BT Termination fees

arfinn

BT posting

Here is a short version of my saga...
I had two land lines with Featureline and Infinity fibre broadband on one. In April BT Local Business Sales persuaded me to switch to two new Cloud phones retaining the same phone numbers. I was told that I needed a new number for broadband so that the Featureline could be cancelled, this was installed with just a new connection box added to the existing wiring. I was told by sales that there were to be no termination charges as I was not leaving BT but simply upgrading.
The new phones are fine, the new broadband is fine but Billing have since taken £384 on each of the phone accounts and £605.24 on the broadband account. My sales rep has assured me that as well as these charges being wrong there is apparently some other charge to do with installation that should not be there - I don't have the details of this one.
Since April there have been many conversations and emails with sales, including a conference call with sales and billing and many assurances that this will be sorted and refunded but BT continues to take the money by Direct Debit. This has caused me a great deal of stress as well as interest lost on the money taken from my account. I have not yet put in a formal complaint but I'm getting close to doing this. Has anybody any suggestions of what is best to do to recover my lost money, now almost £1400.00 ?
My sales rep has today stated that he is working on it (again!) and if I don't hear from billing by tomorrow he will send me a complaint form and action it for me. I have heard similar things so many times now that I am beginning to disbelieve it.

[Deleted User]

Wait until tomorrow and if there's no solution then put a formal complaint in. You already know that however so I'm not sure if there's anything anybody could add.

macman

Cancel the DD until such time as your account is back to a normal balance?

arfinn

Cancelling the DD will only help if I get the bank (Santander, which is how I get interest) to return the money to the account. They may only do that if the wrong amount was taken, a disputed amount may not fall within the DD Guarantee conditions. BT would probably then terminate the contracts and then, presumably do me for even more early termination fees. Or they will simply set up a new DD except I wouldn't agree to that.
Best to wait until the complaint is actioned and then consider recovery.

arfinn

In the words of Mr Punch - "That's the Way To Do It!" - then attack.

macman

But it will prevent them taking further incorrect payments. BT cannot 'set up a new DD': only you can do that-it's your account.