BT Broadband Excess Charge refund

DesPondOfSlough

October bill has arrived... and no promised refund.

High time to get CEO Ian Livingstone involved.

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I should repeat that this excess charge was not of my doing, and the representative speaking to me agreed that it was an unexplained anomally, and he ruled out repairs, glitches, and malware attacks.

This quarter again I have a normal small excess charge...

DesPondOfSlough

OK... an email to the CEO with all details resulted in a call back from his office.

I was told that 'system error' prevented the refund.

Talked the representative up from the £50 to £70... or, rather, she talked me down from my £100!

[Note to self: next time decline lower offer, and go higher up in company.]

An OK result - I still feel scammed for £30, but that's the optimist in me.


I hope this helps other users.


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The old hleteam email didn't seem to work.

However I contacted the CEO succesfully here: ian.livingstone AT bt.com



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uklink

I too have experienced these charges and are not standing for it. I complained and got this response.

This is e-mail is a follow up to the conversation we had on 12/10/11 regarding your Broadband Usage.

We are aware that you do not concede to be aware of what you have used. BT tracks your usage only in terms of the extent of data that is used. We do not have any facility that provides for a breakdown of what you have downloaded. We refrain from doing so as we consider the matter of your privacy.

We can tell you how much you have used in the current month. Our data is limited to going back for the last one month. We appreciate that you would like the details on the usage for the last 6 months. However, such information is not tracked and unfortunately unavailable.

I have registered your Feedback in this regard. We work towards amending and improving our data capture systems as early as possible.

Please contact me if I can help you with anything else.

Thank you for contacting BT.

Yours sincerely,

Myna Rajegowda
Digital Care Advisor

My reply

I afraid this answer is not acceptable. Unless you can prove with documentation that I have actually used the data you have charged me for I insist on a full refund to my account within seven days. Failure to act on this request and refund the amount debited from my account will result in a legal challenge through the County Court small claims procedure.

Further more unless you cease to debit my account with excess charges I request you to disconnect the Broadband service until you are able to supply a system capable of monitoring usage, similar to the methods employed in the telephone system.