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    • shanejosephdonnelly
    • By shanejosephdonnelly 6th Mar 18, 1:34 AM
    • 14Posts
    • 39Thanks
    BT Mobile Overcharge
    • #1
    • 6th Mar 18, 1:34 AM
    BT Mobile Overcharge 6th Mar 18 at 1:34 AM
    Not sure if I'm posting this in the right place, but looking for some help re: overcharging on my BT mobile.

    I have been charged £4.50/week for the last 62 weeks for receiving texts from a premium rate number. However, 61 weeks ago I got in touch to let them know about this and they promised to stop it. They told me I didn't need to do a thing to fix it - everything would be sorted from their end and that they'd sorted the problem out "permanently".

    I got in touch 10 days ago after noticing these charges were on every bill for the last 62 weeks. I was offered £18 refund out of £265.50 charged. It has always been to the same number.

    Over the last 10 days I have been told I would be contacted 6 times, and not once has the call back been made. I'm now getting really annoyed at the service I'm getting, as every time I contact them via chat I have to wait about 10-15 minutes to speak to someone before being told "it is being investigated, someone will call you (in an hour/tomorrow between 3-5/etc)" despite me sending them the evidence of the chat transcript where they explicitly state they would fix the problem.

    My question is: in my complaints letter (I am going to send a formal letter now rather than deal with them over chat/phone) - should I ask for interest on the extra payments they have taken? If so, how much should I ask for? Should I ask for compensation for all of the wasted time I have had? (e.g.: They said they'd call between 3 and 5, and I had to wait till 9 assuming they called at all - on 4 separate days.) Finally how long should I give them to respond to my complaint? They have already had 10 days and they have been provided with evidence that they said they had already sorted this.
Page 1
    • marliepanda
    • By marliepanda 6th Mar 18, 8:10 AM
    • 5,894 Posts
    • 12,500 Thanks
    • #2
    • 6th Mar 18, 8:10 AM
    • #2
    • 6th Mar 18, 8:10 AM
    Have you continued to receive these messages for over a year without ever questioning it again?
    • dj1471
    • By dj1471 6th Mar 18, 8:22 AM
    • 1,222 Posts
    • 823 Thanks
    • #3
    • 6th Mar 18, 8:22 AM
    • #3
    • 6th Mar 18, 8:22 AM
    Who are "they"? Did you complain to BT or to the company sending the messages? You should have done the latter.
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