BT total incompetence - made a one-off payment?

Hooty_McBoo

It's a bit of a tale of woe and I shan't bore you too much, but am interested to hear if others have had the same experience?

I ran up a deficit on my account worth £60, therefore received a letter saying that my DD (usually £15 p/m) would be upped to £45 p/m! I can understand why they would do this, but it doesn't work on my budgeting plan, so....

I made a one-off payment by debit card to clear the deficit and bring the account back to £0, requested that the DD be kept at £15 p/m, and then the troubles started. BT helped themselves to £45 the next month anyway, which was claimed back through my bank and I sent a letter complaining. The letter was not responded to, despite me asking them to, and a letter arrived saying I had cancelled my DD, which I never did.

I got a phone call re. the letter asking for my payment details to reinstate the DD, which is currently live, with the right name and address but stating the wrong payment amount and bank account number. Is some poor unsuspecting person going to be charged as well as part of this saga?? The rep who spoke to me was extremely patronising and talked over me as I tried to explain the situation and why I was annoyed, in his rush to get his hands on the cash.

I have never received an apology or explanation of why this has happened, as I requested, and am at a loss about what to do next. Would Ofcom help? Is there are sensible escalation process in BT where I can speak to someone who will not lie to me?
If I have to speak to one more call centre and get lied to about what will happen to this case next, I will hit the roof and I know a lot of you have had that experience too.

BT are the worst company I have ever, ever dealt with for customer service - have any of you experienced anything similar and how did you sort it?

Thanks

BT_company_representative

Hi Hooty McBoo,

I have sent you a PM regarding your one off payment. Look forward to hearing from you soon.

Thanks
Gail