BT Mess It Up Again Advice Please

tobykim

Earlier this year a friend of mine called BT to change over to the Anytime package, she also asked to be put on a monthly payment plan, yesterday a quarterly amount was debited from her bank account so she phoned BT to find out what was going on and was mortified to find that not only had she not been put on the monthly payment plan but she also hadn't been put on the Anytime package, I know she should have checked her bank statements to check if money was being taken monthly but unfortunately she wouldn't even think of it.
I know that the order for the Anytime package was made as I was in the room with her when she ordered it, she was given an order reference number unfortunately when she phoned BT to find out what was going on they said it was not a reference number they supplied.
Somehow I really doubt this, this is the 2nd mess up I've heard of in a week the other was for a broadband order not going through, the person ordering has gone somewhere else now.
Why cant they get it right it seems to be an utter shambles, can anyone give me any advice as to what to do next re the Anytime package not happening on my friend's account, she has been using the phone in the daytime as she thought it was included in her price plan

Buzby

BT will usually always confirm a package or service change by letter - so if there's no confirmation, she should have queried it - so I don't see how BT could be held wholly to blame for this.

As to the reference number anomaly that you overheard, are you sure she was speaking to BT? I heard a similar incident where misdialling an 0800 number and a misheard account number achieves the similar results!

1984ReturnsForReal_2

BT are in a right mess at the moment.

I reckon they have a new IT system that doesnt work.

Complain & dont pay anything that you dont owe.

tobykim

BT will usually always confirm a package or service change by letter

Didn't in my case or my daughter's

As to the reference number anomaly that you overheard, are you sure she was speaking to BT

Absolutely the phone was on loudspeaker

Looking round various forums it seems they are indeed in a mess, personally if I was her I'd have gone somewhere else for my phone service after the mess they've made of things, not much fun having a large amount taken from your account with only one low wage coming in, that was the reason she opted for the Anytime package in the first place. She did complain but the CS was very short with her in fact down right rude, I've told her not to let it lie and to take it further

BT_company_representative

Hi tobykim,

It sounds like something has gone wrong here, I'll send you a PM and I will be happy to look into this for your friend and make sure that everything is sorted now.

I look forward to hearing from you.

Cheers

Stephanie
BT Support

tobykim

Thanks for the response pm and email sent

Pete*G_4

BT did EXACTLY the same to me, debited £193 from my account where it should have been roughly £17. basically in my case they'd charged me for 3 months Anytime Plan upfront, 3 months line rental, then had the cheek to say I'd cancelled ANytime plan within 12 months so debited the entire year's worth!

As I'm sure you can imagine I was livid, cancelled the DD and got straight on the phone. To be fair to them they refunded the lot and I made the necessary £17 payment on my card, but I now won't pay monthly I'd rather be charged the extra £1 or whatever it is per month just to make sure I am in control of what comes out and when.

BT quite clearly live up to their name when you have any kind of dealings with them... speaking to their customer services dept is Bloody Traumatic..