Where do I stand legally?

~*~Louisa~*~

So I opened my BT bill to find it over the top high for thequarter...

I had been charged £168.96 for an engineers visit.

Now We had a fault on the line and I booked a visit, I then canceled it when the phoneline started working again, the engineer came anyway, I told him on the door step I cancelled as its fixed itself and he told me " I might as well come in and have a look anyway" so I agreed he said he found a small fault where a cable they provided was shorting out the line, this wasnt the origanal fault as it had sorted itself out.

I didnt think anything of it though I did phone BT afterwards to ask what was going on and they said I hadnt cancelled but changed it to another day instead.

Never was the posibility of being charged mentioned, obviously if it had I would of said he couldn't come in and made sure he didn't

From a legal standpoint can they charge me without ever saying you could be charged for this visit?

Biggles

When they make the appointment, they always say, 'If the fault isn't with our equipment, we'll charge you'.

When the phone started working again, you should have phoned and cancelled the appointment, then they couldn't have charged.

~*~Louisa~*~

I then canceled it when the phoneline started working again

No one said that to me, and I DID PHONE TO CANCEL THE APOINTMENT! infact I have had engineers out to this phoneline well into double figures and NO ONE HAS EVER SAID I MIGHT BE CHARGED EVER

and also the fault was with the extension THEY provided to fix a previous fault in the line which is there equiptment

So back to the Question... from a legal standpoint if no one mentioned the posibility of being charged where do i stand?

crazyguy

~*~Louisa~*~ wrote: »

No one said that to me, and I DID PHONE TO CANCEL THE APOINTMENT! infact I have had engineers out to this phoneline well into double figures and NO ONE HAS EVER SAID I MIGHT BE CHARGED EVER

and also the fault was with the extension THEY provided to fix a previous fault in the line which is there equiptment

So back to the Question... from a legal standpoint if no one mentioned the posibility of being charged where do i stand?

This same senario was in the paper on sunday and they charged a customer approx £180.00 for an engineer to be called out and only credited half the amount upon complaining to them.

I would imagine you would be in a simular position to them and at the most maybe get half credited if you state that you were not informed of any charge as I doubt BT will back down on the full amount, try writing them a letter and dispute the full amount.

~*~Louisa~*~

I've emailed the CEO about this since there customer service are the ones that mucked it up in the first place theres no way, he has passed it onto the service department (Which will be high end complaints, as every time I email the CEO it gets passed onto them)

What paper was that in btw? if I can say well look its not only me this has happened to then theres definatly no leg to stand on for them

lucylucky

I emailed to report a fault recently, using the online facility, and was called back to say it was being looked at but if the fault was found to be with my equipment (ooer missus) then there would be a charge.

Fortunately it wasn't

crazyguy

~*~Louisa~*~ wrote: »

I've emailed the CEO about this since there customer service are the ones that mucked it up in the first place theres no way, he has passed it onto the service department (Which will be high end complaints, as every time I email the CEO it gets passed onto them)

What paper was that in btw? if I can say well look its not only me this has happened to then theres definatly no leg to stand on for them

News of the world !

CoolHotCold

crazyguy wrote: »

News of the world !

... seriously, people still call that a newspaper?

~*~Louisa~*~

Fantastic thank you, means now if they try to make the point oh we always say it I can prove it is not the first time they haven't

fluffnutter

~*~Louisa~*~ wrote: »

I've emailed the CEO about this since there customer service are the ones that mucked it up in the first place theres no way, he has passed it onto the service department (Which will be high end complaints, as every time I email the CEO it gets passed onto them)

What paper was that in btw? if I can say well look its not only me this has happened to then theres definatly no leg to stand on for them

Which begs two questions: 1) why are you still emailing the CEO? and 2) just how many problems do you get with your line??

~*~Louisa~*~

oh every BT issue has been sorted well after emaling the ceo but you can not contact high end complaints directly it takes months to get to them but one email to ian livingstone and your first contact gets to them. or to other departments higher up as needed, phone the customer service and you will get a grunt who can not even give you a superviser

And origanally it was one problem which took about 6 months of reporting it every other week (It was an on off fault and by the time they sent someone out it came back on, then a day or two later would start again and we would start the process again, they kept denying a problem till one day they came out when it was still messing up and they traced it back to the exchange) we would of gotten rid of BT along time ago but the broadband we are with need a bt line