Can BT refuse to refund overpayment until final bill produced?

Dizzy651

Hi

My service with BT terminated on 22 October. The final bill was dated 19 October for the period to 19 November. I phoned BT to explain that my service had terminated and they cancelled the DD and told me to just wait for the final bill.

A few days later a letter arrived from BT telling us to pay or have the service restricted. I was away so my husband called and paid not realising our service had already ended or what the amount covered.

I have now contacted BT and asked them to refund roughly £35 which they will owe me so that I can pay the new supplier. They refused to do this and say I must wait until the final bill is processed at the end of November.

When I asked how they could refuse to refund money that I have overpaid until another month had passed I was told that the OFCOM policy allows it. However, they could not tell me what that policy was called/where it could be located (I can't find it online).

Surely this is just a way for BT to get more money.... for every customer that leaves them whose DD goes out, they get an extra month's worth of interest from the bank (or however that works).

Can they do this?

Dizzy651

I made a complaint and all of a sudden it's become possible for BT to raise my final invoice sooner than was possible before... strange that!

teddysmum

My termination date was the same as yours and I was charged in advance to mid November, so rang to confirm that any overpayment would be refunded.I got my final bill today (just a week later), stating that I'm in credit and that my bank account will receive the refund.