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catinahat
Newbie
1,588 Views
Message 1 of 11

Late payment charges last month and now another? No warning of bill die and paid 2 days late

Hi everyone, this is my very first post so please be patient if I post in the wrong area od get it wrong? My problem is similar to another forum users whose post I've just read, like him/her, I am disabled after having a brain aneurysm/stroke and in receipt of benefits. I was late with paying my bill last month as my benefits were erroneously stopped. In total, I was charged £20 in late charges (despite actually overpaying, as my payment crossed with a second, amended bill). I tried to call someone when my service was suspended but got a call centre in India who I could barely understand and I couldnt resolve my query; in the end the only way I was able to get my services reinstated was to pay a full amount of £120. I did this in hope of resolving it after being reconnected. Because of the mix up with the Feb/March bill, I went online to try to find out what my bill for April was going to be. At that point, it only informed me that there had been £13 in calls made, so I believed I had plenty of time to pay my bill as I couldnt see anything about the date it was meant to be paid by... I've gone online now to pay my bill in full only to find it was due to be paid by 4 May (Ive paid it this morning 6th May) however, it says Ive possibly incurred another late payment charge. In addition to this, I was in hospital on Friday and hadnt received any notice that the bill was due or whether it was about to be late/oncur more charges. I'd also tried to request info regarding reduced line rental costs for people on benefits and cant any joy with that either. Ive been with BT approx just over a year now but am getting very disheartened already as I am seeing costs creep up and up and there seems no way to easily sort problems if you need to be in contact with someone who can assist... its either a series of annoying phone recorded prompts, or a call centre in Asia where the operators cannot deviate from script as thery simply dont understand and i cant understand them.... Dont mean to sound offensive, but its the truth. Any suggestions? I'm at my wits end and moreso as I have just found out I have additional health issues which are going to take up a lot of time in hospitals with medical appointments etc, thus possibly inadvertantly incurring more late charges!!! PS I only have a basic flexi saver account that my benefit gets paid into so cant set up DD; I then transfer money onto a prepaid credit card to pay my bills. Many thanks in advance everyone/anyone who can help?


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10 REPLIES 10
Distinguished Sage
Distinguished Sage
1,582 Views
Message 2 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

the customers on the forum cannot help with your problem only BT.

 

I suggest to contact the mods using this link

 

contact mods



can take up to 3 working days for mods to contact you - may take 5 days due to a backlog just now

 

I have flagged your post to the mods and you may get a reply sooner but you still need to complete the email in the link




If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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Patty-L
Recognised Expert
1,569 Views
Message 3 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

Hi catinahat,


catinahat wrote:  Snipped

Hi everyone, ( I'd also tried to request info regarding reduced line rental costs for people on benefits)



 

 

Once all this is sorted, it may be a help if you read the following link to see if you are entitled to BT basic.

 

http://www.bt.com/includingyou/other-products-services-bt-basic.html?s_cid=con_FURL_btbasic

 

Regards Patty-L

Moderator
Moderator
1,566 Views
Message 4 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

Hi Catinahat

 

Welcome to the forums.

 

I can have a look at your account and assist with your billing issues.

 

As per Imjollys post send us in an email and we will be happy to assist you with this.

 

Thanks

 

Stuart

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WatchdogTS
Aspiring Expert
1,545 Views
Message 5 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

I think you should open a bank account, or leave BT and get a PAYG dongle with O2.
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Distinguished Sage
1,533 Views
Message 6 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

@WatchdogTS many people on state benefits for varos reasons are unable to obtain a bank account and are left with limited banking feature like a basic cash card with no direct debit facility or debit card function the poster has stated that and the have a pre paid credit card that they use for bill paying this means they have to be able to get out to place money on the card before hey can use it and as the poster has poor health and has recently been in hospital has for good reason not been able to make payments as they would normally a little thought about your replies as could save further upset to a poster with obvious health issues
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WatchdogTS
Aspiring Expert
1,522 Views
Message 7 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

John46, my cousin gets state benefit paid into his bank ac, you can open one for as little as £1.00 The only reason why someone might be refused is if they have seriously bad debts, even then I think you can still get a basic credit account.
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Distinguished Sage
1,520 Views
Message 8 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

we do not know the posters finacial position and do not need to the simple fact is they have posted for help  in sorting out there present problem in a constructive way and the mods are now involved  to help the poster

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WatchdogTS
Aspiring Expert
1,513 Views
Message 9 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late


@john46 wrote:

we do not know the posters finacial position and do not need to the simple fact is they have posted for help  in sorting out there present problem in a constructive way and the mods are now involved  to help the poster


No offence but what the blazes are you talking about, I gave practical advice that can potentially save the poster a lot of money in late payment charges. 

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Roisin
Newbie
1,446 Views
Message 10 of 11

Re: Late payment charges last month and now another? No warning of bill die and paid 2 days late

Definately look at BT basic as suggested by Patty L, I've been in a position where having Direct Debits was impossible, and actually if you'd had a bank account set up with such and had these problems with your benefits etc I assure you your problems would be much WORSE as the DD's would have been paid, probably with an extra bank charge on each as you wouldn't have the cash to pay them yet they would still pay them, and then daily charges for being overdrawn and to top it all a percentage charge for being overdrawn without prior arrangement!  To be honest, Direct Debits are the first thing I tell friends to cancel if they know they're about to hit a financial desert...

 

As for BT, write a letter allowing someone else you trust to be able to handle your account enquiries and bills etc for you, this will have to ne written and I suggest sent recorded post, a little extra but at least they can't say they didn't receive it.  This then means someone else can act on your behalf fully whilst you're in hospital (perhaps look into doing this with your other bills too, just in case?).  Getting hold of them via their online chat facility is usually a great solution for most problems and worth trying, perhaps asking them to rescind your late payment charges, if this is the first time you've been late paying you may well find this possible, offer to provide medical certification if needed, although word of warning, most doctors will charge for that, your hospital consultant may not though, the consultants specialist nurses are usually very happy to help with these things.  If not, ask for them to spread the payments out, especially if you are able to get onto the BT basic as this is provided for those in hardship, which if it doesn't apply to you right now I'd be surprised. 

 

Extra point, at the hospital get hold of the PALS people, although they're there primarily for issues within the hospital they can be a great source of support and help, or at least point you in the right direction for help, for issues outside of hospital too...   Good luck.