll be happy to help with your missing online bill. You can find the link by clicking on my username.

Thanks

Neil

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Leigh320
Aspiring Contributor
598 Views
Message 6 of 9

Re: January bill missing

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Thanks Neil. Done. I hope your team can help.
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DanielS
Moderator
Moderator
562 Views
Message 7 of 9

Re: January bill missing

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Hi @Leigh320,

 

I've picked this up for you and I'm getting it investigated for you. It'll take a couple of working days before I hear word back. I'll check up on this again on Tuesday and get back in touch with you.

 

Thanks

 

DanielS

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DanielS
Moderator
Moderator
535 Views
Message 8 of 9

Re: January bill missing

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Thanks for speaking with me about all of this @Leigh320.

 

I'm glad I've been able to help.

 

Take care and enjoy your evening.

 

All the best

 

DanielS

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Leigh320
Aspiring Contributor
504 Views
Message 9 of 9

Re: January bill missing

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Thanks again @DanielS
Refund received as promised
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