BT order cancelled within 7 days but no refund.

-Paul-_2

Hello all,


This is pretty much a copy and paste of the post I made on the BT forum, I'm getting quite desperate to have this matter resolved.

I'm hoping someone can help as up to now it has been like drawing blood from a stone to get this money refunded.

I placed an order in May for BT infinity with TV and the line rental saver. Upon calling my current provider (Sky) I was given a better deal for the package I have and decided to stay with them. I cancelled the order well within 7 days of placing it and before receiving any equipment, according to the letter I received from BT I could do this up until the working day before my phone number was transferred to BT to do this.


I received an email to say the TV box/router were on there way with a courier, I duly refused to sign for the items as I didn't want the hassle of returning them myself and the order had already been cancelled.

I thought this would be a straight forward matter of refunding the cost charged, however, months later I am still out of pocket.

Multiple calls (always to be told it will be happening in X working days) to BT and eventually in July the woman I spoke to told me the account hadn't been closed down properly and she would do it now which would generate the final bill and refunds.

Fast forward to today and still no refund for the £147.95.

Another call to BT and the man on the phone tells me the order was placed in May but only cancelled in July so I won't be receiving a refund... This is not my fault, someone at the BT end has fouled up the cancellation procedure and the account has remained active until July apparently when the woman I spoke to cleaned things up.

I've had a refund for £36.06 but that is somewhat short of the £147.95 I have been charged.

To clarify - I have received no service or equipment from BT, I can show proof that throughout this time my number has been with Sky and I have been paying them £15.40 per month for line rental.

Is there anywhere in the UK I can contact to get this matter sorted quickly and easily or is the next stop the Ombudsman?

Any help is greatly appreciated.

[Deleted User]

Write a formal letter of complaint and see what response you get.