I have been completely Ripped off by these People

Question

I have been completely Ripped off by these People and they do not care. None of them. I have spoke to multiple customer service reps on the phone. None of them gave a toss about me. They don't care. Spent hours on the phone to them being passed around and told the same lines over and over again which they are clearly reading from a script. Very annoyed.
Basically I moved house in december 2013 and arranged a move house package. was meant to be adtivated jan 6 2014. waited in all day and no one showed up. not even a phone call or anything. turned out the bt engineer didnt bother coming as the cables werent even laid yet by my house. (brand new housing estate). yet they never bothered to tell me this, they just let me wait inside like a complete idiot all day long. by now we have been without internet/phone since december 19th 2013. we were then told the cables were being laid the next wednesday.
when wednesday came they sent an email saying they had arranged our engineer visit and that we had to wait 7 days or something stupid as thats the time it takes when initiating a new order. even though our order was cancelled so i would have thought they'd have not made us wait the 7 days again. of course our internet did not arrive 7 days later as it turned out the engineer hadnt even put in a mastersocket or anything. NOTHING. no engineer came to our house at all at any time. we had no service until Jan 22nd the day they activated it at the exchange or whatever. Thats an entire MONTH with no service. oh and we still couldnt use it as none of the sockets had been wired to the master socket. it just had a plain blank socket on it. but hey it was active. so I rang up to order an infinity package (upgrade) and was promised the engineer would come and install our sockets and stuff. he finally arrived on Feb 11th.
Hurray we had service. Only about 7 weeks we waited. But then I rang up to ask about a refund on the bill since we had not used anything as it wasn't there AND it wasn't OUR fault. But this is when I was passed around like a parcel in a childrens game. No one cared. So I ended up paying £51 for NOTHING. Oh btw our bill is SUPPOSED to be £42 so I was charged extra actually. They refunded me the £10 extra and thought I should be grateful or something.
Would you like to pay £42 for nothinG? NO. Who would? Well I DID! But then the real joke arrived a few hours ago. I receive my next bill. £74. They are now toying with me. I have become a complete joke to them or something. It is absolutely pathetic. An extra £34. Why? I have no idea?????? I wish I knew why they were torturing me like this. Upon inspection of the bill it looks as though they have charged me for two packages in one month. the original broadband package AND the upgraded infinity package. (now the reason i started off with a lesser package was because it took a while for my brand new address to be recognised as available for infinity).
Anyway also on the bill they have added the £10 that I was supposedly REFUNDED last bill. NOPE. not refunded at all. instead they have carried it forward. here is the pasted quote:
"You haven't fully paid your previous bill
Your previous bill
£51.36
Your payment
6 Feb 14
We take this amount off what you owe"
Oh my God. I am.. just... what ... the??? I don't even know why they have done this to me.
Broadband and Calls
5 Feb - 27 Feb 14 £19.29
This is the cost of your Package up to 27 Feb 2014 at £26.00 a month.
Broadband and Calls
28 Feb - 27 Mar 14 £26.00
This is the cost of your Package at £26.00 a month, charged in advance from
28 Feb 2014 to 27 Mar 2014. This gives you:
Calling Plan Unlimited Weekend Calls
Broadband Unlimited BT Infinity 2
Broadband and Calls
28 Feb - 27 Mar 14 £28.15
This is the cost of your Package at £28.15 a month, charged in advance from
28 Feb 2014 to 27 Mar 2014. This gives you:
Calling Plan Unlimited Evening and Weekend Plan
Broadband BT Infinity Option 2
I am being charged for 2 and a half packages or something.
My package should be £42. I am having a nightmare with this company. They don't care about me, they don't care at all. First charge me money for nothing, no apologies either, just backchat on the phone. And now they charge me £31 extra again for nothing. I am going to be BROKE when my next bill comes as thats probably going to be even bigger. They probably will double it or something just to be even more spiteful.
Yours sincerely. Very sad customer.
Solved!
Go to Solution.

Answer 1

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.