BT Computer Problem - I can't pay my bill??? But...

Question

Hi,
I have been a customer of BT for many years (apart from a period when I was in hospitalised).  My sole current source of income are sickness related benefits and Disability Living Allowance and I am considered disabled.
I have always paid my BT bills by a variable Direct Debit (ie The billing amount changes every month according to use but the the billing day and direct debit day always remains the same).
I recently (31/01/2011) upgraded my broadband and telephone contracts.  Whilst on the 'phone to sales representative I specifically asked whether the billing day would remain the same and was told that there would be no change to billing.  I also reconfirmed this question.  This is very important as being too ill to work and reliant on state benefits I need to know when money will be taken from my account.
My billing date in January was 13/01/2011 and then in February it changed to 06/02/2011.  Obviously a computer generated error.  I contacted the call centre 14/02/2011 and they sent a request to billing for the original billing date to be restored.  I then contacted the call centre today to find the request to have the original billing day reinstated has not been actioned.  The Call Centre representative offered to cancel the direct debit entirely and start a new direct debit with fixed amounts.  I explained that this was not acceptable as I just want to pay every month whatever I use whether it's £100 or £40, I just want to pay monthly with the original billing date of 13th of every month as that is what I have budgeted for and I do not want to have any arrears.  I stated that I also expected BT to honour the advice given to me 31/01/2011 by the BT sales representative when upgrading my services who said the billing date would not change.  The call centre representative told me that this was not possible resulting in the Direct Debit being cancelled and me at loss as to how I will pay my BT bill.
Please help me.  I need to stay in regular contact with health professionals so that they can visit me at home when I am particularly unwell and rely on a good 'phone service.  I just want BT to honour the original direct debit agreement and billing date as confirmed by the sales rep 31/01/2011.  I need you to take the money from my account on or around the 27th as you did last month.  And I need it to be variable direct debit as it was last month.  I just cannot afford to fall behind.
Just like to add that the call centre do a professional job and are always courteous and freindly.  The difficulty I face is that there is no way to speak to the team in the UK who actually process the bill payments as I am sure they would quickly be able to resolve the issue.
Many thanks for your time.  I am sorry if this sounds like rediculous whinge.  It's just that with my limited finances I have to juggle all my bills around my benefits and need to know the bills will always be issued on the same to ensure I can budget.  If this months BT payment had been taken out next week (one week early) I would have had no money left for food which is why it had to be cancelled. Please restore my original billing day and take the money on or after the 27th like you did last month.  Please let me pay my bill....
Thanks again

Answer 1

Hi Cozumel,
Thanks for posting. I'm sorry you're having problems with your bills. I can take a look at this for you. Drop me an email with your account details and a link to this thread for reference. You'll find the address in my profile.
Cheers
David
BTCare Community Mod
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