BT unfair charges

coyley1

I will try to be succinct. But it takes some explaining

I ordered BT Infinity Broadband. Paid upfront charges including 12 months line rental in advance. £135.45p

BT Engineer came said problem with phone line would pass onto line section ( He never did) I called BT they tried to say that there would be a charge to fix phone line. I disputed this and a line engineer arrived sorted the line great.

Next step broadband installation. Waited in between 08:00 & 13:00 engineer arrived to connect me up. I had already set up the BT Hub. Engineer fiddled about went to box around the corner came back said everything is set will be activated later. I asked where was the infinity modem. He looked at me blank and rather impatiently said no, no everything is OK. Waited all day no wireless, no internet. Later that evening BT called. How is your broadband? I replied I don't know its not working. Oh! I explained about the lack of Infinity Modem. BT apologised profusely and said that he would check it out.

Over the next 14 days I called BT with regards this issue everyday. Everyone was very nice and said it would be sorted out ASAP. Finally after two weeks (without internet) an Engineer was booked for the Monday between 08:00 & 13:00 took the day off work waited until 14:00 no one showed and no call to say why.
Called BT passed around different departments, given a new appointment weeks away. finally I said enough is enough please cancel my order and return any monies that I had laid out. BT Customer service guy very nice pleaded with me to give him a chance to sort this out. Against my better judgement I said OK.

Eventually an appointment was made for the next Wednesday morning 08:00 to 13:00 fine Off work again. No Engineer arrived and again no phone call. Rang BT said I have had it with BT kindly cancel my order and return my money. BT again big apologies. my order would be cancelled and the money recharged to my credit card. Great? Contacted Sky everything sorted.

Well not quite as I have still not been refunded my £135.95p and to rub salt into a big BT wound I receive a final bill for £152.45p that includes a charge for breaking a contract. I contested this but BT still removed it from my bank account.

In total I'm out of pocket £288.40 and BT do not want to know.

I made no claim for wasting 3 days of my life or the hours on countless phone calls over two weeks.

Is this a suitable case for the small claims court? Has anyone any experience of this kind of claim?

Thank You

macman

You need to complain in writing (head it 'Complaint', send it by RD) when BT screw up on this magnitude. Don't text, phone or email, it will get you nowhere.
They then have 8 weeks to resolve it and the ball is back in their court.
If BT took the payment after you'd cancelled the DD, then your bank is at fault and you can ask them to refund it immediately..

BT_company_representative

Hi Coyley

I am very sorry to read of the problems you have had when trying to get an order with BT Completed. I can have this looked into for you.

I can also help with the charges and the bill that has been raised on your behalf.

You can contact me using the contact us details in my profile.

Thanks

Stuart