Can I retrieve previous bills more than 15 months

[TariqMakkawi]

Dears,

I am desperate to get some previous bill for my BT account bills, 15 months bill only available online, and I phone the call centre, and inform me only store 15 months on their system. 

any recommendations please ..

Best regards   

[conrad · Accepted solution]

Any company has to keep accounting records for at least 6 years - this is a legal requirement  https://www.gov.uk/running-a-limited-company/company-and-accounting-records

BT might not like it but they must be able to access past invoices much older than 15 months even if the call centre can only access up to 15 months. You may need to escalate your request higher up but ring the call centre back and ask for the details of the department you need to talk to - if they try to fob you off point out the legal obligation on accounting records to give a push in the right direction. You may well have to pay for any copies you want.

It's very easy to download your bills and save them to avoid ending up with your problem.

[TariqMakkawi]

Thank alot dear, very valuable advice. I will call them again. 

[Chris__S]

Hi @TariqMakkawi  Here's a handy link which explains how to view and download up to 15 months of your BT bills, Just click this link here: How can I view my bill online with a My BT account

Do you require bills for any period further than 15 previous months?

Chris S

[TariqMakkawi]

I appreciate your help. Yes, I need invoices older than 15 months.

[Chris__S]

Thanks for letting me know @TariqMakkawi 

If you need bills that date back further than 15 months, you'd just need to give one of our billing guides a call, and then they can help you with your request.

To speak to a billing guide, you'd just need to get in touch via one of the numbers listed on our Contact Us page

Chris S

[TariqMakkawi]

All dear, 

I really appreciate your great advices, it help me alot to find a solution. I was near to give up after the first response from their customer service call centre. 

I called them as yoy recommended, the second lady was very helpful, she told me that they keep 5 years record only I need to fill a form, which had been sent to my email, once I submitted it I received notification that they will send my required documents via the email within one month. 

Thank very much all of you guys. 

Best regards 

[Chris__S]

Thanks for letting us know that you managed to find a solution @TariqMakkawi 

I'm really glad that the second lady that you spoke to was able to send out the form for you to complete.

If you'd like to rate your experience with us, you can just visit Trustpilot to leave a review.

If there's anything else that you need from us, just let us know.

Chris S

[TariqMakkawi]

Update:

---

Following your valuable advice and guidance, I contacted the BT Customer Services Centre and was asked to fill out a DSAR (Data Subject Access Request) form. They sent me an email confirming that the requested invoices would be sent within one month of the request date via email. 

Unfortunately, even after a month had passed, I did not receive the invoices. I followed up with them again, and they informed me that it's against company policy to send invoices via email — although they had initially confirmed that the invoices would be sent to my registered email.

I then requested that copies be sent by post to my registered address. They confirmed the documents would arrive within six working days, but nothing was delivered. I called twice more to follow up and confirm my request — each time, they charged me a fee, even when I was simply asking for an update (every call update was a new request with paid fee) 

To date, I’ve been charged a total of £86, and I still haven’t received the documents. I’m really confused and very frustrated. I honestly don’t know what to do at this point.

Best regards.

[conrad]

You can register a complaint by phone  0330 1234 150  

You could complain by email to the BT Chief Executive - a google search gives the info.

This is the link to the BT complaints page  https://www.bt.com/help/contact-bt/complaints