BT cannot tell me why I'm being billed!

lloydy84

Hello guys, I'm new here, recommended by a friend who's a regular visitor to these pages.

My story starts yesterday. I was browsing through my partners bank statements when I noticed a payment of £15.99 to BT YAHOO. I asked my partner what the payment was about, she said it was a monthly payment & she presumed it was something to do with me. Funnily enough though, even though the payment is made around the 11th of every month, it isn't a direct debit, rather a normal debit card charge, same as if I'd shopped at tesco etc.

We went into her bank, and they printed her a list of direct debits. The list included a old direct debit to BT YAHOO for an old dial up contract which ended back in 2006. The bank confirmed that BT YAHOO cancelled the the DD from their side on the 11/10/2006. The monthly fee was 15.99, the exact amount that has been taken from my partners account every month & on the same date (11th) since the contract ended.

So by my calculations, we've made 45 payments of £15.99, or made a total payment of £719.55 without recieving any service. But not according to BT's Indian call centre. In fact, BT YAHOO hasn't recieved a penny from us since our contract started, and referred our case to a debt collector more than three years ago!

Let me discribe my Saturday afternoon/evening in finer detail. I called BT customer service number at 3pm. My aim was to give them the bank details, have them check the details and tell me why I am still being charged £15.99 almost four years after my contract ended. Sound simple? WRONG!

First of all, I attempted to reach the billing department.. But 4 years is a long time and I couldn't recall my old BT ID or any other detail apart from my telephone number. So I couldn't reach anyone there, and was diverted to the BT Broadband department. After explaining the situation to someone there, I was told I'd have to be put through to the dial up department. Once there I gave the 'advisor' all the detail I could. My name, my old address & postcode. He told me he couldn't find my details based on that information and have to divert me to the billing department.

In the next 3 1/2 hours in fact I was routed to the billing department 4 times, Dial up department 4 times, broadband department twice & customer services 4 times. NONE of which could give me a single answer as to why I'm being charged £15.99 for nothing! In fact according to the billing department, I never actually made a single YAHOO payment, I paid for my phone line rental only, a contract which ended in April 2007. They did give me my old phone number, wasn't much use though.

One particular 'Advisor' actually accused me of lying. He said there was no way my account was being billed, I told him I had all the statements right in front of me, and he replied 'no, no, no you don't'. I asked for his name and to speak with his supervisor. He Spelled out his name 'Vishal', but refused to give me a surname. Instead of transferring me to his supervisor, he instead put down the phone.

In fact I had the phone put down on me three times. The advisors were very very sympathetic, FAKE apologies. Several times before they transfered me to another department I asked them if all my details would be recieved by the other person, each time they said they would, each time I had to start from the begining! Very fustrating. A couple of times they even told me they were speaking to the person in another department and would pass me over once they'd explained, and yet the new 'advisor' had no idea about my situation, again they were very apologetic, yet they did the exact same thing!

I still have no idea why I'm being charged. The best solution anyone came up with was for me to cancel the payment with my bank, even though its not a DD or standing order! Theres no referance number to go with the payment either. I paid my old BT YAHOO via DD every month on the 11th. This payment continued on the 11th for 4 years, yet they tell me the two things are not related??

BT customer services are inept. I cannot believe they didn't have the ability to search payments VIA bank account details. What about the £700+ I've already paid? I should forget it? I did speak to two supervisors, both told me the same as everyone else 'We're sorry Sir, but the department I will transfer you to WILL have the ANSWER, you will NOT be transfered again'. Every time!

The whole process was slow and painful. I was asked to spell out every letter of every word, so draining & fustrating. I asked to speak to a British advisor, I was told I didn't have the right to request it!

In contrast Lloyds TSB were great. A British call centre (Thank the lord) with helpful & genuine staff. They're going to contact BT themselves on monday and help sort this mess out.

In summary, BT should be ashamed. I cannot believe I cannot speak with a British advisor, I cannot believe how inept these advisors are, and cannot believe the contrast between BT's customer service department and that of Lloyds TSB. It's obviously all about the money, I'll never be a customer again.

dane-katie

Fair enough BT are in the wrong but you and your partner have not checked what comes in and out for 4 years?

lloydy84

Yes, of course she checks her statements, she presumed I had a contract with BT, whereas I actually have a pay-as-you-go 3 dongle.

She doesn't touch my computer or use the internet.

Donnie

lloydy84 wrote: »

Yes, of course she checks her statements, she presumed I had a contract with BT, whereas I actually have a pay-as-you-go 3 dongle.

She doesn't touch my computer or use the internet.

Maybe not the most polite way to put it, but when it comes to this kind of thing; don't bother trying to contact the small fry.
The pain you could go through trying to retrieve your money will not be worth it and you will be annoyed and insulted if they offer you only a fraction back.
In these cases, write an email to the MD's office. Include as much information as you can. This will ensure that the person who contacts you will have the authority to rectify the situation and compensate.

outofworksch

Hi
Did you try BTYahoo billing dept 0800 216 663
If so. try here they can be helpful http://community.bt.com/

aerostar

There is a BT rep who is on the forum

http://forums.moneysavingexpert.com/member.html?u=687371

nanto3girls

What shoddy treatment from BT. I think they should be ashamed of themselves. Don't get me started on Indian call centres either.

pimento

If you call on a weekday, you might get the UK arm of the call centre.

caeler

Maybe it is time to put it in writing, with all the dates/charges/facts, etc and then wait for a formal response. Ultimately you want your money back. Good luck.

ukmike

The best solution anyone came up with was for me to cancel the payment with my bank, even though its not a DD or standing order!

So how did it get paid then?

BT_company_representative

Hi lloydy84,

I've carefully examined the points you have raised in your post and I am sorry for the poor experience you have received trying to get this payment issue sorted out.

I'd be more than happy to help contact the correct team on your behalf to establish what this payment is for as I understand you no longer use BT for internet access as you have a pay as you go dongle.

I'd kindly ask you to send me an email to the address in our public profile including your account info and also include a link to this thread so that I can refer back to you. On receipt of your email I'll get the ball rolling so that this issue can be sorted at the soonest time possible.

Many thanks,

Robbie