HELP: SERIOUS ISSUES WITH BILLING

Question

I have had serious issues with BT since joining their service. Without getting into the issues we had with the BT homehub and other things at the start of the contract with them here is what's been happening. 
When we joined BT we explained that we wanted a monthly direct debit. Sounds simple enough but apparently not. 
I have phoned over 6 times in the last year to change this. It has still not happened. Several times we were told that on the system it said monthly for it to be then taken out quarterly. In July while we were away this happened again. Only as we assumed that as they had informed us it would definitely be on monthly direct debit that it was the money for the whole of the quarter was not there. So when they took the money for a quarterly bill again. We were charged. It has set back other bills as the money had been eaten up by charges for this. As you can imagine we were quite annoyed. This was not our fault and we felt that BT were not capable of holding our account details without taking money they we repeatedly requested not to. I admit we should have kept a closer eye on our bills account but you don't think that a company will repeatedly do this to you. 
After phone calls it emerged that they would not say more than a 'sorry' about this. 
The saga then continued. I cancelled the quarterly direct debit at the back and have asked BT to send me monthly paper bills. Then last month our phone and internet was cut off. 
We rang up and suggested that due to the mix up could they add the money we owed to our monthly bills and we'd pay this off on top of the monthly bill. Despite that the reason we owe this at all is not through any fault of our own but through theirs. The money would have been available had they taken it as repeatedly requested.
We were on the phone for 1hr and 10 mins ( 21st September) to three different people. No, they said  must be paid in 10 day. My partner only managed to get money off this in about an hour - the point being we were happy to pay the whole amount over a year and were not allowed. We asked to speak to a manager after 1hr and 10 and were put back to the start of the queue. 16 minutes later the man we spoke to said a manager named Samantha would call us back. No-one did. 
On the 22nd of september a rather annoyed me called back and repeatedly requested a manager - sadi would be put though. After 17 minutes the phone went dead. 
Called later on same thing phone went dead after requesting a manager at 10 minutes.
Later on called for 28 minutes and told the call centre the issue £20 deducted from amount but said it had to be paid in ten days and a  bill would be sent. Was told that the internet would be reconnected that day. 
23rd September was hung up on after thre minutes on requesting why the internet had not been connected.
Phoned later. The man that I spoke to said that no action had been put through to reconnect the internet. He would do it and it would be through by 5pm.
My partner phoned at 8pm when the internet still had not been reconnected. It was done the next day. 
Today BT phoned to ask if I had the bill ( Not sent) and tell me that the line will be disconnected by the end of the day. i explained that we were in the middle of complaints procedures with them. She looked on the system and said that there were no notes on the account. I asked for a manager and then asked for this managers superior. She put me through to someone that when questioned was not her superior and half way through my explanation of this....you guessed it..... the line went dead. 
I am so annoyed that we've been fine with bill paying and as of their mistake we're now in debt to them and feel like we can't sort it out as there is not anyone who will listen or help. Has anyone had similar probelms or does anyone have a number for their English call centre?
Jess

Answer 1

hi Jess,
I am really sorry that you have had so much trouble trying to get this sorted out.  I'll get this straightened out.
Could you drop me in an email please to the address in my profile with your BT account and telephone number along with a link back to this thread.
Cheers
Craig 
BTCare Community Mod
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