Bl**dy BT and their call centres

supermezzo

Ta - have cancelled the DD with the bank now and have no doubt that when they want money they will be quick enough to ask for it lol.
Just annoying that it takes nearly an hour to get through and then he clearly had no idea of what I wanted to do anyway.

Browntoa

be careful, they can charge you for the direct debit failing i think

yep:-

If there's a problem with your Direct Debit payment, we will present the payment request again 14 days later. If the second request is not paid, a £10 charge is made and we'll write to you and ask you to pay us another way

Browntoa

How do I request a balance refund?


If you pay your bill by Monthly Payment Plan and your account is in credit, you can have the balance refunded to your bank account.
The refunded balance will show against your bank account within five working days. Taking a balance refund will not affect your monthly payments.


What if I don't request a refund?
If you don't take a balance refund, the credit will remain against your account, or you can choose to take a payment holiday instead.


How to request a balance refund

1. Log in or sign up to your account
2. You'll be offered a maximum refund based on how much your bill is in credit, but you can choose to take a lesser amount. The amount must be in whole pounds.
   
   
   
   The page also shows the details of the bank account the refund will be made to. When you have chosen the amount, select 'Next'
3. You'll see a confirmation screen. If you're happy with the arrangement, 'select Submit'. To make amendments, select 'Back'
   
   
4. Finally, you'll see an online receipt for your balance refund
   
   

Automatic balance refunds
If your Monthly Payment Plan is in credit by more than your credit limit, we'll automatically send a refund to the account that your direct debit is taken from and adjust your monthly payments if necessary. Your credit limit is three and a half times your monthly payment. For example, if your monthly payment is £20, your credit limit is £70.

supermezzo

Oh bugg*r....will try to speak to them again tomorrow then. Pfft........

Thanks for the heads up though.

UKTigerlily

I know the frustration! Tried to get through tonight, everytime it went back to the 'If this is the telephone you wish to speak about' bit. My advice is do what I did; press the option that says you want to cancel your BT services, they always pick up then & in my case in seconds. I asked him to put me through to someone who could sort billing & said the queue system was !!!!!! & he laughed & said he'd do it.

babybug

Whenever I have a problem with BT, I email the Chief Exec. After spending a week trying to get through to someone, people not being able to help etc. I managed to get a resolution in 24 hours.

Not sure if I can put his email address here, but google it and you should get somewhere!

alared

Don`t see why you can`t out it here if it`s in the public domain.

emily_jackson

I hate BT! They're really expensive now, their phones are rubbish and their call centres are a joke. They've just been voted worst telephone provider in a survey

supermezzo

TBH honest one of the reasons for contacting them re overpayment was to look into changing to Virgin anyway. Their CS did nothing to change my mind I must say.

MKwife

Just go through to the cancellation line and tell them you want to cancel then they will soon sort you out - I do this everytime !