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Help! BT have screwed up my account!
amandy_2
Posts: 2 Newbie
in Phones & TV
Hi all,
Im having a few problems with BT let me explain
A few months ago I moved into a new build house, I contacted BT about installing a phone line and arranged a line installation at the #29.99 discount price. I was resigned to paying this charge, accepted it and moved on
On the day I was expecting the engineer no-one turned up, so I called BT (from my mobile) and spoke to someone, she told me that an engineer didn’t need to come out at all, they had tried to call me but had my mobile phone number wrong, so in effect the line was working!
I then asked if that meant I didn’t need to pay the installation charge and she said that was right.
So I asked to change my contract to the 12 months (the 18 month contract has discounted installation, the 12 month gave free evenings and weekends).
She said that was all done and it was all sorted.
Then the bills arrived.
At my first bill I was charged the 29.99 and given the original deal, no changes had been made. I phoned BT and explained all of this and thought id sorted it.
Then the next bill arrived, my contract had been changed and they then added 95 for the line installation. (they also want to increase me direct debit to pay for it all!)
I called BT again and the guy was very helpful, managed to figure out what had happened but needed to pass it to a manager to authorize the refund.
The manager never called me back!
Now 2 weeks later I called back again. Today I was told that it had all been passed to a manager and it was refused! (but no-one told me this) they seem to be ignoring the fact that I was told by a BT advisor that I didn’t need to pay my line installation.
I asked for it to be passed onto a manager who is calling back (within 48 hours!!) but just wondered where I stand. Can I demand that they don’t charge the installation (because that’s what they told me) or can I make them charge me the 29.99 (the person I spoke to this morning didn’t want to do either!).
Or am I even within my rights to cancel the whole line?
I have had problems with BT in the past (at share houses) and had actually been pleased with the way it was being dealt with so far but today has really annoyed me!
Any help or advice appreciated.
Mxox
Im having a few problems with BT let me explain
A few months ago I moved into a new build house, I contacted BT about installing a phone line and arranged a line installation at the #29.99 discount price. I was resigned to paying this charge, accepted it and moved on
On the day I was expecting the engineer no-one turned up, so I called BT (from my mobile) and spoke to someone, she told me that an engineer didn’t need to come out at all, they had tried to call me but had my mobile phone number wrong, so in effect the line was working!
I then asked if that meant I didn’t need to pay the installation charge and she said that was right.
So I asked to change my contract to the 12 months (the 18 month contract has discounted installation, the 12 month gave free evenings and weekends).
She said that was all done and it was all sorted.
Then the bills arrived.
At my first bill I was charged the 29.99 and given the original deal, no changes had been made. I phoned BT and explained all of this and thought id sorted it.
Then the next bill arrived, my contract had been changed and they then added 95 for the line installation. (they also want to increase me direct debit to pay for it all!)
I called BT again and the guy was very helpful, managed to figure out what had happened but needed to pass it to a manager to authorize the refund.
The manager never called me back!
Now 2 weeks later I called back again. Today I was told that it had all been passed to a manager and it was refused! (but no-one told me this) they seem to be ignoring the fact that I was told by a BT advisor that I didn’t need to pay my line installation.
I asked for it to be passed onto a manager who is calling back (within 48 hours!!) but just wondered where I stand. Can I demand that they don’t charge the installation (because that’s what they told me) or can I make them charge me the 29.99 (the person I spoke to this morning didn’t want to do either!).
Or am I even within my rights to cancel the whole line?
I have had problems with BT in the past (at share houses) and had actually been pleased with the way it was being dealt with so far but today has really annoyed me!
Any help or advice appreciated.
Mxox
0
Comments
-
Hi Amandy
You should have been called back - sorry. Let me sort this for you - i've sent a PM so I can get the details I need to look into it.
Cheers
Craig
BT Support“Official Company Representative
I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
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