BT messed up my order

simpatica

Took out a Social tariff broadband contract with BT on 3rd Dec 2022. It included phone line and I added TV package.
WELL CHUFFED
.Due to poor credit score I had to pay £30 deposit plus £9.99 postage for equipment but still
WELL CHUFFED.
1 hour later received confirmatio of order to WRONG ADDRESS!
NOT SO CHUFFED
Rang immediately and was assured order to wrong address would be cancelled and the £39.99 would be simply transferred to amended address and they put me through to sales to re-order.
WELL CHUFFED
Sales said they cannot use the deposit to start a new order as it belongs to a different (wrong) address and I would have to pay again to start a completely new order. They will refund the £39.99 within 10 days.
NOT SO CHUFFED
Billing tell me refunds are paid after
10 days
Within 2 - 3 dsys
After 1st bill (30 days)
After 14 days of account closing.
Take your pick!
However, the account is STILL active with the wrong address even thiugh the original order has been cancelled.
I am now in limbo with apparently a £30 credit (not £39.99) sitting  in an account in MY name but not my address.
The worst part is the frightening coincidence that the wrong address is that of a man who has stalked me for 18 years and is a convicted murderer. This is NOT a wind up, it is almost unbelievable that this happened.
I have asked BT to please make sure that I am not associated in any way with that wrong address but they just keep apologising and telling me I have to wait any of the above times.
GUESS WHO'S NOT CHUFFED NOW?
If anybody can help with this total mess made  by BT, please let me know.
Thank you to anybody who can help as this.

Grandad2b

You probably need to make a formal complaint so they realise you're not kidding. And copy your tale to your MP.

simpatica

It wouldn't be so bad if I got the same answer everytime I speak to them. Do I smell delaying tactics here AND they are sitting on MY money!

MalMonroe

You do need to make a formal complaint as Grandad2b suggests. 

To BT in the first instance. In writing. 

But first I'd want to phone, ask to speak to someone in charge - supervisor, manager - not an adviser.

And then ask them to get this sorted out, tell them you are making an official complaint and also say you are going to be asking for compensation.

I'm a long-time BT customer and just before Christmas last year they made a real mess of my renewed contract. I complained and received an official apology and some compensation - money paid into my bank account too, not just money off my BT account.

I'm not sure that delaying tactics are being employed here. They're just being really inefficient - and need to be complained to.