I have just transferred to BT.It has taken a lot of phone calls, chats and engineers but finally we have broadband working. I paid £218.79 up front on June 12th and the monthly amount to be collected was then £25.50. The billing information in My BT tells me that £78.90 will be taken near 21st of July. I have raised this on the phone and in Chats but the error persists. I have spent well over 12 hours of my time trying to get the broadband working and i really can't do that all over again to get the bill sorted. Jez in Lincoln has sorted a couple of issues out but this one remains. We were given a case manager who phoned once last Thursday, the day after the broadband was up and running. She did not leave a return number to call but when we emailed her that afternoon we got an automated reply to say she was out of the office until 16 July when we will be on holiday in France. It is quite clear where the error lies. We have been charged twice for broadband. On the itemised bill we have been charged both £52.49 and £31.99 for broadband and calls. We should only be paying the £31.99 element of these two charges as this is what we signed up to online. I don't know where else to go to get this sorted. Please can you help
As you have mentioned the case worker would be your best bet. The only thing I can suggest is the billing chat one more time, We could ask the moderators to look into this for you but it would take a few days for them to get in touch and then look at the case. And as your away I am not sure if that would be any better than the case worker.
I would try the billing team one more try. If you want a moderator to help next week let me know.
Had contact with case worker who said (like many other people along the way) that they would raise it with team. £78+ has now be taken from my account. No resolution has been reached. What more do I need to do?