BT Withholding Refund

Cotta

Hi,

I asked BT in January to investigate some overcharging on my account, it tallied up to a significant amount according to my records. BT denied any wrongdoing until a Complaint Manager investigated and discovered £120 worth of money owed to me due to an error on their side. They asked if I would close off the complaint if they refunded the £120 into my account along with £80 of compensation. They stated this would happen within 5 working days and I agreed. One month passed but the money didn't arrive, I called BT who have no record of the refunds due and nobody on customer service could help.

I opened a fresh complaint and as of this morning BT have located the £200 due to me and they have advised there is no reason why it should not have reached me within 5 working days and on top of this it represented a breach on their side.

Am I within my right to ask for an additional amount due to the delays and chasing or should I be satisfied with the refund getting to me?

marcarm

You're already getting £80 compensation, how much more would make the delays more palatable?

Gavin83

Personally I think £80 is extremely generous for the original issue, I'd accept that in your case.

Cotta

I just accepted the original amount, so hopefully this time it arrives.