Please Help

Rebecca28

Having a big problem with BT.
It started in January when my phone line stopped working. I phoned them and they advised me to check all my equipment etc, I went home checked my equipment and it was not working I then phoned them back and they asked did I try another telephone in the phone point I said I had not and they advised me to do this as I would get a charge if someone came out and there was no fault on the line the chap also ordered a ring back on my mother in-laws house. Both times that I phoned they ran a test on the line which came back there was no fault. The new telephone was not working and I informed my mother in-law to get a engineer to come out when the ring back came, she said she had done so(I am unsure if she did this correctly she may have selected the option and put down the phone) so I am now waiting for them to write to me to arrange a engineer to come fix my line. Weeks went by and I phoned them again this time was different they ran a test and found a fault and fixed the fault with in 2 days.
I was told to phone the claims department and claim the money back for the fault being on my line. Which came to £90.00 no call charges just line rental for the 3 months. And they said they only can refund me £5.00 from when the fault was found to when it was fixed. They admit that I first rang in January to report a fault but say they have no phone calls since then till March when the fault was found. I am pulling my hair out I really don’t know where to go from here. They know the phone line was not used in this time and that there was a fault found eventually but will not refund me the money and I don’t want to pay £90.00 for a service I did not have.

I must add I work 3 days a week and this was the only phone I had access to and I am not allowed to make personal calls on this phone.

Heinz

If you have good records of what happened, when it happened, who you contacted and so on, a claim via the small claims procedure might be the way ahead.

http://www.hmcourts-service.gov.uk/infoabout/claims/index.htm

Rebecca28

Did not record who I spoke to I have asked for all the details of my phone calls and they have give me names and dates but there is another phone call which they have not got recorded, this has certainly taught me one thing to write everything down, I little to late I think and a expencive lesson to learn.