BT dilemma

sharjay99

Right bit long winded story that my sister needs help with...

Last november she believed she had a problem with the phone line, Bt arranged an engineer appointment. Problem with phone was fixed before any engineer turned up so the appointment was cancelled over a phone call, something whoever took the call forgot to relay to the engineer or anyone else on the system so the engineer turned up but was sent away again.

Thought nothing more of it til last week when instead of a £26 payment sky tried to take £118 which thankfully wasnt cleared by my bank and gave her the chance to call them and query what it was, they accepted in this phone call it was error on their part, cancelled the engineer fee from the account and said payments were back to £26 and this would be how much the reissued direct debit would be for ( knows who she spoke to etc would this call of been recorded?) left the call feeling happy with the outcome.

Today unpon checking her bank they have again emptied it for £118 which was actually available, again phoned them speaking to various departments and getting no sensible answer. They have agreed to refund £60 keeping £58 to make her account a nil balance (cant get heads around how much it actually is charged quarterly but she paid £26 a month and the last bill she was £74 in credit)
Surely this means they should only of withheld a maximum of £26 from the £118 and refunded £92?

Shes leaving them now due to them being complete incompetant t***s but theyve said they will be sending a final bill (ummm keeping money for nil balance on account anyone?)

If theyve kept money to make the quartely bill 0 until may does this mean they will then have to refund 2 months worth of payments or is there anything she could do to get her money back?

the amounts owing are extremely confusing - £74 already in credit, they want to keep £56 meaning they are saying £132 will take it to a 0 balance, this is more than double the quarterly charge anyway.

Can anyone help make sense of it all?

wapow

I could help you make sense of this but i gave up reading because youve wrote

would of
could of
should of

and it hurts my bum when i see this. fix it and i will come back and help. its one of those things that really winds me up.

iniltous

Exactly which service provider are you angry at ?, the title says
BT dilemma, but you then mention Sky and direct debits,
which company charges for the line rental BT or Sky ?, if its Sky and they have charged you for a Openreach visit, even though you cancelled with them and they didnt cancel with OR, then Sky should be sorting it out with OR ( OR should get paid, but by Sky, not you) if this is the case whats it got to do with BT and why is it a BT dilemma ?

sharjay99

Sorry its BT, obviously had sky on the mind because she was talking to me at the same time about changing everything over to them