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Aspiring Contributor
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Message 1 of 8

cease charge was going to be refunded, but still hasn't after 2 months

 

Hello,

 

Twice so far I've called BT customer service to complain about the cease charge: if you move to an area without BT service, you don't have to pay it. I moved to the Netherlands, so indeed there's no way for me to continue BT service.

 

Yet it still appeared on my bill. During the first call, I was told: "This is not the final bill! It will be removed again on the final bill.". The person I talked to (Sumit? Sandeep? I forgot his name) assured me it would be removed, and he would send a confirmation e-mail to that effect immediately. I never received that e-mail.

 

About a month later I got the final bill, and the charge was not refunded. I called customer service again, and again talked to a friendly operator who assured me he would refund the charge, and he would send me a confirmation right away. I also did not receive such an e-mail.

 

What am I supposed to do? Call again??

 

Please fix this.

 

thanks,

 

Patrick

 

 

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7 REPLIES 7
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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

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 edit out your account number, as this is a public site. Your account number is confidential.

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Distinguished Sage
Distinguished Sage
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Message 3 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

I have asked a moderator to provide assistance, they will post an invite on this thread.

 

Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.


Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.

 

 

modpicture.jpg

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Highlighted
Aspiring Contributor
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Message 4 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

 

Thanks for that.

 

11 days on, nothing yet 😞

 

It's annoying that whenever you need to pay, things are super-easy, but when

the money has to go the other way, they make it as hard as possible.

 

Strangely, I got an e-mail last night (!) saying:

"Your topic recently received a reply.

..

Did it solve your problem?"

 

with no recent reply in sight...

 

Patrick

 

 

 

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Moderator
Moderator
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Message 5 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

Hi pmin00,

 

I'm really sorry about that, I can't see anything in the email queue from you. If you have an email reference number can you PM this to me and I'll get it picked up. 

 

Thanks

 

Neil

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Highlighted
Aspiring Contributor
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Message 6 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months


I'm really sorry about that, I can't see anything in the email queue from you. If you have an email reference number can you PM this to me and I'll get it picked up. 

Thanks for your reply, I'll send a support e-mail then (hadn't done that yet).
Patrick

(although I'm having the hardest time now trying to find a way to send e-mail to support..)

 

Edit: I managed to get support via the "online chat", and my issue has been resolved, finally.

 

But seeing is believing, so I'll update this thread one more time once the charge has actually been refunded.

 

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Highlighted
Aspiring Contributor
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Message 7 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

 

Ok, we're now one month on from the (confirmed (!)) refund of the cease charge,

still nothing has been refunded... 😞

 

 

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Highlighted
Aspiring Contributor
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Message 8 of 8

Re: cease charge was going to be refunded, but still hasn't after 2 months

 

Another month gone, and the charge has been refunded (!)

 

Consistent with the BT policy (or most large companies really) to:

- make it as easy as possible to pay them money (e.g. authorize direct debit)

- make it as hard as possible for them to return money to you,

 

It was sent as a _cheque_ (of course), and even though from repeat communications

it was clear I'm living in the Netherlands now (which caused the complaint in the first

place), the cheque was sent to my old UK address (!)

 

An embarrassment for BT in my opinion.

 

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