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Beginner
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Message 1 of 5

We have been charged for no service

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Please can someone in the UK help us to recover a charge made on our account for phone and broadband which we never received. We switched on 10th May but nothing happened. After making many calls to Customer Services who even arranged engineers twice, we took time off work but never arrived. We have given up trying and my partner rang customer options today to close the account. He was told there would be no bill or disconnection charges. He checked his account later to find money taken out of his account. Not happy!
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Distinguished Guru
Distinguished Guru
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Message 2 of 5

Re: We have been charged for no service

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Welcome to the forum. If the payment was taken by direct debit, your partner can simply tell his bank that it was incorrect and they must refund the money. Once that's done, please return here if it doesn't end the matter.

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Beginner
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Message 3 of 5

Re: We have been charged for no service

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Hello again, my partner contacted his Building Soc for a refund, they said they will request it back from BT but nothing has appeared. He phoned Customer Options to close the account. However, today (13/6/16) he picked up a voice message from BT from a man saying that he is happy to confirm that the connection was completed today. We are now with Sky who are connecting us tomorrow (14/6/16). What next?
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Distinguished Guru
Distinguished Guru
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Message 4 of 5

Re: We have been charged for no service

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If you've got a service with Sky, just ignore the BT message. Tell the building society they're wrong and demand a refund - they must refund it to you immediately then chase BT to get their money back. See bullet point 3 of the Direct Debit Guarantee.

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Beginner
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Message 5 of 5

Re: We have been charged for no service

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Thank you for your help. We received the refund.
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