Complaint re Billing

[BadTelecoms]

I called BT  on 30 Jan 2024 to complain about the excessive monthly charges for BT broadband, around £77.  I was offered a new plan at £64.99 which I accepted.  However, the new plan was not implemented as promised and I later discovered that the billing had not only continued at the old rate but had actually increased to £84.

(i) How do I obtain a refund of the excess charge?

(ii) Please provide the contact details to file a complaint with Ofcom

[VeteranISPUser]

Hi @BadTelecoms   

You cannot complain to Ofcom until you have a deadlock letter from BT. So your starting point is to open a complaint with BT.

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[BadTelecoms]

Doesnt address my questions

[BadTelecoms]

I followed up with Chat support who referred me to a "Values Expert", who just turned out to be one of the guys who answers enquires on the general number.

The sales team had previously informed me that they had made a note on the account re the situation and i would receive a response in 5 days.

The "Values Expert" told me that, on the contrary, I would not be hearing more on this from BT for 90 days, after which I would get a letter updating me on their progress.

FYI:  One thing the chat support was able to provide was a case number, which I can now use to avoid further instances of conversations not being properly recorded or acted on.

[BadTelecoms]

I am now in contact with the billing dept to try to get a refund of the overbilling by BT.

[VeteranISPUser]

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@BadTelecomswrote:

Doesnt address my questions

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Hi @BadTelecoms   Just checking that you are aware that this is primarily a customer to customer help community. You are not talking to BT.