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neal269
Aspiring Contributor
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Message 1 of 10

The continuing saga!!

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I really don't know where to start!

I think it's fair to say that our relationship with BT has been close to breaking point on more than a few occasions.

At the end of October we renewed our contract. We decided to get another quote from an alternative provider and then rang BT back to cancel (within our rights as it was within the 14 days "cooling-off" period). However, we were told that they could match the price and would cancel the original order, replacing it with the order at the new price agreed.

When the bill arrived a month later, we had been overcharged by £19. It took quite a lot of explaining and investigation but eventually we were refunded and assured (yes ASSURED) that December's bill would be right. The 2nd order had apparently been "stuck in the system" but everything would now work as it should.

Imagine our surprise then when we received this month's bill only to find that we have again been overcharged by £19. 

The new GDPR regulations mean that my wife had to be set up as an Account Manager to deal with this although BT have always dealt with her in the past without any problems. FOUR phone calls later, we still don't know whether we are going to receive the refund - my wife is apparently only showing on the account as a "3rd party contact" - strange that because on my laptop screen it clearly says that she is the Account Manager!

End of tether hurtling this way. HELP!!

 Forgot to mention that they set us up with another contract today too - meaning that the 18month contract we entered into at the end of October will now be 20months long - seems fair!*!

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9 REPLIES 9
Distinguished Sage
Distinguished Sage
547 Views
Message 2 of 10

Re: The continuing saga!!

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Account manager is not the same as account holder

try online billing chat  if they cannot help post back

https://www.bt.com/help/home/contactus/public/echat/prechatsurvey.html?type=r&webreason=10007&num=98...



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neal269
Aspiring Contributor
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Message 3 of 10

Re: The continuing saga!!

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I am more than aware that my wife is not the account holder. I need her to be able to speak to BT on my behalf due to my hearing issues.

I am in a Live Chat with Patak at the moment and will let you know if anything/nothing is resolved.

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neal269
Aspiring Contributor
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Message 4 of 10

Re: The continuing saga!!

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Well no surprises there! We will have to wait for our refund until the next billing cycle!!!

How can this be perceived as good customer service? We have had too much money debited from our bank account but that's OK because we can wait a month to get it back - or not as the case may be.

FUMING!!

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Distinguished Sage
Distinguished Sage
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Message 5 of 10

Re: The continuing saga!!

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unfortunately that appears to be how BT accounting system works    if next bill not sorted post back and see if mods are able to help



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neal269
Aspiring Contributor
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Message 6 of 10

Re: The continuing saga!!

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Not good enough; I will be taking this further.

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Moderator
Moderator
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Message 7 of 10

Re: The continuing saga!!

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Hi @neal269 I'm  really sorry to see you've been overcharged for your BT service, if a credit has been applied against charge thats already been collected by direct debit we do have the option to refund this back to the bank account it has been collected from.

It also sounds like the person helping with your complaint has had to place an order to get you on the service with the correct pricing or discounts going forward and we would normally ensure there is sufficent notes added to the account to make sure that the original contract period is honoured.

If you'd like the mod team to look at this for you please use the 'click here to contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

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neal269
Aspiring Contributor
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Message 8 of 10

Re: The continuing saga!!

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I have done as you suggest and contacted the moderators to ask them to look into this.

Interestingly, I have received an e-mail from BT Customer Service about my complaint in which they advise me that my issue has been resolved. I would just like it on record that this issue is most certainly NOT resolved as far as I am concerned.

Thank you for your assistance.

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Moderator
Moderator
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Message 9 of 10

Re: The continuing saga!!

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@neal269 Thanks I can see your details are in our queue. I hope you don't I've removed the ref as it's best not to post any details like that on the community.

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Moderator
Moderator
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Message 10 of 10

Re: The continuing saga!!

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Hi @neal269 I can see that your case handler has been in touch with you on the 28th. The billing issue of you been incorrectly charged has been fixed and they have resolved the complaint with you.

Cheers
John  

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