Leaving BT and refusal to refund line rental

homehunter

I do agree. I just happen to have a bit of time on my hands to chase up but how many accept the first line response (I was actually told I would not be able to take my complaint any further - refused to escalate)? For the few who find a way to progress a complaint over this,how many more let BT keep their money or feel unable to switch because they don't want to pay twice?

homehunter

LazyTyper wrote: »

That's great news, thanks for letting us know!

PS the 0800 number you mentioned just goes to a message that says that someone from BT tried to call you.

Interesting - maybe it can't accept incoming calls. The email address on the thread linked by Quentin earlier is the first port of call, I got three separate acknowledgement emails before they called me bck on that number.

A_Flock_Of_Sheep

It has been 12 day since getting rid of BT and I am still waiting for the refund I am due for "advanced charges" to November I paid end of August.

BT expect me to pay them within 10 days. Seems it doesn't work when the boot is on the other foot.

I checked my previous bill last night and it said I could save £24 a year by changing to Direct Debit. In fact I can save £500 a year by dumping BT all together. :T

homehunter

I actually had a call from the CEO complaints dept just checking if the refund had appeared in my account yet. Confirmed the process was started on Friday and they will call again tomorrow to check. Nice to have someone chasing me for a change. Annoying there is such a difference between main BT customer service and the CEO route.

Have also switched suppliers and found big savings elsewhere too. Ironically enough - Plusnet *shakes head*

crin

A_Flock_Of_Sheep wrote: »

It has been 12 day since getting rid of BT and I am still waiting for the refund I am due for "advanced charges" to November I paid end of August.

BT expect me to pay them within 10 days. Seems it doesn't work when the boot is on the other foot.

I checked my previous bill last night and it said I could save £24 a year by changing to Direct Debit. In fact I can save £500 a year by dumping BT all together. :T

they charged me to November too even though my contract ended on 16th September. I made sure I only paid some and would owe them for my last bill.

I don't have access to my BT email account now so only found the final bill online but I can't download it and I wont pay it without a hard copy.

I cancelled my DD in May/June after they kept trying to increase it ,by £20pcm without any need to. They charged me £6 for not paying by DD on the August bill and on the final bill they have a £7.50 late payment fee. The August bill was disputed and I had already informed them by email that I would NOT pay until November when my contract ended on 16th Sept.

I went over to Sky, saved money and got rid of the nasty customer services BT use. Had 11 months of hassle for a 12 month contract so they can bog off and I'll pay them at my leisure now as the reply I did to their previous email bounced back as it wasn't done on a BT email. Errr, no, I don't use your rip off services anymore.

Keep chasing and if necessary either email the CEO or go via the problems and complaints posting in the mse forums Good Luck

contented_soul

Same issue with Plusnet - given the option to leave due to price hikes but no refund of line rental saver (T&C on website so tough). Questioned that I'd continue to pay for a service I wouldn't be getting from Plusnet but would have to pay another company - paying for the same thing twice seems unethical to me. I've been with a few companies over the years and I've come to the conclusion they all lure you in with deals, sign you up to long term contracts you forget to update so get transferred to higher tariffs and ultimately they couldn't care less about the quality of service that they actually provide; there is nothing honest about any of them but we have so little choice and they know it.

LazyTyper

contented_soul wrote: »

Same issue with Plusnet - given the option to leave due to price hikes but no refund of line rental saver (T&C on website so tough). Questioned that I'd continue to pay for a service I wouldn't be getting from Plusnet but would have to pay another company - paying for the same thing twice seems unethical to me. I've been with a few companies over the years and I've come to the conclusion they all lure you in with deals, sign you up to long term contracts you forget to update so get transferred to higher tariffs and ultimately they couldn't care less about the quality of service that they actually provide; there is nothing honest about any of them but we have so little choice and they know it.

If the price increase is more than the RPI then you are entitled to a refund of the Line Rental Saver.

You might need to put up a bit of a fight but you will get it.

Ask to speak to a manager or raise a formal complaint.