BT Moving Home Charge

RichSwin

Just a quick one to say I moved home recently and as I had pre-paid my landline for the year up front with BT kept them on for the move. The website was down, so I had to call and had to go “old fashioned” and talk to them directly. After a couple of calls, they finally got the details correct and I was booked in, only a month after the date I was moving (so I also need to call back and get the month rebated/credited). Anyhow… this month I get my bill through as usual, I’ve been busy so I ignore it, until I realise I’ve had an additional £130 taken from my account for installing a new line. There was a line in existence and I was never told about these charges. So… Here is the killer (for BT) I looked up my order overview and looked up their moving home terms and conditions, where I discovered that they should tell you in advance about any charges they need to apply. Armed with this information I called up, eventually got through and spoke to them explaining my situation and that I shouldn’t be charged after I stated their website terms from the moving home help page and proved that I hadn’t been told verbally or in writing about any additional charges they had no room to carry on with their line of “this charge is applicable”. It plainly wasn’t, so I got my £130 credited back and returned to my bank account (after 5 days) that’s still to happen, but I’ve got the case reference number and an email stating as much just in case.

Happy days! Hope this helps someone else.

Here's an overview:

1. Check your moving home order confirmation email for any charges applied.
2. Check the Moving home help information for information about how and when they should tell you about additional charges.
3. If you call and don’t use the online App, they have to physically tell you and confirm in writing about any additional charges, if they don’t they can’t charge you and can’t prove against you.

If you do get charged and you have this information at hand, you should be OK. I’ve got £130 back that they had no right taking. If I don’t get my money back in the 5-days stated. I’ll be going back for compensation. If I get anything that’s another story.