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Supersocks72
Beginner
1,484 Views
Message 1 of 9

Understanding my bill

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I have just received my latest bill and I really cannot understand it. I have recently moved house and it seems to have made a nightmare of my bill. I have line rental saver but have been charged line rental, though it has been refunded from my old number, but then I've been charged 58p for a day?? Then I had bt TV starter at my old number which I assumed would come with me here as i didnt ask for anything to change, but no.......I've been charged extra for not completing my BT TV service (even though I didn't cancel it), then I've been charged for broadband services (which should have been covered by the TV service). I also want to make sure that the redirection service I'm paying for is for 3 months  I was told it was a special price for 3 months yet it isn't mentioned on my bill. 

My ref is *******. I've been on hold for over 15 minutes so have given up. I've also been waiting over 25 minutes for the online live chat Which hasn't happened yet. Please help!! Or suggest a way I can speak to someone English, though I doubt it'll achieve me anything. 

Please help!! Pleeeeeaaaasssseee!!! Customer service is shocking so I'm hoping you can come up trumps for me! Fingers tightly crossed.

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8 REPLIES 8
NeilO
Moderator
Moderator
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Message 2 of 9

Re: Understanding my bill

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@Supersocks72 I'm sorry to see your bill is incorrect, did you manage to get through on the chat link

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Supersocks72
Beginner
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Message 3 of 9

Re: Understanding my bill

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Hi NeilO.  Eventually I did. I'm sure they handle several chats at once! She has upgraded my chat and someone is going to ring me in the next 48 hours to talk to me about it (hopefully). So fingers crossed! 

Thanks for replying. I'll let you know....

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NeilO
Moderator
Moderator
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Message 4 of 9

Re: Understanding my bill

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@Supersocks72 good stuff, thanks for posting back to let me know.

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Supersocks72
Beginner
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Message 5 of 9

Re: Understanding my bill

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Hi NeilO

Well, glad I didn't hold my breath! No one rang me. Not surprised really as your (BT) customer service is shocking! Why is it so difficult to get help?? It's not just me. A friend has just left BT after nearly 30 years because of customer service. 

Any chance you can look at my bill for me please, or do I need to try to get help some other way?

Thank you! 

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RobbieMac
Moderator
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Message 6 of 9

Re: Understanding my bill

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Hi @Supersocks72

 

Thanks for posting back!

 

I'm very sorry that you never received the call back!  I agree that when a promise is made is should be honoured and I'm sorry again that never happened.

 

As you aren't getting anywhere with this we will pick this up from here and give you a hand to sort everything out.  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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Supersocks72
Beginner
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Message 7 of 9

Re: Understanding my bill

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 Thank you RobbieMac.

I have emailed you through the contact form. Hoping you can help!!

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Supersocks72
Beginner
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Message 8 of 9

Re: Understanding my bill

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Hi RobbieMac

 

Well, I thought it couldn't get any worse.....haha silly me!

I ordered 3 months of caller redirect on my old number at a special price. Unsurprisingly, BT have taken it off and now my old number is unrecognised. I've just had a very upset phone call because of this. 

I'm tired of fighting your company. What is wrong with you all? No one rang me (again) so that's 2 promises broken. How the hell is anyone supposed to sort things out?? If you ring for help/complaints you're on hold for ages and I mean ages. 45 minutes isn't ususal, and then nothing changes. My bill is still mixed up and then this on top....

I truly cannot cope with this much longer. 

PLEASE help.......why is it so difficult??

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JohnC2
Moderator
Moderator
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Message 9 of 9

Re: Understanding my bill

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Hi @Supersocks72 Glad we were able to get this sorted for you in the end.

 

Many Thanks

John

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