HELP! BT have stolen 500 quid and can't find my details on their system!

ajones28

I used to work for BT myself and it sounds like this charge may have been for BT Yahoo Internet Dial up Service. The best course of action now is to call back on 0800800150, try to do it in normal working hours, if possible, as you will tend to get an Indian call Centre Operator outside of normal office times as there are less English operators working during the evening (unfortunately I can't see BT ever getting rid of Indian Call Centres because they pay them so little over there, that they would lose so much money by bringing everything back to UK).
Anyway BT Yahoo Dial up Internet Service was £15.99 a month and you wouldn't believe how many calls we used to get from people who didn't realise that if you order BT Broadband that your Dial Up service isn't automatically cancelled, even if it's with BT as well. Call back and ask for a Manager. Explain to the Manager that you are due to go back to NZ and need to get this matter sorted out asap. Make sure you tell them that you were meticulous about cancelling everything the last time you left the country so this has got to be a company error. It all depends on the Manager you get. If you aren't happy though with the outcome of this call though, you can ask to speak to the Managers Manager. And you can always mention OFCOM. They are the last resort in the complaints procedure but mentioning them might just do the trick. Bear in mind as well that all advisors and all Managers have a limit that they can award as a good will gesture, so don't let them fob you off that they don't have the authority to refund you the money because they definitely do.
Look into Section 75 on your credit card as well, not sure of exact rules around this, but you should be able to get some of the money back at least. If they're not providing the service you're paying for then surely this is an option; just not sure how far back they would go in refunding you these charges.
Don't give up fighting though and try to remember to keep your calm when talking to BT. We all know it can be infuriating waiting 20 minutes to get through to a company(sometimes quicker, sometimes longer!!!), but remember a person is always willing to help a person more if they are polite but stern rather than someone who is screaming like a banshee down the phone.
Good luck anyway. Hope you get things sorted out.