BT created 2 orders for me and charged me twice, how do I get my money back?

Lineyh · 9 December 2011 at 2:02PM

I placed an online order for landline and broadband in early Oct, BT called 2 days later to advise that the order didn't go through owing to a technical error and proceeded to set up the order on the phone.

It seems that the first order did go through to the extent that BT have issued me with 2 customer account numbers and have debited me twice for the 1 year Line Rental Saver that I requested on my order.

I have spoken to BT advisers 6 times on the phone and though they reassure me that they will credit the money back to my bank it hasn't happened.

Any advice of how I can speak to or write to someone at BT who can actually help rather than advisors who claim that they can help but never come up with the goods. I've been told I'll be called back, no calls were received. Also, the advisors told me that neither they or their supervisors can release an email address to a customer.

Great customer service BT.

Very fed up and £120 down since early October

Any help would be appreciated.