Bad billing experience turning out for the better

Question

Hi,
By the very nature of this forum BT is not painted in a good light so I just thought I would make at least one positive post.
The contract for my package ran out in January 2013.  I looked around but, despite a few cheaper offers, decided to stay with BT largely due to the service provided by CL's, mods and others on this forum.  As the Broadband Champion for my village I am aware of the customer service and forums offered by a number of providers and, believe me, the majority are far worse than BT.  Only the ISP beginning with "Z" seems to come away with flying colours on service but then look at thier prices.
I rang the options team and a greed a new package for the next 12 months at an increase of £0.70.  I kept a log of exactly who I spoke to and when.  Despite making a request for letter or email confirmation none arrived.  My first bill came through with precisely the correct charges so, very foolishly, I threw the log away.  The next bill, March's, arrived with no special package refund.  After two emails and one phone call billing accepted there was an error and issued a refund.
To my "horror" the April bill arrived with the refund added as an under payment and not special packge refund.
Two emails and a phone call would not shift billing to accept that a new package was agreed in January, despite the evidence that February's bill confirmed it.  Having disposed of my call log I have no corroborating evidence to back this up.
Now to the better news.  They offered me an alternative 18 month package that works out £2.34 per month cheaper.
Edited at 12:35 ish 
Now the even better news.  As a result of my querying a small part of the deal it was amended such that the final saving is £4.19 per month.
So, in summary, yes BT does get it wrong sometimes but sometimes they also put it right, with fingers crossed for my next bill - I HOPE
Best regards,
dfenceman

Answer 1

dfenceman wrote:
Hi,
By the very nature of this forum BT is not painted in a good light so I just thought I would make at least one positive post.
The contract for my package ran out in January 2013.  I looked around but, despite a few cheaper offers, decided to stay with BT largely due to the service provided by CL's, mods and others on this forum. 
Hi dfenceman,
Thanks for your comments, they're great to see.
I am sorry for the problems you've had with your package though, if you need any help with this get in touch.
Cheers,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.