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BT Billing and Customer service ? !


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Old 24-04-2011, 07:49
swills
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Join Date: Aug 2002
Location: Essex
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I renewed my BT contract in December 2010, and took advantage of the £10 Option 3 and Evening Calls package, and BTV.

Ever since that date my bill has been wrong, being charged not only for the pacakge deal for BTBB and Calls but then again for BTBB Op3 again.

EVERY MONTH they have said sorry it won't happen again, EVERY MONTH I am charged £23.60 too much

Right old ding dong with them last month, and she emphasised that the change had been done manually and that "I would NOT be charged anymore" . Huh! so much for that then, bit of a porky pie then

Could I have the overcharge back as a cheque or refund ?
"No" will I get interest on overpaid money? "No"

My bill is now so confusing will bit s added on and taken off I have not got a clue if they still owe me from months ago!

Have now sent a complaint saying cancel BB I will go somewhere else.

Not sure what that will do with BT if anyhting !
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Old 24-04-2011, 08:33
Heinz
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Location: NE Essex,6½m SSW of Sudbury TX
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In suspect you have dug yourself an even deeper hole by cancelling the broadband - and will now get early termination charges added to your already incomprehensible (and wrong) monthly bill.
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Old 24-04-2011, 08:44
swills
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Not 'cancelled' as such yet, but told them to cancel, as they have not kept their part of the contract, ie being charged
£43.60 vice £10.00, for 5 or 6 month, and having been told at least 7 or 8 times over the phone, and even more times via email, all of which they admit I have done, "Yes I can see you have contacted us several times on this subject" which is what they told me last time I called

1 month I can understand, 2 months at a push but annoying 5 months.... just plain incompetent, in my job I would have had a P45 by now.
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Old 25-04-2011, 11:58
BT Support
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Hi swills,

I can check this out for you, can you send in your details and I'll get back to you? Our "Contact Us" form is at:

http://bt.custhelp.com/app/contact_email/c/4950

Thanks,

Stephanie
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Old 14-05-2011, 09:31
pfgpowell
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Hi swills,

I can check this out for you, can you send in your details and I'll get back to you? Our "Contact Us" form is at:

http://bt.custhelp.com/app/contact_email/c/4950

Thanks,

Stephanie
I was once with BT and never again. Stephanie notwithstanding, it's customer service is bloody appalling. Ring for 'new business' and the phone is answered within seconds. Ring customer services, and you can hang on for up to 30 minutes before you get a reply. I know that because I handle my stepmother's affairs and have had to ring BT several times on her behalf.

Then once you get through, their give the impression of not knowing their arse from their elbow. Organising broadband for her home, it became apparent that BThad the wrong postcode (and so Plus Net were unable to get the line up and running. Though quite how bills arrived at her home I don't know - I put it down to a rural postie knowing his customers.)

Anyhow, it took four calls to 'customer services' to get it put right. In the first three, each time the member of staff promised faithfully it had been sorted but it wasn't.

If I don't ever have to deal with BT again will still be too soon. They are the pits, but, most important, as long as the profits roll in the don't give a f**k.
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