I have had endless problems with BT since September and would like to see if others have had similar experiences.
In September I moved house and contacted BT a month in advance to make necessary arrangements. I was told there was an “open order” on my account and no one could identify exactly what it was (nothing I had instigated) which meant I could not arrange for set up at my new property. I called, used online chat, was sent from one person to another, given endless “computer says no” excuses. It honestly took them a month to finally resolve and meant that I was without my phone and broadband in my new home.
Fast forward and once the problem was finally resolved I received a new hub and was told I’d be sent a bag to return the old hub. The bag never arrived.
I then had a hospital stay and major surgery - my BT hub was not the top of my list.
I received a text on 24th November telling me I’d be charged £50. Spoke to them via online chat and explained the surgery situation and I was told a pause would be put on the equipment charge and that it would be collected by courier the next day. It was collected on 25th November, I have the receipt.
On Friday 13th December BT tried to take a DD payment for services including an extra £50 for the returned kit. This made my account go overdrawn (this is a bills account, I transfer enough to cover bills but don’t have excess funds in there just in case a company decides to take nearly double what they’re owed!). Unbelievable. Contacted BT by online chat again, received apology, money refunded and guaranteed that the correct amount only and no more would be taken in a few days.
Today I receive a text saying my DD has failed and threatened that they will be charging me and not allowing me to pay by DD again.
I have done absolutely nothing wrong here and I’m furious that “missed payments” may affect my credit rating. I have never missed a payment in my life.
Anyone had similar experiences?
