£11.99 Charge for Installation - need refunded

[jules13]

Hi - I have been charged for installation fee after agreeing a new contract, but it was agreed on the phone that this would be deducted.  This has happened before.  

Please could this be refunded.

Also there was mention in a letter a while ago about transferring over to digital and compensation of £10 would automatically be automatically applied (I have lost the letter). I mentioned to BT twice about this when phoning up about my new contract) and two different people said to keep checking my account, but it's not there.  Could you explain this please?

Thank you

[iniltous]

Are you sure it’s for installation and not something like a charge for delivering a new router ?

[Keith_Beddoe]

@jules13 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

[jules13]

@iniltous 

It includes 'activation,  installation and delivery and appears on the bill under 'Other Charges'.  It was definitely waivered at the time of going through all the new contract.  

[jules13]

@Keith_Beddoe 

Thanks - I knew customers were on this forum but I thought BT staff too could help.

[Keith_Beddoe]

@jules13 

The moderators are a very small team, and can only help if all other options have failed.  BT customer services normally manage to fix most billing issues, but are not always helpful with complex technical issues.

You should see a full breakdown of any charges showing on your bill.

[NeilO]

Hi @jules13 Welcome to the community and thanks for posting. That's a delivery charge for equipment, I can see you mentioned that the sales advisor agreed to deduct it. This is normally done via a credit, have you checked your previous bill to see if the credit appears there?

Thanks
Neil

[davematthews]

This has just happened to me today, I only had £15 in account as that is what was left for BT Essentials. Going to have to phone up BT again today to figure out what has happened as I confirmed this on a separate call to ensure that the £11.99 had been waivered.

[Graham71]

I have also tried to renew my contract on line and again they wanted £11.99 from me. I haven't renewed and will just let the contract roll over. I assume I can do that without any issues.

BT are getting worse by the day

[davematthews]

Just of the phone to BT. They said the credit wasn't applied, but they have done it now. However the issue of me not being able to see my bills online are a problem still (over a week) and she said it was a known issue which will get resolved.

I reminded the lady that part of the Direct Debit Guarantee is that you are suppose to see a bill of how much exactly you are going to pay before a direct debit can be authorised.

BT you need to sort this!