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Message 1 of 3

Incorrect billing since March - formal complaint not responded to

BT has been billing the wrong prices for a new contract set up in March. I have tried many times to get this resolved, receiving contradictory information from different people in the value team and odd reasons why it couldn’t be resolved immediately, such as ‘there is a job outstanding on the account’. I raised a formal complaint in July, chased it to be told it had been closed, but they couldn’t say why. Got it reopened. Chased it again, to be told a manager had looked at it at the beginning of August, nothing since. How do I get through to somebody who can sort this once and for all? Thanks for looking

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Message 2 of 3

Re: Incorrect billing since March - formal complaint not responded to

try here

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...



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Message 3 of 3

Re: Incorrect billing since March - formal complaint not responded to


Thank you  very much for that. I have emailed the issue to the Consumer Resolutions department. Incidentally, I had a private message from someone who asked for my mobile number to try and sort the matter. There followed a very disconcerting phone call, allegedly from EE Mobile (who I do not use), who knew a lot of information about my account including address, bank sort code and part of my account number, asking for additional account number information for security purposes, which I refused to give. During the call, my BT account was changed and I was sent a Microsoft Security code which I was asked to quote, but didn’t. He wanted to take 1p from the account. Again I refused and ended the call. I say this to alert others as it didn’t sound or feel right.

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