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payment not showing on my account

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I am awaiting  my March 2020 bill to posted on my account today. When I went onto My BT app it says that my Feb 2020 bill has not been paid but will be added to my March 2020 bill. This is not the case, I have my bank statement which details that my Feb 2020 bill was paid/taken from my account on 03 March 2020 (Which is the same time the DD usually comes out of my account)

Only under a week ago my account was saying that I owed no money and my account was up to date.

However, I recently received a refund to my account for £109 that was happily sat in my BT account after a nice discount was applied to my account (The refund was awarded to me after a recent complaint, that was solved). The discount has now gone from my account and it looks like it has been paid into my bank account instead (which is fine).

I think when my refund was removed from my account to my bank, something went wrong and my payment has been removed as well, however the payment of£29.49 has not been refunded.

Long story short, I paid for my Feb 2020 bill on 03/03/2020 of £29.49 and you are still saying that I owe it. I am guessing this will be added to my March 2020 bill but why should I pay twice for the Feb 2020 bill. I suggest that my account is updated to reflect my payment. So when I get my bill through it is correct and not showing a default payment for Feb 2020.

I am awaiting eagerly for your response

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: payment not showing on my account

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this is a customer help customer community forum and you post does not go to BT



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