BT Overpayment

thomas171717

BT contract taken out 5 years ago, including TV, phone and broadband. 11 months ago I realised I didn't need the phone or TV, so opened an account with Plusnet and told them to cancel my BT account (which they offered to do).

BT phoned to try and 'retain' me. I said I only wanted Broadband. They offered me a great deal so I accepted and we cancelled the switch. They emailed me to confirm my new contract for broadband at £20 per month and I walked away very self-satisfied.

I've just noticed they've been charging me for TV and BT Sport (?) since that date...

I've phoned them to ask for it to be refunded but the lovely lady who took the call escalated it to a manager who phones me back within 48 hours apparently.

Do you think I've got any actual remedy if they say no? I obviously should have been checking my bills, but equally I've got an email quoting purely for Broadband, and hopefully they have the call recording (is there any chance of me getting hold of that recording?) with the lady who 'retained' me where it would have been clear I only wanted Broadband.

Thoughts?

Thanks in advance - you're all awesome.

MattMattMattUK

thomas171717 said:

BT contract taken out 5 years ago, including TV, phone and broadband. 11 months ago I realised I didn't need the phone or TV, so opened an account with Plusnet and told them to cancel my BT account (which they offered to do).

BT phoned to try and 'retain' me. I said I only wanted Broadband. They offered me a great deal so I accepted and we cancelled the switch. They emailed me to confirm my new contract for broadband at £20 per month and I walked away very self-satisfied.

I've just noticed they've been charging me for TV and BT Sport (?) since that date...

I've phoned them to ask for it to be refunded but the lovely lady who took the call escalated it to a manager who phones me back within 48 hours apparently.

Do you think I've got any actual remedy if they say no? I obviously should have been checking my bills, but equally I've got an email quoting purely for Broadband, and hopefully they have the call recording (is there any chance of me getting hold of that recording?) with the lady who 'retained' me where it would have been clear I only wanted Broadband.

Thoughts?

Thanks in advance - you're all awesome.

They will probably not have a call recording from 11 months ago, 30 days would likely be an absolute maximum for something like this. 

An email quote does not imply acceptance of the quote, it just means you had a quote, did that email indicate you needed to take any further action, do you have an email where they confirmed broadband only? 

Without written confirmation I suspect you will not get anywhere. You need to check the cancellation policy to see how much longer you are tied in for and potentially check all other payments coming out of your bank as well. 

Neil_Jones

thomas171717 said:

BT contract taken out 5 years ago, including TV, phone and broadband. 11 months ago I realised I didn't need the phone or TV, so opened an account with Plusnet and told them to cancel my BT account (which they offered to do).

BT phoned to try and 'retain' me. I said I only wanted Broadband. They offered me a great deal so I accepted and we cancelled the switch. They emailed me to confirm my new contract for broadband at £20 per month and I walked away very self-satisfied.

I've just noticed they've been charging me for TV and BT Sport (?) since that date...

Email is not a quote.  It'll be a confirmation of what was agreed at the time.  But it took you 11 months to notice it was wrong so its probably moot now anyway, or will be at some point in the next seven months...

HampshireH

Once you accepted the quote and were retained you would have been sent the contract and all documentation which would outline exactly what you signed up to and how much it was. Dig that out. Unfortunately it probably says to read it and you had a period you could cancel within (long gone).