Problem after leaving BT...

123imp

Hi there,

I switched my Phone and Broadband to EE in September 2014, when my contract with BT ended. The time spent with BT had been terrible, which is why I decided to move, ridiculously high prices, poor internet speeds and at times no internet at all, poor customer service, etc. EE offered a great deal so I was happy to switch, and so far I have nothing but compliments for them.

Just before leaving BT last year, I was receiving phone calls from them regarding retention deals, I told them I did not want to stay (the deals were no where near good enough anyway), and also let them know that in the last few days the internet had been cutting out and the BT vision box wasn't working (both were playing up). BT, in what I'm sure was a bid to keep me as a customer, said they would send an engineer (actually a technician, you can't be a Broadband engineer) to fix the problem. I said I definitely did not want an "engineer" as I would have to pay for it, but the customer service person said that I would not have to pay for the engineer as it was a fault with their equipment, and customers only had to pay if it was their fault.

The "engineer" came a few days later and did not manage to fix either problem, and accepted this. The problems continued until I switched to EE in the following weeks, I heard nothing more about it from BT. When the switch was complete I received a final statement from BT saying I was in credit of about £190, this amount was paid back to me. A week or so later I received a letter from BT saying I owed them £129.99 for the engineer call out as they had solved the issue I had with the broadband. I phoned BT and they said that I had to pay the money but I could make a complaint if I wanted to.

I made the complaint through the relevant channels with BT as instructed and, surprise surprise, the complaint was rejected and the charge stood. I was sent another letter from BT, this time aggressively telling me I owed them money which I must pay immediately or the debt would be passed onto a debt collection agency, and I would receive marks on my credit rating, etc. At this point I decided to pay the charge an complain to the ombudsman.

I complained to the ombudsman, supplying all relevant information they wanted, and the final decision from the person handling the case was - after examining the facts, I did owe BT the money, as they sent an engineer that solved the issues I had with my Broadband and TV. I asked them if they had read the case at all or just chosen in BT's favour and they said the only thing I could do was make a complaint. I followed the channels to make a complaint with the ombudsman, and the complaint was reviewed by the SAME PERSON WHO HANDLED MY CASE ORIGINALLY - who decided the case final decision was correct and fair.

At this point I am wondering if there is anything I can do further to recover the money that I do not believe I should have had to pay. Any suggestions or information would be most welcome.

Thank you.

123imp

bumped once

JJ_Egan

BT told you a BT OR engineer would call and you would be charged .

You complained to BT Rejected.
You complained to the Ombudsman Rejected.

You complained about the Ombudsman Rejected.


Pay BT the money you owe and if you want pursue the Ombudsman .

123imp

JJ_Egan wrote: »

BT told you a BT OR engineer would call and you would be charged .

You complained to BT Rejected.
You complained to the Ombudsman Rejected.

You complained about the Ombudsman Rejected.


Pay BT the money you owe and if you want pursue the Ombudsman .

No, you did not read what I wrote, I was told I would NOT be charged.

I have already paid the money.

Thank you for your time.