Charged wrongly since start of 24-month contract

[Bungaroosh]

Hello,

I renewed a contract with a retentions advisor in October 2024.
Fibre 2 at £29.99 a month for 24 months as confirmed in email received at the time.

Since then, I've just seen that I've never been charged the correct amount. I need a large refund and the proper amount to be billed each month.

I can't face hours of agony on the phone however to sort this out. On the bill there is a postal address which I'm tempted just to send the documentation to. An email address for a billing agent would be even better.

It ought to be straightforward:

I want the regular monthly amount to be the same as in the "Your BT Package Details" confirmation email, and I want a refund for the amounts overcharged since the start of the contract.

Can anyone suggest the least painful route to getting this sorted out?

Many thanks.

[imjolly]

the forum mods do not have account access so will refer you to CS  however you can try the message now link to billing and see if they can help   https://www.bt.com/help/contact-bt/account-and-billing/broadband

[allanraymond]

@Bungaroosh 

As I understand it you renewed your contract around about October 2024 and it is only now that you have noticed you have been paying more than your contacted price?

I religiously check my bills each month and whilst I don't expect everyone to be that diligent I find it very odd that it has taken 8 months or so to find you have been overcharged.

Each month you should get a bill reminder from BT to check your account how is that any overcharging wasn't picked up earlier? The bill statement also list the various cost of your contract.

Have you taken into account that at the end of March your bill was increasing by £3 or so?

[Manatarms84]

Your bill will advise what part of the service is triggering what you believe the over charge is.  As mentioned there is a price increase each March which comes into effect in April, there will also be a cost for having a paper bill.  There may be other charges such as certain call features you have added or call usage which may be bringing the cost. 

if it is simply the core cost of the service and it has been incorrect since day 1 that will need investigating by BT as to why you are paying more - for that you will need to contact them directly

[Bungaroosh]

I'm trying to deal with them in Chat now.

Apparently they would only refund an overcharge of three months because that is "BT policy".

Sounds like a contravention of the Direct Debit Guarantee for a start. I've been a continuous BT customer for more than 10 years.

The problem would be very easy to rectify. Refund me what they've overcharged, and start billing the correct amount that they agreed to charge me! But no, that's too difficult.

Why do they punish customers like this?!

[Bungaroosh]

It's being escalated to the "executive complaints team".

This is entire process seems rather excessive simply for a request to refund overcharged amounts, and to bill the correct amounts going forward. And it's taken nearly two hours of typing to get this point ...

[Bungaroosh]

Thank you.

[Crimliar]

If you have the evidence that you've been overcharged, then if they bring up "BT policy" again, you need to ask if it is BT policy to breach consumer rights law?

[allanraymond]

@Bungaroosh 

Sorry to ask the same question as per my previous one.

When you set up your new contract it would list the prices in an email from BT.

If you look at the first bill after your new contract came into effect it would also list the price of the elements of your contract.   Was this first bill showing diffent costs to that in the email you received from BT?

This is the first thing I do when setting up a new contract.

[Bungaroosh]

@allanraymond
I didn't look at the bill properly unfortunately. Things were rather busy from October to December. It was a case of "I'm sure they said it would only be £29.99", and I dug through emails and found the one that stated that.

I was remiss; however, for BT to say "It took you too long to mention that WE had been taking too much money out of your bank account, so it's your fault, and we're not refunding you what we have effectively stolen from you. If, however, YOU were to withhold funds from US for the 1 year and 4 months remaining on the contract, we would threaten and harass you and bring legal action against you."