BT overcharged MIL for 2 years but refuse to refund full amount

Temrael

Thanks all, we've gone back to BT now. 

We've said we're happy to go the Ofcom route if they insist, but that we'd welcome a final review from a manager as it seems pretty cut and dry and BT seem likely to lose (but spend more time and money on it).

I do wonder if the "take it to Ofcom then" is a little bit of a bluff on their part. I guess some people would fold at that point. It's probably a tactic that saves them some money.

littleboo

You can't complain to OFCOM, they don't deal with individual issues and won't rule on anything 

Temrael

littleboo said:

You can't complain to OFCOM, they don't deal with individual issues and won't rule on anything 

Apologies, I meant the Communication Ombudsman.

As I said, I'm not an expert.

 I've now heard back from BT and yeah they are sticking to their guns and will issue a final position letter. 

Ectophile

The Limitation Act 1980 gives you six years to make a claim from BT, not one year. https://www.legislation.gov.uk/ukpga/1980/58/part/I/crossheading/actions-founded-on-simple-contract

Temrael

Blimey, talk about going to the wire...

So this morning they'd come back and essentially said "No, this is our final position, we've reached an impasse, I'll now arrange to send you that in writing for the Ombudsman". 

We replied to the effect of "Well, ok then, that seems shortsighted on BT's part, though. Given your admission of 2 years of overcharging, the Ombudsman is likely to rule in our favour, you're just adding costs. But we'll await your letter in the post, when can we expect it?".

And boom, suddenly they've "spoken with their senior teams", caved and are now refunding the full 24 months overcharging plus the goodwill payment!

Thanks to you all for the pointers on here. I was happy to take it to the Ombudsman if it came to it (out of principle as much as anything else) but it's nice not to have to faff around with that.

Aylesbury_Duck

Good result, and one I thought might be the outcome given the cost to BT of having an ombudsman case.