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oeg
Beginner
263 Views
Message 1 of 4

charged line charge for seven months after paying 12 months of Line Rental Saver

Between December 2014 and June 2015 inclusive I have been overbilled each month for an amount equivalent to the monthly line rental despite the fact that I subscribed to the Line Rental Saver for 12 months (starting on 25th June 104) by paying in advance £159.84. I trusted BT would act honestly and efficiently so I didn't pay much attention to my bills. I only realised of this problem when I received a reminder to renew my Line Rental Saver plan. 

I have phoned BT customer service three times already. The first time (on July 16th 2015) I was told that BT owed my £115 and that I was going to be reimbursed within five working days. That never happened. I phoned two more times (on 21/9 and 14/8) to complain and each time I was told the same (I was going to be reimbursed within five working days) but nothing happened.

I'm planning to send a written letter but maybe I should wait until the 16th of August and contact the ombudsman instead. Does anybody have advise on what I should do next to get my money back?

Thanks in advance,

oeg 

 

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3 REPLIES 3
Keith_Beddoe
Distinguished Sage
Distinguished Sage
261 Views
Message 2 of 4

Re: charged line charge for seven months after paying 12 months of Line Rental Saver

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

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then 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 cannot deal with service issues that way.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks

 

 

 

modpicture.jpg

 

 

 

This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it

 

 

 

Image2.jpg

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SeanD
Community Manager
Community Manager
256 Views
Message 3 of 4

Re: charged line charge for seven months after paying 12 months of Line Rental Saver

Hi Oeg,

 

Thanks for the message and welcome to the forum.  I am so very sorry that you appear to have been charged for line rental even though you paid in advance through our line rental saver scheme.

 

I will need to take a peek at your account to find out what went wrong.  Rest assured I will get to the bottom of this and make sure that any charges that have been raised in error are corrected and refunded.  Please click on my username (SeanD) and you will find the 'mods contact link' under the 'About me' section of my profile.  fill in your details and leave it to us, we will be in touch in a couple of days.

 

Cheers

Sean

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oeg
Beginner
223 Views
Message 4 of 4

Re: charged line charge for seven months after paying 12 months of Line Rental Saver

Thanks a lot Keith!

Oscar

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