Bt.

atrixblue.-MFR-.

BT.

my OH has a rolling BT payment plan she fell behind because benefits c0ck up and has been chasing her bum with all bills not just BT.

BT called about her account, said they would disconect the line if she doesnt pay up in full OH explained circumstances, fellow on the phone was happy to accept £10.00 per week and keep the incoming calls active to keep the number due to having consultants and disability firms contacting us on the land line for our disabled child.

3 days later another BT call center operative called and demanded full payment for an oustanding account at the address not in my OH name, she refused to pay this, BT said they would disconnect the line if she didnt as policy states they do not allow a BT line when theres an outstanding account in debt at one address, OH explained she had an already set agreement to pay HER bill the call center said that they would have to terminate the line if no payment by certain date OH refused to pay somone elses bill.

they cut off the line and broke agreement.

called evening of cut off call center operative was rude and insulting, complaint made, complaint made about broken agreement, no contact over the phone, get an e-mail reponse call xyz number.

called the number get the same as what i was told before, pay the outstanding bill in someone elses name, tried to explain the agreement that was setup before the line was cut off the person was disinterested, wouldnt allow to speak direct with a supervisor or manager said they would call back have had no ring back. going round and round in circles trying to sort this but no at bt will listen been offering to pay more of the agreement previously set up to have the line active not interested. she keeps getting talked over and call terminated on her when she asserts (not swears or become overly aggressive but brings herself upto the level she's spoken to by the person on the phone).

with no resolution, and 4 weeks down the line fo this do you guys think the ombudsman will involve themselfs? someone needs to intervien as BT has no intention of doing anything other than hang up the line or get the payment for an outstanding account at the address.

Mark_In_Hampshire

Can you clarify something:

You say your OH owed/owes money for his/her line. Call that account 1 on line 1.

At the same property there's another person who they've also been chasing, so a second account. There can't be two accounts on one line, so that's line 2.

Your OH has kept to the agreed repayments on line 1

The other person has not, on line 2

And line 1 has been cut off


Is that right?

atrixblue.-MFR-.

Mark_In_Hampshire wrote: »

Can you clarify something:

You say your OH owed/owes money for his/her line. Call that account 1 on line 1.

At the same property there's another person who they've also been chasing, so a second account. There can't be two accounts on one line, so that's line 2.

Your OH has kept to the agreed repayments on line 1

The other person has not, on line 2

And line 1 has been cut off


Is that right?

your correct, sorry i should have clarified this.

Heinz

Got to be one for BT Customer Representative.

Mark_In_Hampshire

What I'd guess is - the way that the credit control works is that when you have multiple people defaulting at the same address, the leniency falls away.

Of course some addresses are HMO (multiple occupation) and again of course having two people at said address, who bear no relation to each other at all, does not mean that the two defaults are in any way connected. It does not mean that because person 2 defaults, person 1 (who already defaulted) won't keep to the repayment plan. However from a credit control point of view, it doesn't look great.

So it seems unfair to say the least. But then, person 1 (OH) has defaulted on the agreement and BT did not have to offer to extend any kind of repayment programme. They could have just stopped service. So it started out quite well from the OH's perspective. But, BT could have "called in the debt" at any time.

I see both sides of it. Given this, the line to pursue is a submissive, not an aggressive one. Yes, they backed down on what they originally told you, but that doesn't alter the position. All person 1 can do is ask. If they say no, or won't help, there are always PAYG mobile phones. It's not as if person 1 is somehow being denied access to the telephone system or the ability to make and receive calls full stop.

I'd suggest setting out what's happened in writing (e.g. via an email to them), be short and succinct (unlike me sometimes!) explaining in bullet point form what was agreed, what happened (showing the payments made as per modified agreement) and ask them to reconsider.

atrixblue.-MFR-.

Mark_In_Hampshire wrote: »

What I'd guess is - the way that the credit control works is that when you have multiple people defaulting at the same address, the leniency falls away.

Of course some addresses are HMO (multiple occupation) and again of course having two people at said address, who bear no relation to each other at all, does not mean that the two defaults are in any way connected. It does not mean that because person 2 defaults, person 1 (who already defaulted) won't keep to the repayment plan. However from a credit control point of view, it doesn't look great.

So it seems unfair to say the least. But then, person 1 (OH) has defaulted on the agreement and BT did not have to offer to extend any kind of repayment programme. They could have just stopped service. So it started out quite well from the OH's perspective. But, BT could have "called in the debt" at any time.

I see both sides of it. Given this, the line to pursue is a submissive, not an aggressive one. Yes, they backed down on what they originally told you, but that doesn't alter the position. All person 1 can do is ask. If they say no, or won't help, there are always PAYG mobile phones. It's not as if person 1 is somehow being denied access to the telephone system or the ability to make and receive calls full stop.

I'd suggest setting out what's happened in writing (e.g. via an email to them), be short and succinct (unlike me sometimes!) explaining in bullet point form what was agreed, what happened (showing the payments made as per modified agreement) and ask them to reconsider.

hi, my OH didnt default on the agreement BT did by shutting off the line contrary to the agreement accepted that if she paid x amount per week incoming calls would be kept active to allow her to keep her number and have the consultants etc contact us.
allthough she should have kept a better control of her phone bills wich is the reason why she is in this place.

e-mail was sent via the E-complaints process they have at thier website, all to the point no ramblings on. just the facts and what was agreed and broken, then the e-mail i sent after the rude person insulted and upset was to the point, how this person failed in his demeanor in taking the call, his attitude towards the situation and outragous assumptions, and he even swore at her at one point. my OH is not the agressive caller type, she's rather timid and nervous speaking to unknown people over the phone, and when she asked politely to stop talking over her so she could explain fully the situation he just exploded over the phone at her.

i understand that BT could have just ignored all at the first point of contact and shut the line down anyway, but as something was inplace and agreed its not fair to take this away due to something not relating to her and demanding payment for the account NO2. ive sent an e-mail off to the ombudsman, who may wish to help her sort this out.

BT_company_representative

Hi Atrixblue-MFR-,

I can take a look at this for you. The line should not have been stopped if a payment plan had been agreed. Please could you send me in your details using the link found in my profile?

Thanks

Paddy,

atrixblue.-MFR-.

wich link? theres 2 in contact info and the one on biography sends me to the complaints e-system.

Heinz

This one: http://bt.custhelp.com/app/contact_email/c/4950

atrixblue.-MFR-.

BT_company_representative wrote: »

Hi Atrixblue-MFR-,

I can take a look at this for you. The line should not have been stopped if a payment plan had been agreed. Please could you send me in your details using the link found in my profile?

Thanks

Paddy,

have sent over the info to you...

atrixblue.-MFR-.

not recieved any update to my OH case yet.