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British Telecom (or should that be 'Brutish Telecon'?).
patman99
Posts: 8,532 Forumite
in Phones & TV
Is the following normal practice for BT ?.
Roll back the clock to last Friday week and my son, having moved in to his new LA flat, decides to get the phone connected. He phones BT who take £90 from him due to his poor credit history. They claim that they will hold on to this £90 for 6 months then refund him it.
As he is also signing up for their bb package he is pleased to discover that within an hour he has an email confirming his order and including his login details for use on BT wifi hotspots. Lucky for him a nearby neighbour is a BT customer so that allows him to use their internet connection whilst his gets connected.
Jump forward to Monday and he can no longer access the net so phones BT.
BT tell him that as the previous tenants ran-up a huge bill, the line has been disconnected and has been since January 2014. They also tell him they don't now how to reconnect it and have therefore cancelled the order.
They are willing to raise a full new connection order, but need the £90 paying again (despite not actually refunding the original £90).
Today, he phones BT again and they just won't raise the new order using the original £90 and what is more, can't tell him if/when he will get the original £90 refunded. In fact they put the phone down on him 3 times when he asked about the refund.
Due to BT's inability to undertake the simple task of reconnecting a line, my son is left with only his mobile phone for contacting the outside world and that isn't much use as he is in an all-network mobile deadspot so the signal is intermittent to say the least.
Is it normal for BT to fail to issue a refund for a service they canceled before it even started?. And is there a contact name that I can use to escalate a complaint ?.
Roll back the clock to last Friday week and my son, having moved in to his new LA flat, decides to get the phone connected. He phones BT who take £90 from him due to his poor credit history. They claim that they will hold on to this £90 for 6 months then refund him it.
As he is also signing up for their bb package he is pleased to discover that within an hour he has an email confirming his order and including his login details for use on BT wifi hotspots. Lucky for him a nearby neighbour is a BT customer so that allows him to use their internet connection whilst his gets connected.
Jump forward to Monday and he can no longer access the net so phones BT.
BT tell him that as the previous tenants ran-up a huge bill, the line has been disconnected and has been since January 2014. They also tell him they don't now how to reconnect it and have therefore cancelled the order.
They are willing to raise a full new connection order, but need the £90 paying again (despite not actually refunding the original £90).
Today, he phones BT again and they just won't raise the new order using the original £90 and what is more, can't tell him if/when he will get the original £90 refunded. In fact they put the phone down on him 3 times when he asked about the refund.
Due to BT's inability to undertake the simple task of reconnecting a line, my son is left with only his mobile phone for contacting the outside world and that isn't much use as he is in an all-network mobile deadspot so the signal is intermittent to say the least.
Is it normal for BT to fail to issue a refund for a service they canceled before it even started?. And is there a contact name that I can use to escalate a complaint ?.
Never Knowingly Understood.
Member #1 of £1,000 challenge - £13.74/ £1000 (that's 1.374%)
3-6 month EF £0/£3600 (that's 0 days worth)
Member #1 of £1,000 challenge - £13.74/ £1000 (that's 1.374%)
3-6 month EF £0/£3600 (that's 0 days worth)
0
Comments
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Hi patman99,
I'm sorry to hear about the problems your son has experienced when ordering a line. We'll be happy to help get this sorted if you send us over the details, you'll find the link by clicking on my username.
Thanks
Neil“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"0 -
Thanks. Will show him this thread and get him to send over the details when I pick him up later.Never Knowingly Understood.
Member #1 of £1,000 challenge - £13.74/ £1000 (that's 1.374%)
3-6 month EF £0/£3600 (that's 0 days worth)0
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