BT ... Four years on

RonaldMcDonald_2

Hi All,

I'm looking for some advice.

Four years ago I moved flats and requested BT to move my accounts. Although it took 3 months to appear on their system they did the move incorrectly. My BT services were shut off and I had to sort it out over the phone.

Basically rather than move my account from one address to the other they setup a second account and kept both in my name. After nearly 30 hours on the phone I was told this was resolved and that was the end of it... or so I thought.

Last week my washing machine packed in so I went to currys to buy a new one on credit. I was instantly refused which was a shock as my credit rating has always been good. After checking my credit report it looks like registering with the electroll roll last month has linked my addresses. Which has also surprisingly brought through a bill with bt for £227 that has missed payments for over four years.

Does anyone have any suggestions on how to resolve this. I don't know where to start.

I still have the emails I sent to customer support which prove some of the communication but unfortunately most of the communication was over the phone.

Tixy

I would start by writing to BT state that you have noticed an entry on your credit file for an alleged debt to them.

Briefly explain the original error and their agreement to correct it and ask them to correct your credit file(s) to remove the outstanding balance and any negative markers (e.g. defaults/missed payments etc).

Hopefully they'll check back and correct based on that, if they come back to say anything different you can then take it further (escalate to a formal complaint, show them the evidence that you do have etc).

RonaldMcDonald_2

Thanks Trixy. I'll update if i get anywhere