MSE News: BT reveals price rises - but you can escape the hikes

steven_cardwell

I've had emails this morning about refunds that add up to them owing me £25.10, so unless I get a call/email from CEO office, looks like I'm chasing them again over how they are paying it as due to the bill I got earlier I've shut my direct debit.

Nothing seems clear with BT, there are all these rwgunds yet the bill on my BT still shows as £222 with an outstanding balance of -£25, so if I had left direct debit open were they still going to try and take the £200+ then refund it into bank, nothing makes any sense,

As far as I was concerned after the agreement that there was no penalties, the final bill should have been right in the 1st place with a straight forward refund into bank account, followed by direct debit then being closed.

teddysmum

If your balance is -£25, then they are offering a refund of £25.

steven_cardwell

teddysmum wrote: »

If your balance is -£25, then they are offering a refund of £25.

The bill was £222, it was only after I complained again that the credits have been applied to the account, the CEO Office say the refund I'm now due will be sent out as a cheque

teddysmum

steven_cardwell wrote: »

Nothing seems clear with BT, there are all these rwgunds yet the bill on my BT still shows as £222 with an outstanding balance of -£25, so if I had left direct debit open were they still going to try and take the £200+ then refund it into bank, nothing makes any sense,

My reply was to this, as it reads as though you still think they would take the £200, but it's clear that they are giving you £25 and not taking money.


My last bill had a debit , then a credit, which balanced to mean they owe me a few pounds.

steven_cardwell

teddysmum wrote: »

My reply was to this, as it reads as though you still think they would take the £200, but it's clear that they are giving you £25 and not taking money.


My last bill had a debit , then a credit, which balanced to mean they owe me a few pounds.

Thing was that is what i meant, i've had that many different answers from BT CS, i've had to ask 3 times to get BT Sport switched off when i moved to Sky, even though i had already said i didn't want to keep it, another 3 calls asking for a jiffy bag to be sent out, to be fair i was now at the stage that i had no idea what BT was going to do with the final bill, the fact that i phoned the night before the bill was issued as the £222 was showing in charges pending and they couldn't do the refunds to issue a correct bill today and it was only sorted after getting the CEO Office involved again speaks volumes for the state of the lower tier BT Customer Services.

What I meant was as the bill wasn't correct in the first place and the refunds had been generated after the bill, BT were never very clear about it all, plus the fact my online account still doesn't show a reissued bill with the credits on it, they could have quite easily wanted to take the money for that bill then refund it all on yet another bill, the way they have been acting lately, that wouldn't have actually surprised me!



Considering the notes and the CEO office being involved then the last bill should have been correct without the need to phone CS or email the CEO office again.

daleski75

Got my final bill from BT and it's a touch higher than the £30 cease charge (gone to VM) at £293 so will be contacting BT first thing this morning to find out what has gone wrong.

Has anyone else got their final bill which is far higher than what they where told?

I was worried this would happen despite BT customer services telling me there is notes all over their system and I will not get charged blah blah blah.

Let the battle commence.

teddysmum

Mine was correct to the penny.

daleski75

They have passed on my details to the adjustment team as they forgot to cancel BT sports which meant the contract was not fully cancelled.

Hopefully they will be in touch within the next 48 hours to let me know they have credited my bill before the 28th which is when it comes out of my account.

Tharweb

Woke up yesterday to find a red light on my router and no broadband. I wasn't due to be switched to Plusnet originally until yesterday, then changed to today but I got a text on Wednesday night to say it had been delayed until next Thursday.

I rang BT who confirmed that my line had been ceased due to the request for migration. They still acted on the original provisional date for migration. So not only did I appear to be without internet, but did I realise that I was subject to early termination charges of £200+ due to ending the contract early. Err, I don't think so!

So I had to go through the everything again. I won't go into the boring nitty gritty, but they would not back down and I had to insist on speaking to a manager, and putting in a formal complaint.

I received a call from the complaints team today to say they had "placed my order to remove me from the BT contract so when you take your services to the other provider you will not receive cancellation charges". I was slightly confused with this as following the BT disconnection I got Plusnet to connect me to their network within minutes, so I advised i had already taken my services to another provider. The adviser said, she meant when I transferred my phone line. Now the phone line is not due to transfer until 5 December, I'm not in contract as I paid LRS to 26 November, and I have already paid line rental in advance to 7 December, so I'm not sure why I have to do this, but if that's what they want.

Anyway, I was assured that there would be no charges for leaving the contract. Watch this space!

daleski75

Tharweb wrote: »

Woke up yesterday to find a red light on my router and no broadband. I wasn't due to be switched to Plusnet originally until yesterday, then changed to today but I got a text on Wednesday night to say it had been delayed until next Thursday.

I rang BT who confirmed that my line had been ceased due to the request for migration. They still acted on the original provisional date for migration. So not only did I appear to be without internet, but did I realise that I was subject to early termination charges of £200+ due to ending the contract early. Err, I don't think so!

So I had to go through the everything again. I won't go into the boring nitty gritty, but they would not back down and I had to insist on speaking to a manager, and putting in a formal complaint.

I received a call from the complaints team today to say they had "placed my order to remove me from the BT contract so when you take your services to the other provider you will not receive cancellation charges". I was slightly confused with this as following the BT disconnection I got Plusnet to connect me to their network within minutes, so I advised i had already taken my services to another provider. The adviser said, she meant when I transferred my phone line. Now the phone line is not due to transfer until 5 December, I'm not in contract as I paid LRS to 26 November, and I have already paid line rental in advance to 7 December, so I'm not sure why I have to do this, but if that's what they want.

Anyway, I was assured that there would be no charges for leaving the contract. Watch this space!

I got an email from the adjustments team and of the £293.36 they have refunded me £289.99 so not going to complain about the last remaining £5.00 which they did not credit me as I am just glad to finally see the end of it.

Something tells me a lot of people will be getting final bills way higher than what they expected and having to give BT yet more calls.

By comparison I phoned Sky said I wanted to cancel they said that is fine and that was that I got a final bill which came out of my account and no further phone calls necessary... it should be that easy!