BT charges problem....

CarlaJ_3

Hello,
New to this site as come across it after searching for some help with my BT problem...
I recently moved into a new build property, and signed up to a BT landline, and as the phone was not connected, there was a £122.50 connection fee pay, being a single new mother, I told them I could not afford it, and was told that the fee was payable over 6 months, so not to worry about paying it all in one go. I asked to NOT pay this by direct debit, but just to be billed for it.
After this, two weeks later, I signed up for BT broadband as noone else would provide it as they couldnt find the address as it was a new build property. I was told that the broadband had to be paid by direct debit - which I agreed to pay.

Then £140.78 was direct debited from my bank by BT....
I then recieved my first bill of £140.78,which iccludes a charge fopr not paying by direct debit!!!!!! (post is awful as even the postman doesnt seem to know the address...) with the £122.50 connection fee not spread over 6 months like they said, and I had not given them permission to take the money for the phone by direct debit, just the broadband.

I phoned them and asked them to explain why that had been taken, why the connection fee hasnt been spread over 6 months and they basically said I would have to prove they had said that to get my money back! I am furious and have been left with no money in the bank, and soon have the separate payment for the broadband to be taken out!!

Can anyone please help me? They have said to get my money I have to file an indemnity claim with the bank, but that doesnt help me feed my baby now!!

Heinz

Get your bank to recall the payment under the Direct Debit guarantee (don't be fobbed off, they MUST do that when you ask them to).

With luck, BT Customer Representative will be along shortly to offer assistance.

BT_company_representative

Hi CarlaJ,

This sounds pretty awful, I will check your account if you want and see what the situation is. Drop me a PM with your BT details (and your email address) and we will take it from there.

Cheers,

Stephanie
BT Support

rozzbax

Hi, I live in the Durham area, I have just had a phone line connected for my mam. I quoted :money:moneysavingexpert !! and guess what ? NO CHARGE :j £122.00 in our pocket .
I am now trying to get another discount for light usage , now known as BT basic. So instead of £15 line rental she will pay £10! HAPPY DAYS........
MANY THANKS .

Heinz

rozzbax wrote: »

Hi, I live in the Durham area, I have just had a phone line connected for my mam. I quoted :money:moneysavingexpert !! and guess what ? NO CHARGE :j £122.00 in our pocket .
I am now trying to get another discount for light usage , now known as BT basic. So instead of £15 line rental she will pay £10! HAPPY DAYS........
MANY THANKS .

Welcome to the MSE forums rozzbax.

BT Basic is £4.50/month but the eligibility criteria are very tight (the subscriber has to be in receipt of certain benefits).

See http://forums.moneysavingexpert.com/showthread.html?t=1231765

gandalf-2009

BT have just done exactly the same to me, told me the cost of the connection charge would be spread over several months and covered by my usual monthly payments and then they go and take the whole lot out in one go. I'm a single dad so it's left our finances in a hell of a mess and nobody at BT seems to care.

CarlaJ_3

Update:
After being contacted by the BT customer representive, I was again advised to file an indemnity claim, but once I got my £140 back, I would have to pay £105 to keep everything connected. Obviously not happy with this, I contacted a customer service manager, who said the same. I have told them i'm not happy with this still, and want to take it further, but unsure how too...
any help please???