I have a bill for £212 even though my service has ...

Question

I ordered BT phone and broadband in December and paid a year ahead on my credit card. The date for the engineer to call was 2nd January - I waited in all day, but he didn't arrive. I called BT on the day and cancelled the order, the person I spoke to apologised and refunded my credit card.
A few days later, a payment of £178 was taken from my bank account. I tried to dispute this with BT, but could only get through to the call centre in India, who could see no record of the transaction. Fortunately, my bank could and recalled the money. Since then I have been bombarded with calls and letters from BT, demanding payment for a service which has never been provided. I have spoken to India on numerous occasions and have been told that this has been sorted out, but now I've received a bill for £212, including a "late payment fee". Despite contacting BT by email through the site, I have not had a response. My last contact assured me that I would get a final bill totalling zero but clearly this has still not been resolved.
The poor communication from this telecommunications company has been atrocious. Attempting to transfer calls between departments has always failed and I've ended up with the call centre in India once again, who refuse to escalate the complaint and are clearly powerless to make decisions on this account. The constant demands for payment are tantamount to harrassment. I'm posting on here to see if this can be resolved by a member of customer service, who are inaccessible by phone.
Solved!
Go to Solution.

Answer 1

Hi LydiaD,
Welcome and thanks for posting!
I'm sorry that you're getting chased for payment when you cancelled the order.  It's clearly a mix up from our end and we'll help get this sorted out for you.
Click on my uername and under the section "about me" you'll see the link to get in touch with us.
All the best,
Robbie
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.