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Message 1 of 3

Business Billing Complaint Escalation

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We've had an ongoing business billing issue since August 2023, with duplicate & incorrect billing.

We had an upgrade to our BTCloud & BT.Net accounts, and due to the way it had to be handled we have ended up with two old accounts with no service attached and two new accounts with the new services attached 

The old service was ceased in August 2023 but was still billed after the cease was confirmed, and now after the various credits being applied BT owe us a refund of just short of £4k on the old .net account which needs refunding prior to the account being closed down and we have been passed from piller to post with no resolution either from customer services or from the "Escalation Team" .

the latest trick from the escalation team is to send an email that they are going to call, don't actually call, and then send another email saying no reply.

I can't see any other way to escalate this any higher to get a resolution, any suggestions ?


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Message 2 of 3

Re: Business Billing Complaint Escalation

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Welcome to the BT Residential Customers forum


As you are a business user, please could you post on the BT Business forum at



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Message 3 of 3

Re: Business Billing Complaint Escalation

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I was not aware that forum even existed.

would be helpful if the forums were clearly marked as residential or business......