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Beginner
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Message 1 of 6

Direct Debit doubled due to one off situation - how to amend down?

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Normally I hardly pay anything for landline calls - just the line rental and Broadband.  (No Issues, all fine.)

Due to my partner being very sick for a few weeks I did make a lot of landline calls during that period - 15 hours plus.

BT have now doubled my Direct debit, their automated systems no doubt adjusting thinking this is the new normal.  It isn't, zero call charges since their recovery - and I changed to Anytime. 

The Account will be in credit at the next bill.

Summary
19/Q4- Normal no call charges
20/Q1 - 15 plus hours of call charges - expected and billed.
20/Q2 - Normal no call charges.
20/Q3 - Account will be in credit and surplus.

How do I get BT to drop the the Direct Debit back to the original level? 

I don't wish to wait until Xmas for BT to realise I need a refund, or they reduce it to a ridiculously low amount and we start paying bill yo-yo for a year. 

Thank you!

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Direct Debit doubled due to one off situation - how to amend down?

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This is a customer help customer forum and your post does not go to BT

phone 150 then billing 



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Moderator
Moderator
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Message 3 of 6

Re: Direct Debit doubled due to one off situation - how to amend down?

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Hi @Geoffrey_H,

Welcome to the Community and thanks for your post!

I'm sorry to see that your partner has been unwell recently.  I really hope that they're feeling better and are on the mend.  I completely understand where you are coming from with the excess usage only happening for a short period of time.  You can have a word with our Live Chat team who should be able to help.  They may not be available over the weekend but you can have a chat with them at the start of next week.  Here's the link to get in touch  >>  Live Chat Team  <<

Feel free to post back to let us know how you get on chatting with them.  Any problems, we'll be here to lend a hand 🙂

Cheers,

Robbie

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Beginner
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Message 4 of 6

Re: Direct Debit doubled due to one off situation - how to amend down?

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Charming!

Curious considering BT point people here for help.

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Beginner
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Message 5 of 6

Re: Direct Debit doubled due to one off situation - how to amend down?

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@RobbieMac 

Thank you for the helpful and positive reply! Glad to know someone understands! And yes, partner okay now.

Will give the 'Live Chat Team' a try in a while and let you know what happens.

Cheers!

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Distinguished Guru
Distinguished Guru
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Message 6 of 6

Re: Direct Debit doubled due to one off situation - how to amend down?

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You're obviously on the Monthly Payment Plan, which has long been problematic and, given that monthly charges are generally consistent these days, is of little benefit. I would switch to monthly whole billing; if you do that while your account is in credit, the amount owed to you will be applied to subsequent monthly bills until it has been used up.

Be aware that this particular penny has now dropped with BT and they recently began to phase out quaterly billing, so you would not be able to revert.

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