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Message 1 of 6

Money Illegally Taken from my account by BT

I'm sorry its resorted to having to create a profile on the BT Forum but I'm at the end of my tether and if this is not resolved have been informed to take legal action.


I was a loyal BT Customer for 8 years but decided in November 2012 to switch to Sky Broadband for our broadband and line rental. We had not upgraded our BT Broadband for sometime and were out of contract with BT but just kept the same deal and didn't bother going for a new contract even though we could have saved money. Plus we hadn't received any new equipment from BT since our original old style white wireless router (so 5 or so years without any new equipment from BT).


Our BT Broadband and BT line rental was set-up to pay be monthly direct debit which was always paid.


• I had £40.00 taken from my account on the 8.11.12 by BT GROUP PLC by Direct Debit


• Our BT Broadband and line rental finished on the 13.11.12


• SKY Broadband and line rental started on the 14.11.12


• I had £61.50 taken from my account on the 10.12.12 by BT GROUP PLC by Direct Debit


• I had £61.50 taken from my account on the 1.1.13 by BT GROUP PLC by Direct Debit


I have used the online help tool and have spoken with 6 different people now trying to get this matter resolved and was informed that a cheque would be issued for the outstanding amount that had been taken.


• I received a cheque this morning for £40.88!


I want to know where the rest of my refund is? and why BT took £61.50 from my bank account in December 12 and January 13 and when I can expect to get this money refunded?


To say I am furious about this is an understatement and after taking advice from my solicitor have been advised if this matter is not resolved or an adequate answer provided in the next 21 days have been advised to take legal action. I am very disappointed in the way BT have handled this issue.


As someone who always praised BT to other friends and family feel I have been let down and had money illegally taken from bank account purely because of my decision to change broadband and telephone provider.

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Distinguished Sage
Distinguished Sage
Message 2 of 6

Re: Money Illegally Taken from my account by BT

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.

Please delete your phone number and e-mail, as this is a public forum.


If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.


They can be contacted using this link BT Care Team


They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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Distinguished Sage
Distinguished Sage
Message 3 of 6

Re: Money Illegally Taken from my account by BT

as this is a public forum please for your own security delete your phone number and email address


any money taken from your account by DD without your consent can be reclaimed by contacting your bank - part of the DD guarantee

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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Community Manager
Community Manager
Message 4 of 6

Re: Money Illegally Taken from my account by BT

Hi Reido1980,


Welcome to the forum.  Sorry to read of the problems you are having.  I can sort this out for you.


Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.

Once I pick this up the buck will stop with me, you wont need to call BT.




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Message 5 of 6

Re: Money Illegally Taken from my account by BT

I have a similar experience, due to BT imcompetence I've been totally without phone or broadband for the last month but stilll they billed me and taken money from me for that period. Is there any difference between BT and a low-life thief or con-man? Ican't see that there is.

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Distinguished Sage
Message 6 of 6

Re: Money Illegally Taken from my account by BT

@forbesk I suggest you contact the forum mod team as SeanD has offered there help they will get your problem resolved
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