BT cannot tell me why I'm being billed!

Donnie

BT_company_representative wrote: »

Hi lloydy84,

I've carefully examined the points you have raised....

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

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.

Here we go....

lloydy84

Thank you for the advise guys.

ukmike wrote: »

So how did it get paid then?

Initially I did pay VIA DD. However my bank confirmed that the DD was cancelled by BT on the 11/10/2006, and no standing order was ever created either. According to my bank, whom I spoke with once again yesterday, BT kept my bank details, and have withdrawn the funds on a monthly basis, much like they do with an initial deposit. According to Lloyds, this is against regulations, and they're going to investigate the matter if I do not get an adequate response from BT.

@Donnie, thanks lol. My name, address, postcode & telephone number just isn't good enough. This is the only phone number I've ever had with BT, and they're still adament that I've never had a BT yahoo account set up on this number. Even though my bank clearly shows I had a DD, and I'm still being charged.

To update, yesterday I rang again. I only spent one hour on the phone this time. After speaking to the supervisor of the broadband department (Yes billing sent me here even after I told THEM the Broadband department couldn't help me!!) she passed me onto the Dial-up guys, and told me to give her name, and ask that they confirm the last FOUR digits of the bank card associated with my BT land-line account. Despite this, they still needed more details & after sending me around in a few more circles, they asked me to e-mail my bank statements top their accounts department.

I did explain these withdrawels weren't DD's, neither was it a standing order, and has no serial number next to it. There is absolutely nothing at all they can learn LOOKING at my statement they can learn that I cannot tell them over the phone. Instead they took my bank details and promised to pass them on to someone who can get to the bottom of this mess. I was told to expect a phone call in 48 hours.. 30 hours so far and nothing, fingers crossed though.

When I have more time tomrrow I will upload my statements onto this thread.

dreammachine

lloydy84 wrote: »

When I have more time tomrrow I will upload my statements onto this thread.

Can I ask if this matter has been resolved yet?

lloydy84

Sorry for the late, late reply! Yes the issue was resolved. Though I though the whole episode was ridiculous and shocking customer service. Some 10-12 hours on the phone and got nowhere at all. I think the issue was procedure, and customer service workers trained like robots, with set routines and not actually thinking. I came to this conclusion because after days and days being sent from pillar to post by clueless staff, I was nowhere.

Then one day, I rang and tried again, the agent on the other side of the phone seemed somewhat different. Smart, actually thought on his feet rather than the computer telling him what to do! Within five minutes he'd found my account.. Dozens of staff had spent hours, took him 5 minutes. TBH if he was working on tips he would have been given 10% that day, he deserved it with all the stress I'd been through, explaining over and over and over and over again the same old story!

I recieved £764 into my bank account on the 16/08. I only remembered this thread as I read that someone else had this problem somewhere else, and I didn't want to leave this thread open. Thanks for the advise, but in the end all it took was a staff member with the ability to think logically

ZenUK

lloydy84 wrote: »

Sorry for the late, late reply! Yes the issue was resolved. Though I though the whole episode was ridiculous and shocking customer service. Some 10-12 hours on the phone and got nowhere at all. I think the issue was procedure, and customer service workers trained like robots, with set routines and not actually thinking. I came to this conclusion because after days and days being sent from pillar to post by clueless staff, I was nowhere.

Then one day, I rang and tried again, the agent on the other side of the phone seemed somewhat different. Smart, actually thought on his feet rather than the computer telling him what to do! Within five minutes he'd found my account.. Dozens of staff had spent hours, took him 5 minutes. TBH if he was working on tips he would have been given 10% that day, he deserved it with all the stress I'd been through, explaining over and over and over and over again the same old story!

I recieved £764 into my bank account on the 16/08. I only remembered this thread as I read that someone else had this problem somewhere else, and I didn't want to leave this thread open. Thanks for the advise, but in the end all it took was a staff member with the ability to think logically

Good ending but did you ask for interest to be added (compounded since 2006)?