BT charged twice for line rental

Nick1980_2

Hi,

I signed up to BT phone, internet and tv package in November. I paid the line rental in full at the beginning to get a discounted rate but have now realised they have been charging me line rental every month anyway. I have spoken to them several times and they admit full responsibility but say they can only pay me back for the last 3 months is this right?? Any help is greatly appreciated.

Buzby

If the error is theirs, they need to pay. If the Line Rental Saver was not correctly applied to your account, they should credit you for the overpayment and not try to enforce a 3 month limit for their error. Ask to be transferred to a supervisor.

iniltous

Have you registered and posted your problem here,
https://community.bt.com/

I would think you should get a refund of any overpayment, or at the very least the amount shown as a 'credit' on your account.
BT Mods keep tabs on questions/problems so it may be worthwhile posting your issue there, they seem to be successful solving problems

MrJones1

It's good for you that they have admitted wrongdoing in this case. The so called "3 month limit" that they seem to be willing to apply has no validity. The error is on their part and they need to credit you for the
over payment. The first step that you can take is to escalate the issue to someone higher up in BT.

Buzby

The '3 month limit' is correct. That is the maximum rebate that particular staff member is able to credit. A supervisor, on the other hand has no such constraints! You need to speak with the person who has the power to fix it!