"Automatic" compensation delayed, ongoing excuses

[tsbk19]

Hi, 

I had a total loss of service between 10th Aug-23rd August 2024. BT sent out an unqualified engineer on 21st, who was unable to do anything outside flat, despite running diagnostic tests pre appointment. Another engineer booked for 26th, who turned up on 23rd, however fixing the problem.

BT technical failed to update this on their system as fixed until the 13th September, delaying the automatic compensation. They billed me the full amount for that month.

Despite numerous phone calls, they closed formal complaint claiming I made no contact!

Another full amount of bill was produced on the 10th of October.

Another phone call listening to their excuses and a demand for compensation, the call was transferred to tech department, where the operator claimed that a £90 compensation was signed off by the manager.

We are now on day 31, even after their delayed marking of fault as fixed on the 13th September, without any sign of that so-called "automated" compensation.

Is this their regular gaslighting tactics when it comes to compensations?

[naylor2006]

When did that agent say compensation was signed of?

My experience with compensation that isnt automatically applied and is applied by some agent somewhere.....is that it applies to the next bill when it is generated, IE not possible to see it in your account until then, which should turn up as some minus figure.

[tsbk19]

It is supposed to be their automatic compensation should already show on my account as of yesterday (30 days) and it's not.

Also reopened the complaint via chat which they closed again as resolved.

Absolute utter incompetence.

[naylor2006]

Yeah, I get that, im not excusing that part, im just wondering when it was manually 'approved'?

[tsbk19]

10th October, regardless that should be on my account as of yesterday.

[naylor2006]

Which yes I still understand....

My point is, when I had manual compensation applied it turned up when a bill was generated, so you may need to wait for that.

[tsbk19]

Absolutely not. This is the automated compensation scheme they signed up with OfCom. When there's credit on the account, which should be by now, the bill which was generated early October should be paid by using that credit. Or they need to regenerate the bill. Not my problem.

[garybs29]

They're not goung to regenerate a bill. Any credit now would go against future bills

[naylor2006]

@tsbk19 said:

Absolutely not. This is the automated compensation scheme they signed up with OfCom. When there's credit on the account, which should be by now, the bill which was generated early October should be paid by using that credit. Or they need to regenerate the bill. Not my problem.

But it didnt get automatically applied, thats a fact and unfortunately now this is indeed your problem to chase up, nothing is going to change what has happened, I'm not sure what you are asking for today to rectify what happened?

As it has been said, credit and compensation applies when bills are generated, hopefully when you get your next bill it will be applied there. That is what happened to me, I had multi credits and discounts applied due to a complaint and nearly all of them only every turned up when the bill was run.

If it is not there on your next bill then the sad thing is you'll have to chase again.