Just to add I have filled in two online email complaints which state they will respond in 24hrs, well 3 days so far nothing! Who can i call when I cannot trust any one In BT to tell the truth? they could have firstly not made the billing mistake, secondly fixed it as promised, thirdly appologised and fixed it yesterday. but now it is just turning into hours of was
Welcome to the forum and thanks for your post.
I am sorry that things aren't right with your billing and that the refund hasn't been processed yet. I would like to sort this out for you.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will be in touch.
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but i have already used the email part of my bt pages 2 times with no reply in 72 hours.
so here goes AGAIN as requested
Thank you for your enquiry. We will respond to your enquiry 'as soon as possible' (how long is that?). Please make a note of your enquiry reference number and use it in further correspondence.
Your enquiry reference number: 150513-xxxxxx
so what happens next? do I have to wait days more?
or do I have to call 0207 981 3040 tomorrow as clearly BT takes money that is not theirs even when they say they won't so their customer service and billing is clearly not fit for purpose.
It can take upto 3/5 days
3 to 5 days to get a response ! it said on the automated response when i filled in the form for you 24 hrs but up to 48 hrs if busy. that is NOT 3 to 5 days in my book. really is no one listening or able to call me the customer and help me? it has already been a month
My advice would be not to contact customer services again. By re-contacting Customer Services it can lead to confusion about who is dealing with your problem.
Now that you have replied to the moderators, they will get back to you when your reply reaches the top of their work stack and they will take personal ownership of your problem until it is resolved.
The reason for the incorrect information regarding their time scale is that normally they will get back to you in 24 hours however when they are exceptionally busy it can take longer. As that is demand driven it is not always possible to predict it and change their "splash" screen to reflect this at the time.