cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
LesleyO
Beginner
1,604 Views
Message 1 of 7

Incorrect billing amount

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

0 Ratings
Reply
6 REPLIES 6
Dean007
Recognised Expert
1,599 Views
Message 2 of 7

Re: Incorrect billing amount

Hi @LesleyO

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. 

BT Billing Online Chat

I would try the billing team one more try. If you want a moderator to help next week let me know. 

0 Ratings
Reply
LesleyO
Beginner
1,588 Views
Message 3 of 7

Re: Incorrect billing amount

Giving it a go. 

0 Ratings
Reply
Dean007
Recognised Expert
1,577 Views
Message 4 of 7

Re: Incorrect billing amount

Hi @LesleyO

How did it go? Were they able to help?

 

0 Ratings
Reply
LesleyO
Beginner
1,574 Views
Message 5 of 7

Re: Incorrect billing amount

Very pleasant as with all the chat line workers. He tells me he will raise it with the team. All sounds good but if I could have a £1 for every assurance I have had on chat lines and phones the last three weeks, I’d be rich indeed. I will let you know what feedback I get. Thanks for your help
0 Ratings
Reply
LesleyO
Beginner
1,572 Views
Message 6 of 7

Re: Incorrect billing amount

Very pleasant response from chat line (as all the phone conversations and chats have been). I was assured they would raise it with the team. If I could have a £1 for every assurance like this that I have had over the last 3+ weeks then I would be rich indeed. Thanks for your help. I will let you know the outcome.
0 Ratings
Reply
LesleyO
Beginner
1,512 Views
Message 7 of 7

Re: Incorrect billing amount

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?

0 Ratings
Reply