BT Fraud where to go

bobthebuilder69

I turned my BT vision on sunday morning to record the hackney weekend on its record facility, it wouldnt work? phoned help and they got me to reset everything (no mention of any issues with anything else) so factory re-set later (lost everything) stilll wouldnt work!

Called back an hour later to be told my account had been cancelled? I asked why they say someone cancelled it on the 22nd June! Ok i ask whom and at what time (i was at work all day) im the only name on the account! they then say (after a long wait) it was done internally (BT member of staff) and confirm no-one has contacted them regards the account. I ask who cancelled it they wont name the staff member

Turns out the account was upgraded to infinity on the 22nd of may by a BT staff member (upto £51 a month) again no record of any communication regards the account!! and was done internally (By BT staff member) then cancelled on the 22nd June.

So my account was closed, checked with my bank today and a payment of £115:00 has been taken! my bank say its fraud?

Ive cancelled the direct debit, what can i do??

ktothema

I haven't got much to help but is the £115 what you'd expect to pay normally? Do you have a bill relating to it? These points could be extremely important in proving whether BT have done wrong (which it sounds like they have).

I'd suggest making a formal complaint in writing, including a big gun. Someone here will probably know the correct big gun to write to. If you get no joy after that you may have to try offcom, but you would have to go through proper complaints with BT first and they may only look specifically at the charges made after the account closed rather than the details of why your account closed.

bobthebuilder69

Usual bill has been £35-£40 a month the increase is for the new infinity equipment etc after 8 hrs on the phone BT say it's been done internally admit I've requested no upgrade etc and intact had no communication with them they admit it's their error but still no refund just batted between BT people they I'm sure try to wear you down. Ofcom I've already logged the issue once my bank used the word fraud it seemed applicable!

BT_company_representative

Hi bobthebuilder69

That does seem strange, if you checkout my profile section you will find my contact details and if you send me over your details I will gladly look into this to see what happened.

Regards David

bobthebuilder69

David message sent, 9hrs so far on the phone to BT trying to sort this, hardly acceptable?

bobthebuilder69

David I tried to message you an update we were assured and promised a telephone call tonight (Tuesday) between 4:30pm and 8:00pm to our landline. We even doubted to your representative anyone would call and were constantly assured the call would be made..... No call was received.

Another night wasted, time I will never get back my life eating away! can BT even spell customer service? I'm bored of false promises enough is enough!!