BT disconnects vulnerable person even though I paid their bill!

ploot · 1 May 2010 at 6:36PM

I recently discovered that a vulnerable elderly friend (childless widow in Manchester to whom I used to be an adjacent neighbour) hadn't paid her BT phone bill - a bit of memory loss etc, the usual.

So I rang 150 and asked - and was given 'permission' (!) to - pay a tidy sum (over £50!), by credit card over the phone there-and-then to her account, to clear her outstanding debt so that service could be restored.

The person who took this payment at that time assured me the old lady's debt was thereby cleared, and that normal service would quickly be restored.

But it wasn't!

Instead, two days later, BT (a) cut her off altogether and closed her account and - unbelievably - (b) sent her a closing credit (!!!!) - I assume because I'd actually paid more than was required when it came to the calculation of the final bill (I guess a return of unused rental).

Needless to say I'm somewhat peeved that BT effectively 'led me up the garden path' in allowing me to 'save the day and pay that bill' - only then to renege on their verbal promise that they'd, as a result of my paying, not close her account.

When I challenged BT re this point (ie that they'd mis-led me), they said "Sorry, this happens all the time, the person who took your money should have checked the line wasn't already scheduled for disconnection, which we can (now) see was the case at the time you paid, there's nothing we can do now, neither (a) to return your money nor (b) re-instate the line. Your friend will have to re-apply for service - starting unfortunately with a £35.25 reconnection fee...".

She'll never cope with all that! So, any advice as to what to do next? eg should I (a) re-apply on-line on her behalf, set myself up as new accountholder and then pay her bills myself for the rest of (her!) life; or (b) buy her a mobile and forget about BT (though I doubt she'd 'cope' with a mobile, either!); or (c) take this to Oftel; or (d) take it to the Sunday papers!

I just want this vulnerable old lady to be reconnected to the people who bring her some comfort over the phone in her old age, and for her to be able to phone the grocer and the doctor and to make emergency calls if she's taken ill while alone in her home - which she is for 99.9% of the time.

Ploot

PS: I've sent this to the “Official BT Company Representative" whose messages appear from time to time in these forums along with text saying something like "I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company" --- thought I'd try them out!

ploot · 1 May 2010 at 6:41PM

WOW I'm IMPRESSED with BT!! As I said above, I copied this to the 'BT company rep' who seems to pop in and out of this forum from time to time like a fairy godmother (no offence intended BT!) --- and my friend's line has been re-instated within the day - on a Saturday! And with no reconnection charge!

Now THAT's what I call 'good company care'. Well done BT and well done MSE for arranging things like this. IT REALLY WORKS!

Ploot.

DVardysShadow · 1 May 2010 at 7:58PM

Yes you have to be upbeat, I suppose. But in every respect, BT is a moronic company which is almost out of control, unable to manage customers accounts and unable to give a reliable answer.