Bt Woes

m0nkeylover · 17 February 2014 at 5:56PM

My mum has recently joined BT from sky and the whole thing has been a shambles, for a huge company like BT i'd expect a lot more.

She joined through topcashback using their referral scheme for the £141 cashback (infinity package plus line rental), this was on the 11th jan, the line rental was paid in full including £6.95 delivery for the router, so £148 in total.
The confirmation email came through straight away giving order details, transfer date, router delivery date etc.

The phone line got transferred on the date provided but the router didn't arrive as promised, the internet went off on the same date.

She rang BT and spoke to one of the customer services team who informed her that they had no record of the infinity order being placed, even though my mum had the confirmation email and the BT lady could see the £141 referral cashback pending on her system (from infinity+phone line).
The lady sorted out the mix up over the phone and a date was given for infinity installation.
So that's all installed now and running fine.

Here's where the problem lies..

She has been billed for her first months line rental, even though she went down the pay a year i full route, to save money.

She cannot access her online account as the password and user name she provides don't work - they are correct. Says there is an error.

Her cashback has been declined!! I've got a feeling this is because of the mix up with the original order, all BT's fault.

The whole reason she swapped over to BT was it worked out a good deal once the cashback and money saved from paying a year upfront was added in. Now it seems like BT has diddled her out of both, totaling around £200, shameful.

I'd appreciate the BT rep to look into this please, it's going to be taken to the ombudsman otherwise.

I've seen a few threads about this now so it certainly doesn't seem to be a one off.