BT Alledging I owe money when I know I do not!

loztiggy

Hi all,

Just wondered if anyone has has a similar experience with BT?

I moved from property A to property B in early 2009. I had BT services in property A and moved these to property B, paying my usual monthly direct debit which was quite a large sum monthly (around £60 per month just for phone and net),

I then moved from property B to property C in september 2009. I informed BT well in advance and again smoothly (or so I thought) transferred my account to property C. I had mail redirection but didnt receive anything from property B. So my service and monthly DD continued for my services at property C.

In 2010 BT lowered the DD amount as I was in CREDIT with them.

So Imagine my suprise this month when I open a Debt collectors letter for BT! a DCA alledging I owe over £70 from my "final bill" for property B. I know I do not owe money, as my DD never stopped, therefore any money I owed on account was paid as my account number never changed. BT are insistent I owe this money.

Strange also I have heard NOTHING at all from BT about this alledged debt other than the letter from the DCA with fees added on.... If I owed BT this money all along why havent they ever sent me ANY letter or Called me????

I have been speaking to a "high level customer advisor" via Email who just comes back each time saying I owe it, and sending copy of the final bill to "prove" it, but that proves nothing, it shows charges for the final months at property b, which will have been paid by DD as this never changed until BT lowered the amount as they owed me money!

Any advice please?

DUTR

contact the customer relations dept or billing dept to get the bill clarified, not sure why you are doing it via email, when it sounds like something you need to speak to somebody about.

loztiggy

Im doing it Via email as I want evidence of the communications between myself and BT so nothing can be misunderstood, or in case of it going to court. They have clarified, they say it is the final bill for property b. However, as I have tried to explain with no luck, I was paying say £60 a month to BT by direct debit for account number 12345, I moved, and was still paying £60 a month for account 12345, until 2010 when they said I was in credit and they lowered the DD to £20 pm, so therefore account number 12345 has been paid up to date, yet they are saying there is £70 unpaid on account number 12345. It makes no sense.

DUTR

loztiggy wrote: »

Im doing it Via email as I want evidence of the communications between myself and BT so nothing can be misunderstood, or in case of it going to court. They have clarified, they say it is the final bill for property b. However, as I have tried to explain with no luck, I was paying say £60 a month to BT by direct debit for account number 12345, I moved, and was still paying £60 a month for account 12345, until 2010 when they said I was in credit and they lowered the DD to £20 pm, so therefore account number 12345 has been paid up to date, yet they are saying there is £70 unpaid on account number 12345. It makes no sense.

Well fight the mighty BT PLC, they probably own the best Legal Dept.
I hear what you are saying, but it seems you are too stubborn to make a free call (from a BT line) to 150 , for some reason the error maybe realised and resolved during that call :j

loztiggy

Because if I make calls and it goes to court I have no proof over what is said, its nothing to do with being stubborn, im protecting my own back. They might have a good legal department but im sure If I walked into court with all my bills and bank statements to a judge who can do basic maths they would have wasted a whole lot of money for nothing! If your advice is to basically belittle me and say I should call them, then please dont add anymore to this topic. I am conversing via email to someone who is higher than anyone on the phone lines, so I dont see what I would gain by speaking to someone who usually misunderstands the most basic of conversations (as I typically find when I call BT the operators dont seem to understand my language) and leaving myself open to BT saying I said anything they wish on the phone.

DUTR

loztiggy wrote: »

Because if I make calls and it goes to court I have no proof over what is said, its nothing to do with being stubborn, im protecting my own back. They might have a good legal department but im sure If I walked into court with all my bills and bank statements to a judge who can do basic maths they would have wasted a whole lot of money for nothing! If your advice is to basically belittle me and say I should call them, then please dont add anymore to this topic. I am conversing via email to someone who is higher than anyone on the phone lines, so I dont see what I would gain by speaking to someone who usually misunderstands the most basic of conversations (as I typically find when I call BT the operators dont seem to understand my language) and leaving myself open to BT saying I said anything they wish on the phone.

It is not to belittle you, I have every confidence the case will not go to court, it's obvious there is a simple billing error, however you do seem hell bent on being David vs Goliath (BT) , the time it takes to send somebody to court, is not going to pay a day's wages for the representative, I know when they changed the billing cycles I was not a happy bunny and decided to cancel my line, then when my bill showed a cancellation, a phone call soon resolved the issue in my favour, I'm no more special a customer than you, only difference is I don't think you are going about all this in the most effecient way, besides there is aBT rep on the forum , perhaps it would be worth you contacting them to highlight your issue :beer:

DVardysShadow

DUTR wrote: »

It is not to belittle you, I have every confidence the case will not go to court, it's obvious there is a simple billing error, however you do seem hell bent on being David vs Goliath (BT) , the time it takes to send somebody to court, is not going to pay a day's wages for the representative, I know when they changed the billing cycles I was not a happy bunny and decided to cancel my line, then when my bill showed a cancellation, a phone call soon resolved the issue in my favour, I'm no more special a customer than you, only difference is I don't think you are going about all this in the most effecient way, besides there is aBT rep on the forum , perhaps it would be worth you contacting them to highlight your issue :beer:

I left BT because it became plain that their script monkeys were a complete waste of space in that they were impotent to resolve issues and BT were also unable to deal with matters in writing. loztiggy's insticnt to want this dealt with in a recordable form is completely sound and while I would congratulate you for getting a service issue dealt with over the phone, I'd say it was a lucky fluke.

loztiggy

THANKYOU!! Finally someone understands! When someone assigned from the CEOs office to deal with my issue cant grasp the basic concepts of what im saying in writing why should I further exacerbate myself by getting wound up on the phone?

Maybe this would be better in praise,vent and WARNINGS, as a WARNING to people not to use BT, as you will be happily paying on time every month for 7 years so so and then get a letter out of the blue from a DCA with added fees about ficticional amounts of money owed. I notice the "high level rep" I have been sepaking with cant produce any evidence to letters sent informing me of my supposed debt, as none clearly were!

DUTR

loztiggy wrote: »

THANKYOU!! Finally someone understands! When someone assigned from the CEOs office to deal with my issue cant grasp the basic concepts of what im saying in writing why should I further exacerbate myself by getting wound up on the phone?

Maybe this would be better in praise,vent and WARNINGS, as a WARNING to people not to use BT, as you will be happily paying on time every month for 7 years so so and then get a letter out of the blue from a DCA with added fees about ficticional amounts of money owed. I notice the "high level rep" I have been sepaking with cant produce any evidence to letters sent informing me of my supposed debt, as none clearly were!

I have already left BT, but I would not suggest folk leave BT based upon a minority of negative experiences posted , especially on this thread :cool:.
But as mentioned the issue will not reach a court case stage

BT_company_representative

Hi loztiggy,

Did you get this sorted?

If you want I can look into this for you. You can get our "Contact Us" link by clicking on my username.

Thanks,

Stephanie

loztiggy

NO its not sorted, "denise nethercote" is supposed to be handling it but just keeps coming back saying "pay the DCA" essentially.

I cannot owe this money, if I did you would have cut me off by now, as its the SAME ACCOUNT IM STILL USING that you are alledging I owe money against.

So if you can do any better than denise, please do stephanie.