BT too incompetent to sort direct debit!

AliceBanned

Hi

Not sure where was best to post this. I switched to BT from Talk Talk about six months ago to cut down on costs as I no longer needed broadband package. It is BT landline only which I hardly use. The direct debit was set up at £15 per month and this was accurate as the monthly usage never went over this. Suddenly BT say they are putting it up to £25 per month. I phoned to say I did not agree as based on the usage this was too much. Three times (for three months I've been calling them once per month) they have assured me they would put it back down to £15, and today for the third time £25 has come out of my account. I have written them an angry email ; it is only £30 I am owed by BT now but it is the principle and the fact that i am close to my limit each month; an extra £10 could push me into overdraft charges. I'm so annoyed at their incompetence and frustrated that I seem to have no power to change it back. Does anyone know how? Thanks

fwor

As far as I'm aware, all UK banks are covered by the terms of the direct debit guarantee. One of the terms of that is:

"If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid."

As the originator (BT) has admitted that it's a mistake, you can insist that your bank refunds the amount by which it is wrong - immediately.

Unfortunately there doesn't seem to a provision to force the originator to correct a repeating error, but I would guess that your bank will fairly quickly get fed up with BT and escalate it with them.

AliceBanned

Thanks for replying. Unfortunately I don't think this is classified as an error. I will contact my bank and see what they can do however.

BT put a note on my last quarterly statement saying they were going to increase the direct debit; without giving me much say in the matter. So I phoned them to say there was no justification as the direct debit amount was already slightly above the usage amount.They agreed over the phone 3x, yet still have not changed it. I have had nothing in writing to confirm they will reduce it back down; only written confirmation that they were going to increase it. It is so annoying!

peachyprice

It is classified as an error under the DD guarantee, they have taken more money from your account than you agreed to.

They did something similar to us, we agreed a monthly bill at £25 but they took a quarterly payment of £75 instead, we got the DD reversed. They soon phoned up to rectify their 'mistake' when they realised we'd taken the money back.