Annoying BT handling of a payment

Hood_2

God why can't anything be simplete any more, all I wanted was a credit or something on my account yet now I'm paying late payment charges.

I'm sorry my first post is a rant but heres the deal....

I cancelled with BT in August and signed up with them again in September on a new account. My first Bill on this new account was due in December, I accidently paid it online on the old account and I only realised what I had done when I recieved a late payment letter. Signed into the old account to see it was £64.59 in credit even though it was a dead account.

Phoned up BT to let them know of my mistake, explained everything, apologised for the trouble etc and the person I spoketo said "no problem, I'll transfer the funds across and set up a credit note and mark your account just ignore the letter".

All done I thought.

Recieved a second letter a few days later so thought just to be safe I'll give them another call to make sure it all went through OK. I asked if there would be any late payment charges as technically the money owed was in BT's hands way before any should be applied. Heard the same response just ignore the letter, your account is actually £2.00 in credit so you don't need to worry.

Today I recieved a letter from Moorcroft Debt Recovery LTD stating I owe them £105.30

Phoned BT again (and explained it for a third time). He went away to speak to somebody and came back and said I should of recieved a cheque in the post for the £64.59 and my account was still outstanding.

I didn't recieve the cheque and still haven't, he said it may be due to the christmas post. Fair do's I suppose but I still couldn't understand why it was sent in the first place. Why not just credit the other account or transfer the funds? why send it back to me for me to pay it again with the clock ticking on the late charges?

I asked so what exactly am I paying here as twice before I've phoned I've been told to ignore letters and still haven't got any cheque as part of a refund and he said I have to phone Moorcroft and explain things for a 4th time.

I'm sick of explaining things or getting into a dispute over what I should pay, I haven't recieved a cheque yet so defineatly haven't cashed one so the money from the bill I paid that was on time is still in BT's account yet now I have to phone some debt recovery and argue why I shouldn't be charged an extra 40% for a simple mistake that wasn't handled properly.

ARGH!

PinkLipgloss

Hi there,

I have had several issues with BT in the past with regards to being told one thing by operators and another thing actually happening.

The only way I have found to deal with them effectively is to be persistent (in a polite way!) insisting to speak to a Manager and then lodging an official complaint and requesting that they listen into previous calls (they can do this). This usually resolves the issue.

On one occassion when I was still not satisfied I refered the matter to Ofcom directly by telephone and it was resolved within 12 hours. The gentleman I spoke to at Ofcom was as disgusted by their service as I was!

I no longer live in the UK so thankfully have no further dealings with them.