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Aspiring Contributor
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Message 1 of 5

Not receiving bills following mobile upgrade

I upgraded the data contract on my Family 2 SIM mobile bundle online on 15th August but instead of being charged the monthly fee stated in the order I was put on a contract charging a substantial amount more (well over £150/month more!).  Following two online chats, a complaint and a phone call from the billing department I was assured that the original amount agreed would be charged and received a refund for the overcharge that appeared on my bill dated 23rd August.

However, since then have yet to recieve another bill (due on the 23rd of each month) for any BT service (including phone, broadband, TV and mobile).

In a third online chat on October 15th a new complaint was raised over the lack of billing and I was assured that I would be contacted by someone to explain and that I would definitely receive a bill on October 24th.  No bill has arrived and no contact has been made.

How can I directly contact someone that is able to sort this out as the online chat seems to be worse than useless?

Ian

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4 REPLIES 4
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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Not receiving bills following mobile upgrade

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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Aspiring Contributor
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Message 3 of 5

Re: Not receiving bills following mobile upgrade

Thanks Keith.
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Moderator
Moderator
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Message 4 of 5

Re: Not receiving bills following mobile upgrade

Hi @ian59,

Welcome to the Community and thanks for posting.

I'm sorry to hear that you have been billed incorrectly after upgrading your family sim, did you take out a 40GB package by any chance?

I've sent you a Private Message with details on how you can get in contact with the mod team so we can look into this for you.

Thanks

Matt

 

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Aspiring Contributor
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Message 5 of 5

Re: Not receiving bills following mobile upgrade

Yes. It was a 40GB package. PM sent.

Regards, Ian

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