BT overcharging, withholding refunds, wasting my time and ignoring my complaints!

[jackterry]

My service was ceased out of contract in January but BT has charged me until April and they are not refunding me. I have called them many times and am always promised a refund which never happens. The call centre staff are unable to escalate or own the issue and so they just go round in circles wasting my time. I have tried emailing customer service and I am ignored. It looks like either BT is not interested in resolving the issue or they are trying to withhold money or their systems are so rubbish that they can't even produce a final bill.

[john46]

Hi

I am sorry to see you are having problems

I suggest you contact live chat at this link they should be able to help you

http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums

[anne49]

That does not make me feel hopeful of receiving my final bill then! i advised BT asap when we exchanged contracts of a cessation date...this was a 2nd property sale and did not need to take the service elsewhere.It was not 30 days so would be charged 2 weeks line rental......no mention of how long it takes to get a final bill and no mention of still taking the DD! Like an idiot I assumed that I would be able to view th e final bill online within a couple of weeks!!!!! NO NO 40 days ! They want 30 days notice but take 40 days to produce the bill. we were already in credit and the end date was not even halfway thru the quarter...but they still took 2 months DD.

every time I ring BT I am met with a Call Centre where the agents don't have access to the account billing data...what is the use of that!It's a closed account apparently, but you can still collect a monthly regular DD???

I am expecting quite a substantial refund and have been advised that it will be done via my DD.......which is why I did not cancel it.......worrying if you are having problems getting your £££ back.

I think BT need to look at their billing system and basics like collecting the usual monthly DD when the account is closed...if they are able to take a DD then to take the closing balance as the final DD would be expected, not each month beforehand!  I wonder what OFCOM think of thiese practices/

[jackterry]

In the end I got through to someone with intelligence via online chat. They called me and said they have closed my account and sent the cheque. Don't bother with telephone or email support it is a waste of time as they can't do anything. I am starting to think this is a scam.

[john46]

anne49

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

[anne49]

I rang today as I was told my bill would be done today...the agent could not access any billing as my bill was being produced!!! Wait and see what it says?? But I agree that no one was that interested from the customer's viewpoint and I was beginning to wonder just how "kosher" their practices were!

[john46]

if you still have problems use the link I posted the forum mods will get your problem resolved for you

[anne49]

Thanks...I will when I've seen the final bill or it's not forthcoming in te next couple of days.