Billing problem

Question

Hi forum people
Can any one help/advise  I have a disabled mate ( he had a stroke 5 months ago and now has some difficulty talking over the phone ) up in Stoke who on my advice signed up for BT broadband in March this year , he paid for the initial connection fee , line rental  and the upfront bb payment until June 21st .
A few days before that date he received a letter saying he hadn't paid his bill and with the usual cutoff date , ten days I think he said.
Anyway after 4 phone calls he managed to speak to an appropriate person who confirmed the initial payment had gone through and he was due to pay the next one which he had not received through the post but which said person insisted had been sent out.
He asked for a new bill to be sent which was refused , so he asked how much is it for ?
After waiting almost ten minutes was told 'its for £xxx pounds' he was surprised at the amount and asked for a breakdown to be given there and then over the phone which was refused  with the reply 'we do not give that information over the phone it is on your bill' . He said please send me a new copy of the bill so I can check it and then pay it , to be told 'no we have already sent you the bill  you must pay now' , he does not like telephone payments or paying online and had made arrangement to make his payments by cheque , after going round in circles a few times he said please just send me a new copy of the bill and I will make the payment and concluded the conversation.
Come the cutoff date he still had not received a copy of the bill and was put on incoming only calls so he travelled halfway across the city to use a friends phone and basically had the same run around again this time to be told to check his bill online dohh hes been cutoff and cannot get online or even use his home phone to call billing and was also told he would be disconnected altogether and would have to pay a new reconnection fee.
He is reluctant to just send a cheque for £xxx, and it is a 3 figure sum btw, as he has had problems before with another company when he had overpaid and it took months for him to be reimbursed.
All he has asked for is a new copy of the bill so he can see exactly what he is being billed for. If it is correct payment will be made , he is sticking to his guns a bit but under the same circumstances I would probably be of the same mind.
I feel obliged to try and help him as much as I can, after all It was me that blew the trumpet for BT so can anyone give me some advice I can pass along , either a forum member or one of the mods ?

Answer 1

Hi Aukmune,
Can your friend email us his details (including any account or order numbers he may have) and we'll get this sorted for him?
The email address is [email protected]
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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