Charged wrongly since start of 24-month contract

[allanraymond]

@Bungaroosh 

I appreciate you may have been busy October to December to check your bills, but assuming you access your account on line you are able to see your bills back to October. 

So if you check the bills on line does the one after the new contact show £29.99 and give a breakdown on all your costs?

I do however find it concerning if BT on chat  basically tell you hard cheese we are not refunding money owed.

I assume you downloaded a copy of your chat with BT to give you proof of the discussion for when the executive team get back to you?

[Bungaroosh]

@allanraymond 

The bills around that time were as follows:

Sep 2024: £40.00
Oct 2024: £42.00
Nov 2024: £32.00
Dec 2024: £37.00
Jan 2025: £37.00

I'll update once I hear from the executive team.

It's bizarre that Billing Customer Services are calling their offer of a partial refund "Compensation". I'm not asking for compensation. I'm simply asking for a refund of the excessive amounts that they removed from my bank account! I find it astounding that it's having to be escalated like this.

If I had overcharged a client accidentally, I wouldn't think twice about refunding them.

[Manatarms84]

I would let the executive team do what they are there for - I'm sure they will fix it for you.

[Bungaroosh]

Executive Complaints tried phoning me while I was at work. My work situation means I cannot take personal calls during working hours. They tried phoning twice even though I had requested them to contact me via email.

I sent *them* an email explaining the simple issue and how it could be easily resolved and within a few hours they replied with this:

I'm sorry that the complaint has had to be escalated to get things sorted. I've listed below what I've done.

1) I've now amended the pricing to the originally agreed £29.99 and this will reflect from your next bill.

2) I've worked out that you have paid £342.77 since we agreed to lower the price when you should have paid £269.91. The difference we owe you is £72.86.

3) I've requested for the £72.86 to be refunded to you today. This should reach your bank within 5 working days.

Now that the above has been actioned, I've closed your case. Let me know if you have any questions and I'll be happy to help.

So hopefully it has been sorted; I'll see if I actually do receive a refund or not, and whether the monthly cost gets amended.

Bonkers that it had to be escalated to Executive Complaints in the first place. What a waste of their time as well as mine.

[Bungaroosh]

Oh, maybe I've spoken too soon.
I just logged in to My BT and saw this:

Your contract ends on 07 Jul 2027 with 728 days remaining.

Somehow, two days ago, my contract was renewed for two years..?

For an easy life, I'll be happy with them charging me £29.99 a month until then. But I don't know what the heck is actually going on.

[allanraymond]

@Bungaroosh 

Lets hope the final outcome puts your future bills on the correct footing and you get a timely refund.

[WSH]

Have you checked it's £29.99 for the next two years?

I've got a nasty feeling that applied to the last contract and you'll find the new one is at a new price.  I'd make sure immediately if I were you, then you can exercise your right to quit within 14 days if necessary.

[zulu17]

 @Bungaroosh  Suggest you monitor your next two bills as the next one should presumably  reflect any one off adjustments and the following  one the normal monthly outlays.  I would imagine that you would still get annual increases applied at the end of March each year.