Bank charges due to BT's mistake please help!

IOWDomaroo

I changed the bank account that I was using and changed all my direct debits. BT did not make the changes as requested and continued to take money from my old account, they did not write to me until one day after my line was supposed to be cut of and I was unaware there was any problem. I contacted BT and asked what had gone on and they admitted that it was there fault and they were sorry I have encured bank charges, and if I emailed/faxed them my statements they would be refunded. This did not happen and I received a letter asking me to ring them which I did and was told I had rung the wrong number and had to speak to another department, this department told me I needed to make an indemnity claim with my bank and all the charges would be refunded, I have done this an the bank have told me it is up to BT to refund the charges. Please help me with this whilst £120 is not a huge amount of money it is still putting a strain on my relationship with my Fianc! and I am very worried about it as I have paid the bank the £120 but am now short on my savings for my holiday.

This is the initial email I received back, which to me clearly admits they are in the wrong.


Thank you for your e-mail dated 22/1/09 about your direct debit on
your BT account. I am sorry to hear that when you changed your
details for your direct debit that these did not update for you and you
received a letter about this a day after your BT line was due to be restricted.

I tried to contact you today on your mobile telephone, I am sorry
that I missed you and I left a short message for you.

I can understand your frustration regarding this matter, as you did contact to arrange for your bank details to be changed and that you were not contacted prior to when your BT line was due to be restricted.

I am sorry that you have incurred bank charges. In regards to the
bank charges you can send/fax a copy of your bank statement and any other
related correspondence to the following address or BT Fax Number,

Buzby

They really are confused. Making an indemnity claim only reverses the payment - it does not refund the chargesw your bank may have imposed. You'll still need to send them a blanked off copy of your statement showing the additional fee charged to you, and you request BT to refund this - which they may do by cheque. Do make sure you CANCEL the DD with your bank to prevent further debits.

IOWDomaroo

Hi thanks for the reply, I did change my DD back in January but had to do it three times over the phone before it changed. I have emailed/Faxed and sentt by letter my statements but they are still claiming I have to make an indemnity claim.. They are now saying I agreed to a £32 credit on the 18/03 I have checkeed my phone records and I had a missed call from BT but no answered calls, I was supposedto have a call back yesterday by 17:00 from a supervisor but that did not happen. What should I do next I aming thinking of going to CAB as I dont know where else to turn!

BT_company_representative

Hi IOWDomaroo

You should've received your callback - sorry you didn't. I can help you - i'll need some more details to look into this so will send a PM.

Cheers
Sean
BT Support