BT - Argument Over Direct Debit Date

CptBlack

I've recently had a problem with BT which started at the end of November. I'll explain this in the order that things have happened, or that I've learnt how things are worked out. My services are BT broadband and calls (£18), BT Vision (£4), line rental (~£14)


I'd always believe my bill was scheduled on or after the 28th of each month to coincide with being paid.


For the payment to be taken out at the end of November it came out on the 27th. Being a tight month it took me over my overdraft and bounced.


I wrote BT a letter (10/12) asking why the date had been moved and and expecting that my next bill be reduced by the bank charge. I also included in the letter a technical query about BT Infinity I would be keen to upgrade - they have not mentioned this since. Perhaps foolishly I cancelled the direct debit while I waited for them to respond to my letter - I didn't want them taking the money next month if it was going to be before I was paid again.


I received no response so I wrote a second letter on the 3rd Jan. In the meantime I had 2 late payment charges. I said I expected the 2 late payment charges and the bank charges to be withdrawn, and that I 'was not happy' that it had taken over 3 weeks to respond (lesson learned, I sent this one recorded)


I received a phone call within a few days. It was explained to me that direct debit date was calculated by a billing date which is in turn calculated from the Exchange and was immovable. The lady said she would reduce my bill by one late payment charge (nothing about the bank charge) I said this was unacceptable, but that I would pay the remaining amount and then to be transferred to the disconnections department.


The fellow there was a little more helpful, but his hands were tied. He did say he could set my direct debit date to whatever I wanted, but I had decided I didn't want to stay with BT any longer so it was fruitless. he said to wait for a final bill and pay then.


Great I thought, I paid the new amount online, signed with TalkTalk, expecting one or two more normal bills from BT before the switch over.


Next thing I know I've got a new bill for £65 which includes two reconnection charges at £12 each. and charges up until the end of Feb - my switch over is scheduled for 23/01. The reconnection charges were not mentioned by either of the phone operators, or on the website when I paid (at least not in a clear manner) If I had, I would have taken different actions.
Then I got home and found a letter telling me to expect £92 of disconnections fees. I expected something as I have a few of months left on BT vision.


So I write another letter, complaining about both parts. One, I had agreed to pay the one late payment charge to end the matter and move on, now I'm getting lumbered with a further £24 worth of charges. And also how the £92 can be calculated from a few months of £4 a month BT Vision.


I received a phone call response today. Apparently I'm expected to pay for the vision box with comes to more that the total contract - because I want to leave it early. Given their charging structure, it would be cheaper for me to stay with BT for 4 months (finishing the contract) than paying the amount due on the contract early and moving to another supplier -that cannot be right!
Then, with the reconnection fees, apparently its in my contract. But I feel this should have been made clear when I was dealing with the two people one the phone and when making the payment (apparently it is, but I didn't see it and I normally spot these things)


Finally, I have checked through around 8 bank statements tonight, and most of them have the payment taken on or after the 28th. There are a couple that are taken on the 27th, but I was paid early from work so didn't notice it.


Where things stand at the moment, I'm expecting a final bill from BT to include all of the above charges. My plan is to write back disagreeing with their calculating and proposing to pay for services up until the switch over date, then the cost of BT Vision for the remaining 4 months. I'm so angry with the way things have gone, if they refuse to take that, I'd be tempted to say take me to court.


Apologies for the long-winded post, but I felt I had to explain as much of the situation as I could. I'm asking for a bit of advice and wisdom, particularly on what I can expect in response from my 'final calculation' of what I expect the final bill to be.


Also, I noticed on my letter from TalkTalk that I have the right to cancel there before the contract starts. I suppose an option may be to see out the final few months of BT before going to TalkTalk if I am categorically wrong.


Many thanks for reading this far!

BT_company_representative

Hi CptBlack,

The Direct Debit is normally collected 10 days after the bill is produced. We do state on the front page of the bill, what date the payment will be taken. The date the bill is produced can change depending on if it is the weekend, this is why we advise the payment due date on the front page of your bill.

The only way you can select the actual payment date your payment is taken is on the Monthly Payment Plan Direct Debit. This involves your bills being changed to a quarterly statement and you monthly payment are calculated into 3 equal payments and taken on the date you choose.

I can take a look to see if anything can be done. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

DonnySaver

I've just contacted BT to try and change my direct debit date also. I've been told that it cannot be moved because all BT customers who pay their bill in full are all billed on the same date and everyone's payment comes out 10 days after billing.

I've been told I can move to a monthly payment plan (NO WAY!) and that will allow me to select my payment date.

My employer is changing the day I get paid every month. I've had to contact 11 other companies who take regular payments from me and ALL of them have been able to help me.

BT is the only company who cannot change a direct debit date!!
What RUBBISH! :mad:

CptBlack

Yes, not very good customer relations! It feels like you're being penalised for a. Paying in full each month, and b. choosing to pay by direct debit!

In the end, I got a final letter (them having contacted a debt recovery agency) that had been extremley badly written. It had also been merged with a previous template and contained so unrelated information about a BT Engineer visit. When I queried this, they very quickly back tracked.