BT Billing wrong amounts due to charging for wrong...

Hello All. This my first post. Sad to say it is a complaint. I will try and be as brief as possible.
In March of 2009 I decided to migrate to BT for Broad Band. I already had line and calls from them.
I decided on a package deal as follows.
"Package Details
BT Total Broadband Option 1 + Unlimited Anytime Calling Plan
BT Total Broadband Option 1 gives you speed, email, basic security package and 10GB monthly usage. £7.78 per month for first 3 months £15.65 thereafter, with an 18 month contract. Plus Unlimited UK landline calls at any time of day, plus calls to UK mobiles for only 7.34p a minute."
plus the usual Hub and BB phone.
I noticed on the first set of bills that BT had given me two separate accounts. One for BB and another for calls and line. This meant that they were charging me some £5 - £6 more than the package deal per month.
Wrote to Durham on the 15th June 2009. Sent special delivery, so I know it arrived. It was ignored.
I contacted BT chat line in August 2009 and conversed with them.The front line had no idea and was transferred to someone else. After copy/pasting the acceptance email to them they agreed that I was not getting the package I ordered. Gave me a refund of overpayment for 12 months. I thought that BT would now correct the problem. Unfortuneately this was not to be.
On 12th Mar 2010 rang help line. First person was no help. Spoke to second person and emailed details. A reply was promised after consultation with manager. This did not happen and I reminded them by email 7  and then 14 days later. The final reply I received by email was.
"I have checked the e-mail that you received confirming the order for services ordered via our BT.com website. The charges quoted on your order refer to BT Broadband and the Unlimited Anytime Plan. You already had line rental on your line and the order placed was to add the Unlimited Anytime Plan to your existing line rental.
I hope that this is helpful to you"
Now I feel that from the tone of the last email that I have been placed in the laugh and tear up file. I do have all the relevant documents and emails saved. I feel that I am in exactly the place I was 12 months ago.
The question I ask is where do I go now?
Regards.

Hi Siouxah1
Welcome to the forums.
I will need to take a look at this for you, from what you have stated you have signed up for a specific package for migrating your Broadband service.
Personally I am not aware of a bundling of the BT Broadband Option 1 package and the Unlimited Anytime Plan. However I am aware of the deal that provides Option 1 Broadband for £7.78 for the first three months changing to £15.65 on an 18 Month Contract.
The Unlimited anytime plan is usually a separate chargeable service which is an addon to our standard line rental offering unlimited UK calls with Friends and Family mobile offering discount on all mobile calls. This currently is charged at £4.99.
With this in mind however I can see from your post that you have still got the original paperwork when you signed up to the deal. Can you email me at [email protected] with your account information and I will investigate this further for you. Please include any relevant information and emails that will better help me to get to the bottom of this for you.
Cheers
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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    <Personal Information Edited by Host>

    You are getting charged for "In-App" purchases. And yes, those trinkets you purchase within the game are with real $$$$$
    Stedman

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