BT keep customers credit monies and how much inter...

Question

After a complete mess in a home move 5 days later and hours on the phone finally someone admits the problems cannot be rectified - they cannot return my number after cancelling wrongly, they cannot re-direct and they cannot give me a new number for when I would move in 10 days time - result cancelled our service.
5 weeks later and I get a letter saying they have not been able to e-mail the bill, so I log on with interest to find out - my credit has still not been sent 5 weeks after cancelling and then not only that they have deduct £12 for a service on the 20th July over 2 weeks after I have cancelled. Oh no I was go to have to phone again. Not easy to get to talk to someone through the system when you don't have a phone number as they removed it from the system in the first place in error. Finally through 4 times today, 1st call 38mins and in the end hang up as on hold for 10 minutes, 2nd call 31 mins get re-directed to billing. I then follow the complaints code and ask to be escalated. The supervisor calls me back 5 minutes later having reviewed the notes and found the calls to listen too ( interesting that as previous persons had told me they neededhour hours!!). The promised to call me back in 20 minutes, they didn't. Called back and now waiting for another call as that supervisor did not leave her name on the system to be found!!
So Bt still hoverground £80 of my money that they have had for 5 weeks. They keep trying to tell me they can credit what is on the account currently but not the £12 they took on the 20th July even though the account was closed and I would have to wait for a final bill. The last time any call was made on that phone was late June !! Hours of phone calls and they have my money and will not return the full amount even though their errors and delays in systems. Help - how can I get my money back in full and without waiting fotherein systems and errors to work through? 

Answer 1

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.