How to claim refund of account in credit?

Question

My grandfather pays his BT bill monthly, not by direct debit, and is in the habit of paying more than he needs to each month so that he is never behind.  This has led to him being in credit by some £100.  He wishes to claim a refund of the amount he is in credit, but has been driven to distraction and going round in circles trying to find the right number to call.
As is often the way with the very elderly, grandfather has distrust of banks and direct debits and cannot be persuaded to pay just the amount that is due on the bill.
I'm sure in the past it was simple to claim a cheque as refund.
I have spent some time searching this site but cannot find any advice on how to obtain a cheque as refund for an account that is ongoing and not to cease, but merely overpaid.  Can anyone help?  Would be very grateful for any assistance.  Many thanks.
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Answer 1

If you cannot get any help from BT billing  0800 800 150, (enter your phone number and select billing)
Then you could try live chat, the link is below.
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
If you cannot get anywhere with this, then one of the BT Care Team moderators should be able to assist.
They can be contacted via this form.
http://bt.custhelp.com/app/contact_email/c/4951
In all of these cases you will need the phone number, postcode, and account number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.