BT breaks terms of their own Termination Notice

Jomega

Hi
Short version:

1) On Aug 6th BT sends a Reminder for £28.78 for two months' rental: "It's important to pay this outstanding amount or we may have to include a late payment charge of £7.50 on your next bill"

2) Next communication is BT bill is dated Sept 7th and does indeed included a £7.50 late payment charge, total of £51.43 with no other warnings

3) Next communication from BT is dated Sept 9th and is headed "Termination Notice" warning of account termination for both phone and broadband, and liability to early contract termination charges.
It states: "As we've had no response from you to our final payment reminder [none received!] we're sorry to to tell you that if you don't pay outstanding charges by 21 September we will have to terminate your contract"

5) Apparently the phone had restrictions of service on it, but I didn't notice as I don't use it!

6) at 3pm on Monday 14th they shut the phone line and internet down and closed the account - 7 days BEFORE they had stated they would :T

7) I paid the account balance later that day and tried to get my service back, but the only way was to order a new line and broadband and new 12 month contracts. I have done this and expect service back next Monday 21st (ironically).

8) BT have clearly made a mistake closing my accounts 7 days early. I have already got BT billing department to agree not to charge me the early termination penalties for outstanding months (after a LONG argument and pleas not to be made to make recourse to small claims/ Ofcom ombudsman for something so obviously BT's error)

Where do I stand?
Is this normal BT protocol and timing?
I am expecting a call from their manager to take it further.

I believe as it's all in black and white that BT has clearly broken their own notice preiod (contract?) with me I should not be penalised at all (having paid in full within their notice period).
I am looking for at least a reduction in new contract periods to match the same periods the old contracts ran to (5 months left of 12) and no penalties on old contract early termination (apparently agreed)
Also, possibly compensation for inconvenience (aggravation!) and loss of service for a week.

I have told BT that I recorded their conversation with me. Their basic position was:"Well, if you don't pay quick enough, you must expect BT to take action."

To which my response was: "Of course, but why is the action not what you made clear to me in writing?"

BT: "Well we must have written to you earlier with a different Termination Notice for an earlier bill."

Me: "I have not received any, and anyway, I've got the latest in front of me and it makes no mention of any other one."

BT: "Well, if you don't pay quick enough, you must expect BT to take action."

and so on!

Many thanks for any advice or thoughts

BT_company_representative

Hi Jomega, I have just PM'd you..if you would like me to take a look into this for you, I will be more than happy to help just drop me a PM! Thanks Natasha BT Support

syko29793

It may sound harsh but if you dont pay your bill you will be cut off.

You agreed to pay when you set up the service and you have now broken your agreement because you have not payed yourr bill.

from what you said they gave you a warning but the bottom line is a bill is payable on demand.