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BT PlusNet Mess Up

Hi
I wonder if anyone can give advice? Last year I had a bill from BT, when I was no longer with them, saying I owed £46. I had cancelled with BT to go to PlusNet and gave Plus Net a Mac Code I had been given by BT. I called BT and queried why I had been sent this bill and the customer service lady said she didn't know why, looked into my account, said it had been cancelled and I had nothing to pay. I made her repeat this and recorded it in writing, date and time. Some time later I had another bill for a higher amount. I called again and gave the above information. The lady said she would look into it and get back to me. No-one got back to me. Later again, I had a bill for a higher amount. I called again and gave the same information as above. Again I was told it would be looked into. Next I had a letter from a collection management co. saying the bill had been handed to them. I contacted them and gave them the information and they said they would give me time to sort it out with BT. This then started e-mails between myself and BT saying I did owe the original money as the Mac code hadn't been used, therefore the service wasn't cancelled. I stated that if I had been given the correct information to begin with, this could have been sorted earlier, but the lady said I still owe the money. I contacted PlusNet who stated they did use the correct Mac Code and tried contacting BT for me - no reply. The last e-mail was stating, from BT, that even though PlusNet say they used the Mac Code, in BT's opinion they didn't and I must pay the money. I disagreed as I stated that BT and PlusNet should be sorting this out, not leaving a customer in the middle of it all and doing nothing. Now the collection agency is chasing me again - I have again refused to pay. I also now have been told that PlusNet is a subsidiary of BT anyway!!!! Has anyone any advice on what I can do next, please??

Comments

  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Plusnet is wholly owned by BT, but run independently.
    No free lunch, and no free laptop ;)
  • Thanks. Any advice from anyone on my next step?
  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    Hi Whiten

    I can have this looked at for you.

    Send me an email using the contact us information in the my public profile.

    Thanks

    Stuart
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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