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Installment plan...late fees charged

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I have a query regarding a 3 month installment plan that BT offered me when I was in recent financial difficulty. My date for paying the bill was always the 15th of the month, and the installment plan required payment on the 15th anyway, which was ideal.

The plan started on 15th of January when 1 of 3 monthly payments had to be made. When I phoned in to pay it, I was asked if I wanted to pay the late fee??? This was never mentioned when I was offered the plan, as there would be no late payment as it would always be scheduled for the 15th, so I said no, thinking this was possibly an error and paid the installment due.

On 15th February, I contacted BT online and made payment of the 2nd installment.

On 22nd February (today), my broadband suddenly went off with a BT message online saying that my broadband had been suspended due to non payment of 2 late payment fees (ie a late fee for the 15th Jan payment and another late fee for the 15th Feb payment).

 

I called BT and they said they could not re-instate services until payment was made, so I had to make payment of 2 late fees (£35).

Basically, why am I having to pay a late payment fee when I pay on the date as specified in the installment plan?

Any advice please?

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Message 2 of 3

Re: Installment plan...late fees charged

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Sorry... added in error

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Message 3 of 3

Re: Installment plan...late fees charged

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Refunded by BT

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