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Willb
Aspiring Contributor
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Message 2 of 6

Charged for an aerial installation that never took place.

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I ordered the aerial installation before moving in to a new property not realising there was an existing aerial set up already in place. So. I cancelled the aerial installation (once I eventually got through to them) they were very pleasant and told me that I would not be charged. However, a £60 charge (for the aerial installation that never actually took place) was still added to my bill.
I tried to resolve this through chat via the app but was cut off. Please help.
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Willb
Aspiring Contributor
280 Views
Message 1 of 6

Re: Billed for Aerial Installation that never happened

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I had the same problem with the aerial installation.
I cancelled it and was told I wouldn’t be charged however... £60 charge was stilladded to my bill.
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Distinguished Sage
Distinguished Sage
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Message 3 of 6

Re: Charged for an aerial installation that never took place.

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 4 of 6

Re: Charged for an aerial installation that never took place.

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Hi @Willb,

 

If the aerial installation was canceled you shouldn't have been charged. I'll be able to get this corrected for you. Please can you send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Moderator
Moderator
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Message 5 of 6

Re: Charged for an aerial installation that never took place.

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Hi @Willb,

 

Thank you for sending your details. I gave your home number a quick call, I'm sorry I didn't get speaking to you today.

 

I'm sorry you've been incorrectly charged for the Aerial installation. I can confirm that I've refunded that charge in the form of a credit to your BT Bill. The details of this credit will be shown in the credit section of your next bill.

 

Please accept my apology for that charge being raised incorrectly.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
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Kudos”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Willb
Aspiring Contributor
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Message 6 of 6

Re: Charged for an aerial installation that never took place.

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Thank you
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