6 weeks later and I'm still fighting to get this resolved. RobbieMac phoned me 20 days ago to say he was taking over my case and would personally renumber the correct number and then find resolution and compensate me accordingly, for 6 weeks plus of abysmal service and BTSD causing chaos. I never heard from him again even though I have private messaged him requesting a phone call.
My 92-year-old Grandad is now getting letters from BT demanding he pays a £73.20 bill even though support told me not to pay until this is resolved and compensated. Demands for payments with threats of debt collection can seriously damage a 92-year-old recent widower who has never missed a payment EVER.
One of the items on the bill is £3.00 for paper billing even though on the 18th May I received the email stating "You've chosen to get your bills online".
I was promised a callback today 25th June by the original complaint handler that RobbieMac apparently took over from, predictably they never called me.
What do I do next?
I tried calling you back this afternoon but wasn't able to reach you.
I wanted to let you know that all looks good with the number now and it's working.
Feel free to post back if you have any other issues.
I've tested the number and it has been renumbered correctly and a lovely chap in support has rightfully reimbursed us for the outstanding bill. However, when he tried to enter the billing options it gave him an error message so he could not check if it was paper or paperless. He recommended I call back in 48 hours to check and change if required. Now I need to get my Grandad switched to BT Basic. Here's to another 6 weeks challenge.