Bt Early Line disconnection

Dominic4975

This is a bit of a long thread, but here goes;

"Dear Sir,

I am writing to you on behalf of my motherXXXXXXXXX, I do have her permission to deal with you regarding this matter.

She received a letter from yourselves on 10th January 2009 stating that her unlimited evening & weekend calling plan was coming up to the renewal date, I then contacting yourselves on the 12th January to confirm that I would want it cancelled from the 09th February 2009, this was all dealt with ok and I did not give it another thought.

In the meantime I had contacted another telephone line provider to deal with her telephone package after this date; I did not mention anything to the lady whom I spoke to about leaving yourselves.

Then on the morning of 21st January 2009 I had a very distressing telephone call from my distraught mother whom told me that her telephone line had been cut off, strange I thought as it was not due to be cut off at all yet.
After speaking to XXX at your Customer Options Team, he managed to get the line reactivated but was unable to get it reversed immediate and she would have to wait till 26th January 2009 she was also issued with a new telephone number and new account number (XXXXXXXX) whilst I was speaking to XXX I asking him if this would be a new 12 month contract, his reply was “NO, due to the line and all call plans being disconnected in error early, IE. Before 09 February 2009” That was exactly what I wanted to hear.

She Then received a letter from yourselves on 16th February 2009 with a credit of £96.38 (XXXXXXXX), This amount was then credited back into my account on 26th February 2009, Then on the 4th March 2009 a letter arrived stating that she now owe £77.44 (XXXXXXXX) after looking at this bill in detail I noticed that their was a One Off Charge of £70.00 – Stopping service before term expired – Calling Plans.

I want you to look into this matter because how is it that I spoke to yourselves on the 26th January 2009 regarding this NOT being a 12 month contract due to being disconnected early, yet on the 4th march you have charged her £70.00 cancellation charge despite myself being told that she would incur NO Cancellation Charges at all.



I will be withholding payment till this matter is resolved."

To date no responce has been recived.

At this rate i will be contacting otelo!!:mad::mad::mad:

(ah the joys of copy & paste)

Does anybody think ive been too hard on them??

and any ideas on what i should do next??

Dominic

DVardysShadow

Do edit and remove personal names and account numbers!

BT_company_representative

Hi Dominic4975,

I am sorry to hear of the problems that your Mother has experienced with her account. I can see from your post that a cancellation charge has been applied when the advisor did confirm that this would be removed.

I can see that you have added account details to this post, which I would advise to remove. Can I ask you to email me your account details and forum username to btcare@bt.com and I can look into the cancellation charges for you.

Thanks
Gail

Dominic4975

Thank you for your help with this matter.My mum was really happy when i told her what you said.Unforunatly she recieved a bill for £77 still and i was wondering if you could speak to them and ask them to change the amount on the bill.Also to send her a new bill out.I would be very greatful if you could do this for my mum
thankyou Dominic