£9.99 setup charge

[jam2000]

I've been charged £9.99 for setup charges, I was advised on the phone that this would not be charged and would be refunded.

Can someone look into this please?

[gg30340]

If you call BT 0800.800.150 and ask for billing they should be able to assist you.

[zulu17]

Just an observation £9.99 sounds more like a delivery charge  for equipment  ( eg TV. Box) amount rather than a connection/activation fee for a service.

[NigelB72]

@jam2000 it'll probably be charged to your account and then a credit placed on the account. The credit may appear on a different bill though 

[jam2000]

It's not showing up on my predicted next bill.

I was told by the adviser I would not be charged this and yet they've charged me.

Are there any mods able to help please?

[imjolly]

did you phone CS as suggested by @gg30340 

[gg30340]

It does not take a moderator to "fix" this. They usually only become involved when all other avenues have been tried and failed.  If you call the Customer Services as I have already the should be able to resolve this for you.