Serious problem with BT

x12yhp

Hi guys,

This is actually a problem with a business set-up but I figured this was as good a place as any.

We shifted to a full BT package nearly a year ago to include line, total calls package as well as broadband and a few extras. This was troublesome from the start because we initially ordered online but they then decided this could not be done because we wanted to use an existing line which was with talk talk. Anyhow, after getting this cancelled and redoing it over the phone we were on our way but our billing was a mess. We got/get sporadic bills which do not have any obvious repeating nature, we do not know what is line rental, what is the calls package, what is the extras, what is the broadband. This was addressed several times (without a satisfactory outcome) before a relocation put it on hold. In said relocation we needed to move our number etc. and discovered that the information we had about keeping our number had clearly been nonsense. Anyway, we needed to expand our package for a second line and discovered we now had to sign a new 2 year contract and basically had no choice. Since then we have been able to get back on top of all the admin and have been chasing BT with regards to the billing. At present they just take money out by direct debit, sometimes they send a bill, rarely does it make sense with what we expect to pay and we have talked to them on numerous occasions with no success in resolving this.

So we are now in the position that they will not let us cancel because we are signed into a contract, they seem unable to provide proper billing information and will take action against us if we cancel the Direct debit (from which they presently take out whatever they seem to want!). So what can we do?! Is there some BT department we can contact which actually has the power to do something? Is there an ombusdman contact we can use (anytime we have tried in the past we have been told that we register the problem and they add it to their body of evidence, not look into individual cases)?

Many thanks

PaulONeill

Hmmm, having posted similar history of problems as a retail customer, I'm not surprised by your experiences. BT undoubtely love to have a direct debit from your account, because it means that they can just keep taking whatever money they deem appropriate at that time, whether they are entitled to it or not - "Charge Now, Justify Later".

I think that the first thing that you need to do is to complain about your billing, asking for clear information in writing, and yes it is possible to force them to put things down in writing. They can email you when they want to (they just don't like doing it). Talking to a call centre is futile because you will get a different story from each person you talk to.

If they cannot resolve the issues within an appropriate time - then you need to obtain a deadlock letter and take it to one of the arbitration services to get resolution (if its the same as retail).

I've found that keeping a log of your contacts is VERY helpful, you are likely to be on this trail for a long time.

Generally, speaking with contact centre operatives is just like entering an interminable maze, ideally if you can get a specific contact that you can keep working with - because there is no corporate memory of issues, and you will explain the problem time after time.

I wish you luck!

Buzby

Direct Debits have to be taken with your approval, it should not be (as far as I am aware) a pre-condition of service. It may cost you slightly more to be a non-DD customer, but it does not prevent you being a customer.

Further, as a business customer you have a requirement to have the billing paperwork correct for the money being paid, as you will have to account for VAT and prove the expenses you incurrent are correct, without a bill you cannot do this.

In your situation I would write, giving them 21 days to provide any missing invoices, and warning if these are not received your accountats will be terminating their DD facility due to lack of paperwork. You will then pay promptly on invoice by bank transfer.