BT refuse to cancel bill despite never having received service

DJOuk

I ordered BT Infinity on 23rd of June. I cancelled that order on the 24th of June.

Since then I have had nothing but problems. They've repeatedly failed to cancel my order, they almost sent an engineer out and so I phoned again and this time they said there was an error in cancellation and this time it's sorted. Fast forward and a £138 is taken out of my account, I phoned again and they said it wasn't properly cancelled. They told me to issue a direct debit indemnity against the amount which I did.

Now they're chasing me for the money. I phoned again and they now say I have to pay it despite never having the order activated or installed. I have paid it to avoid getting my credit history installed but I am at a loss on what to do now. They've stolen money from me effective under threat of ruining my credit record for a service they never installed where every error, aside from me making the initial order, has been at their end. Every phone call had led to no help at all.

Any advice?

kwikbreaks

Try contacting the CEO office. Try email initially most CEOs maintain a staff to handle complaints.

BT Retail

Mr Warren Buckley Managing Director

Email warren.buckley@bt.com
Telephone 0207 356 5431
Website http://www.bt.com
Twitter @bthelp
Personal Twitter @wazzer_bt

A BT rep will probably pick this thread up anyway.

FWIW I ordered Infinity and Openreach installed the line but it was a no-show for the Infinity install - I cancelled and had a full refund even though they had installed the phone line.

spacey2012

How did you serve the cancellation ? Over the phone to someone in India or by a letter in the post.

Quentin

Put all this in writing to them and ask for an immediate refund.

If you are unhappy with the response then escalate this.

Next time you get a bill you don't owe dispute it first don't pay it first then dispute it. Whatever they have done, they haven't stolen off you as you appear to have paid of your own free will!

DJOuk

Quentin wrote: »

Put all this in writing to them and ask for an immediate refund.

If you are unhappy with the response then escalate this.

Next time you get a bill you don't owe dispute it first don't pay it first then dispute it

I disputed it first but I have a good credit history (never missed a payment) and I am more concerned about ruining it and phone calls from debt collectors than for £130. So I felt I had to pay it.

DJOuk

spacey2012 wrote: »

How did you serve the cancellation ? Over the phone to someone in India or by a letter in the post.

Over the phone to someone in the UK. They do have a record apparently but have failed on numerous times to 'completely' cancel. Every time I phoned it was never 'fully' cancelled only ever 'partially' cancelled.

DJOuk

kwikbreaks wrote: »

Try contacting the CEO office. Try email initially most CEOs maintain a staff to handle complaints.

BT Retail

Mr Warren Buckley Managing Director

Email warren.buckley@bt.com
Telephone 0207 356 5431
Twitter @bthelp
Personal Twitter @wazzer_bt

A BT rep will probably pick this thread up anyway.

FWIW I ordered Infinity and Openreach installed the line but it was a no-show for the Infinity install - I cancelled and had a full refund even though they had installed the phone line.

This is very helpful thank you! I need someone who can actually do something at this point. All the people I phone are nice and polite but ultimately seem restricted by computers/policy.

kwikbreaks

I contacted the CEO office to actually get them to recognise that Infinity was available to me because their database was wrong. I used the Group CEO email for that - check first hit here -https://www.google.co.uk/#sclient=psy&hl=en&q=ceo+email+address as the forum blocks the url for some reason. I picked the BT Retail managing director for your complaint as it will be BT Retail you are having trouble with. If you get no response (and I had replies over the weekend) try the group CEO instead as that certainly worked for me.

My own cancellation was made over the phone when they called me the next day to give me a follow up appointment 3 weeks after their no-show.

BT_company_representative

Hi DJOuk,

I???ll take a look at this for you. Drop me an email with the details. You???ll get the contact details in my profile.

Cheers

David

DJOuk

BT sorted it Cheers BT company representative