Incorrect final bill

[Lm6]

I'm in the process of waiting for an incorrect bill being resolved. Long story short, advised/recommended to switch over to EE, keeping same package etc, but updated to be with EE broadband. Email received saying I owed over £600. Raised this with customer service at BT, which was taken to the Values team to resolve as this is incorrect . I was assured 3 weeks ago that this is going to be resolved in 48 hours. I simply want to have the overdue payment removed from my account, as a) it's not a payment I owe and b) if I hadn't moved to switch to EE as suggested I wouldn't be in this position. Getting to the stage where I've now made many complaints and I'm getting nowhere, and considering contacting the ombudsman. Has anyone had experience of the length of time this takes to resolve? As it's causing me a great deal of anxiety.

[Leanne_T]

Hi there @Lm6 

Thank you for coming to the community.

I'm very sorry you have an overdue payment showing after transferring to EE, and this has not been sorted for you when you have been in touch. 

Can I just check, what did the team advise when you last got in touch? Do you have an open complaint with an executive guide and they are getting this looked into?

Speak to you soon. 

Leanne.

[Lm6]

Thanks for the response Leanne. The team just advised it was sitting with the values team and because it's such a large amount it's stuck at the approval process. I've raised a number of complaints but then they seem to get closed before they're looked into. Last time I spoke with anyone they said that the values team is looking into it but now I'm not really sure if it is being looked into. 😞

[Leanne_T]

Thanks for coming back to me @Lm6 

I would like to help you get this looked into, to do this I have sent you a private message for some extra details. Please take a look and get back to me when you get the chance. 

Leanne.