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prasadm
Contributor
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Message 1 of 8

Money back from BT

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I am writing for advice on behalf of my son who is in University. He has had a contract for BT infinity (at full rate of 48.99 despite availability of deals available at the time, I might add), which was for 18 months at his rented accomodation in Coventry. However after several discussions with cutomer services on phone and email - related to price increase in Feb 2017), they agreed to terminate the contract and terminate service in Oct 17. This was done in writing. BT terminated the servcie, closed the account, BT then took an additional 49 GBP from his account with direct debit, and so he complained to customer services and cancelled the direct debit. Despite several emails from Customer services and several calls to the billing team, BT still has not sent him the cheque - he was told that the refund could only be sent by cheque since direct debit wa cancelled-. Since I was really paying for the service even though it was in my son's account, I also spoke to billing team. Their response varied from the cheque has been sent but delayed due to the royal mail christmas volumes, then saying the cheque was not made because we were not entitled to a refund and customer services were wrong, and then saying some of the correspondence records were done on a private section of their tool and the cheque will be received in the next 5-10 days. And this period is also now over, and now customer services also has stopped responding to his emails. We are also not being told where we can escalate the issue for him to get the money back, I am asking for help in way forward? Short of writing to Gavin Patterson or taking BT to courts, what other recourse do I have ? I want to make sure we have done everything reasonable before I take external steps. For my son it is not a small amount while in university. Can anyone advise ?

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7 REPLIES 7
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Money back from BT

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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prasadm
Contributor
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Message 3 of 8

Re: Money back from BT

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Thank you 🙂
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RobbieMac
Moderator
Moderator
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Message 4 of 8

Re: Money back from BT

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Hi @prasadm

 

Thanks for your post and welcome back!

 

Sorry that you feel £49 was taken incorrectly from your Son's account after it was agreed the account would be terminated.  I'd need the account details to understand exactly what happened.

 

Can you send me over the details and we'll get back in touch?  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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prasadm
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Message 5 of 8

Re: Money back from BT

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Have sent you a PM with details Robbie, Thanks
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Money back from BT

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@prasadm wrote:
Have sent you a PM with details Robbie, Thanks

You cannot use a PM, you must use the contact the mods link  which looks like this

 

Moderator contact link image

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prasadm
Contributor
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Message 7 of 8

Re: Money back from BT

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Apologies, I misunderstood. I have now used and sent the information using Contact the mods link as you mentioned.
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prasadm
Contributor
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Message 8 of 8

Re: Money back from BT

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A big thank you to the moderators. After raising this issue here a few phone calls from BT and a persistent BT employee, my son finally got his cheque yesterday.

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