Huge issue going on weeks now!

[CJ94]

Posting for my 86 year old FIL who doesn’t have internet! 
He got a bill in months ago, he takes it to PO and pays there, he does not do DD, neither does he want to! At PO the bill wouldn’t scan so he couldn’t pay. He contacted BT that day and was told a new bill would  be sent! Fast forward nearly 3 months, repeated calls, no bill! One person said they would send payment card, that was two weeks ago and nothing! Now threatening letters coming weekly! He now has until 20th March or they will cut him off for non payment! Disgusting way to treat an 86 year old man who has had BT all his life and paid the minute the bill came in! 
Any advice welcome! 

[imjolly · Accepted solution]

try contacting the billing team using message now on this link

https://www.bt.com/help/contact-bt/account-and-billing/broadband

are you shown as account manager or do you have POA so you can discuss the account.  if neither then you need to be with FIL so he can authorise you to talk on his behalf

[CJ94]

Managed to get it sorted! Finally. Contacted them on his behalf and got very nice young man who sorted it out 

[CJ94]

Unfortunately BT didn't bother doing what they said they would and my FIL has got a bill including the amount they said they would waive!!

[Rach_H]

Hi @CJ94,

Thanks for keeping us updated with this. Have you been able to reach back out to the team and query this?

Rach

[CJ94]

Yes, reached out today. They had promised to clear whole outstanding balance as goodwill gesture but only credited account with £11. Also the initial reason we contacted them was because the barcode on original bill in January wouldn’t scan at Post Office . They resent bill twice but charged us £4.80 each time!! Adding insult to injury we never got either of them! 

They have now sent a bill with an outstanding amount of £15 (balance from original bill they were supposed to clear) plus the £9:60 for sending two replacement bills, plus his usual charges making £52. Hopefully got someone else who has fixed it properly 

[Rach_H]

I'm glad to hear you've been able to speak with the team @CJ94, and I'm hopeful this is all sorted for you now.

Rach