BT Overcharging Cancellation Fee

adamantine

cancelled my BT phone and broadband 2 months early. was quoted twice over the phone that i would be charged £19.25 cancellation which was fine then any other line rental and charges would be refunded to me.

just got my bill today and ive been charged £23.70 cancellation. i rang them and was told that "my computer says £23.70" dont really care what the computer says i was told £19.25 so i expect to be charged £19.25.

got a call back from a supervisor who said there were no notes on my file to say that i would only get charged £19.25 so the £23.70 charge would remain. i told him that he should listen to the recordings of my last 2 calls and he would hear me clearly asking both times what the cancellation fee would be and being told £19.25.

he then started asking the date and time and name of the person i spoke to. well i wash changing phone suppliers so i had spoken to several different people getting quotes etc so i cant remember. he then asks me if it was a male or a female i spoke to. still cant remember as i was speaking to people from orange, bt and sky that week negotiating the best deal. again he asks me the name of the person i spoke to and the date. still not getting that i cant remember!!

we finished the call by him saying that he will listen to the call and if it says £19.25 he will call me back and i will only be charged £19.25. he ended the call before i could get his name. funnily enough i do not think he will listen to the calls and i will not get my full refund as my account is over £70 in credit which i am now waiting on being credited back to me.

i know its only about £4 but if im quoted a price i expect to be charged that price. where can i go from here? i rang the number ending in 150 and went to the problem with you bill option (once i eventually found it!)

adamantine

no one at all?

Buzby

Well, it's your word against theirs - did you record the call? You cannot rely on them doing so, which is why MSE always suggest you do in matters where contractural disputes may occur. That said, ask for a breakdown on how the revised price was calculated. I'm assuming the earlier rate was base on the 'old' line cost, and the new one after the price increase.

adamantine

Buzby wrote: »

Well, it's your word against theirs - did you record the call? You cannot rely on them doing so, which is why MSE always suggest you do in matters where contractural disputes may occur. That said, ask for a breakdown on how the revised price was calculated. I'm assuming the earlier rate was base on the 'old' line cost, and the new one after the price increase.

BT record all calls.

i called them back today anyway and got through to billing this time which isnt where i landed up last time apparently even though i selected the correct options.

it was noted on my account that i was quoted £19.24 (woohoo extra 1p back!) but there was no record of my call yesterday. she has actioned the extra credit and yesterday my original credit of the overpaid line rental etc was sent out so ill have all my money back within 5 working days.

Buzby

A pretty sweeping statement - BT may have a policy to record all calls, but you cannot rely on it. (Especially if they cannot trace your most recent call). To protect yourself, always record your own - 90% of the time you may never need to refer to it, but it is more than useful when you do.