on 24-01-2017 5h52
When I first ordered BT broadband i asked for a unlimited bt infinity, but ended up with standard 25gig limited Bt broadband (which I did not ask for).
I rang BT up and said that there had been a mistake and that I did not want the 25gig limit, I had made it clear in the first phone call that I wanted unlimited. The BT representative acknowledged their mistake and told me that "the package would stay the same, but I would never be charged for using over 25gig". Basically 25gig limit was now unlimited.
I received a bill a few months ago that was £90 so I rang BT and got a refund, yesterday I received a bill of £155 it should have been around £30. After talking to the BT representative yesterday I was told I would get a "ring back", but nothing. I'm going crazy here couldn't sleep last night now my bank account is overdrawn and I can't pay other bills like my council tax.
I really don't know what to do, I've also tried to email BT but that can take up to 7 days to get answer. I'm at the end of my tether here please help me.
Solved! Go to Solution.
24-01-2017 6h44 - edited 24-01-2017 6h46
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.
Meanwhile, contact your bank and tell them the direct debit was unauthorised, an they will refund the money.
24-01-2017 6h58 - edited 24-01-2017 6h58
It could take them a while to deal with your problem, so I would still contact your bank to save being overdrawn.
Forum members would initially suggest trying live chat, but I assume you have already tried the route?
24-01-2017 7h40 - edited 24-01-2017 7h41
I have used live chat now, but not yesterday. I always thought (maybe wrongly) that I would only be talking to a bot?
The chat resulted in them saying I'd receive a phone call. Just like they said on the telephone customer support line yesterday, but I never got the call.
I just want to leave BT now, nothing has gone right. I hope I can leave with no leaving charges as I'm not a fault here. BT has become a terrible company.
on 24-01-2017 7h47
If live chat could not help, then wait for one of the BT moderators to post, they start at 0800, they will sort it all out for you.
on 24-01-2017 8h15
Welcome to the forum and thanks for your post!
I'm sorry that you were put on to a limited broadband option when you had asked for an unlimited package which has now resulted in charges appearing on your bill. I appreciate the time you have taken to try and get this sorted out.
Can you send us over your details and we will help you with this from here? Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
24-01-2017 13h18 - edited 24-01-2017 13h33
So I get a phone call from BT today after making a complaint, the call was exactly the same as yesterdays conversation.
"We'll ring you back", after all the rigmarole why bother ringing just to say "we'll ring you back"? I'm stuck in loop here.
This is awful, the system is so convoluted and vage it's the complete opposite of what it should be... Support. It's should be called "Customer frustration".
on 24-01-2017 13h31