Reclaiming money from BT

ComplexP

BT charged me £125 in error a few weeks back for a call-out charge. I managed to get them to agree to refund the money but have just seen my latest bill where it shows they have credited our BT bill.

I pay about £7 per month to BT, so it will take close to a year and a half to get the full amount back. Since the money was taken in error can I demand that the £125 be put back where they found it? ie, in my bank account?

There is a recession on as I'm sure we're all aware and I cant afford to have random lump sums going missing and not returned for years.

Thanks all.

williham

You won't have to demand, just ring them up and ask nicely!

ComplexP

williham wrote: »

You won't have to demand, just ring them up and ask nicely!

Ok, point taken. But I am within my rights to 'ask nicely'?

ihatecaptcha

I don't think asking nicely requires any consumer rights.

ComplexP

ihatecaptcha wrote: »

I don't think asking nicely requires any consumer rights.

Ok, perhaps I wasn't clear enough...sorry

What if they say 'No'? Am I allowed to insist?

ihatecaptcha

ComplexP wrote: »

Ok, perhaps I wasn't clear enough...sorry

What if they say 'No'? Am I allowed to insist?

Ring them first, see what they say. If they say no, don't get angry. Ask to speak to their supervisor. If you don't get any joy, ask them what address you should write to with your complaint. Then post on here and say what they told you and ask for advice. No one can advise you when you don't yet even know if you have a problem. BT may just say "OK".

The_Pedant

Tell them it was their error that caused the charge, and therefore you want to be reinstated to the position you would be in had the problem not occurred. I would say that is a fair request to be making of them, and therefore one they should accept.

Also, did you pay by direct debit? I'm wondering that as they have effectively admitted charging you in error that you would be able to make a claim against the direct debit guarantee. I'm guessing at that part, as it may be stretching things a little. If they say no to paying you you could raise that point for them to ponder.

ihatecaptcha

The_Pedant wrote: »

Also, did you pay by direct debit? I'm wondering that as they have effectively admitted charging you in error that you would be able to make a claim against the direct debit guarantee. I'm guessing at that part, as it may be stretching things a little. If they say no to paying you you could raise that point for them to ponder.

Good point.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid

That's from the Guarantee as printed on the British Bankers Association webpage at http://www.bba.org.uk/bba/jsp/polopoly.jsp?d=828&a=10383. Straight from the horse's mouth.

IF it was a direct debit.

DVardysShadow

ComplexP wrote: »

Ok, perhaps I wasn't clear enough...sorry

What if they say 'No'? Am I allowed to insist?

Wrong question. If anyone says 'No', while there is free speech in the country, you do have the right to insist, but if you have no legal right to what you are insisting on, then only insist for fun. Being allowed to insist is a particularly useless right.

In your case, you have a right to the money back, without undue delay.