Promised callback about bill errors that hasnt hap...

I have recently moved and transferred my internet/tv./phone package to the new property. Infinity wasnt available at the new address but I was happy to proceed as I have been more than happy over the last 14 months or so.........until now.
October last year I paid my line rental in advance to benefit from the discount and make the monthly DD payments smaller.
After the move I was expecting to be debited £21 per month, you have been taking £16 for some reason?
I get my online bill this month and its states I am £82 in debit???
I called the contact number online firstly to be told it was because I wasnt paying enough each month, the young chap totally disregarded the fact that the line rental was paid in advance, even though there are 3 entries on this quarters bill for line rental charges??? I then got cut off!
I called back again to be told my a lady outside the UK that she could see there were errors but another team would have to look at this to see if I needed a refund and they would call me after 6pm in the next few days
That was a week ago...........I still havent had a response but I am sure that you will still be very quick to claim £52 this month on my DD charge!
Getting through to someone who knows what they are talking about is a joke, the sales team seemed clued up but after that everything for customers goes downhill!
Can anyone out there help or advise???

Hi JK1966,
Thanks for your post.
Sorry for any confusion with your bills. I can look at this for you.
Please send me in your details using the "Contact The Mods" link found in my profile and I will be in touch.
Cheers,
OlgaC
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’.

Similar Messages

Billing error that BT didn't bother to tell me abo...

Hello,
I am absolutely furious.
3 months ago I recieved a quarterly bill (we usually pay monthly but out direct debit was returned) we made an arrangement to pay monthly instead. We assumed this was all sorted until we kept recieiving phone calls and messages on our bt vision saying we needed to pay our bill or our services would be cut. Everytime we called we recieved an aplology (and a lack of information from the Indian call centres). They seemed confused by our queries and never had a satisfactory answer for us. I spoke to someone (indian call centre) at the start of June as we were told they hadn't recieved our payment. I asked why as we had set up a direct debit with them, he said that it was an automatic error on the system and asked to retake the details of the the direct debit which I gave to him. This was supposed to take a payment on the the 1st of aug yet yesterday we recieved a letter demanding £171 and a phone call threatening to cancel our services. We called and this time came through to an english call centre, they said that our bank has been canceling the direct debit everytime for the last 3 months and we now owe them the whole £171 before the 22nd of aug or we will be cut off.
I aknowledge that the bank should have notified us that they kept canceling the direct debit with BT but at the same time so should have BT, when we queried why it had been cancelled they should have told us.
I have also found on this website an explanation as to what BT do when a direct debit is not taken :
Bank refusal
This means we've applied to take your payment, but it was refused by your
bank. You should have received a letter from us saying why we couldn't take the
payment and what will happen next.
There are number of possible reasons your bank wouldn't let us take your
payment:
The bank account details we used didn't match with the bank.
There's not enough money in your account.
The payment was higher than a Direct Debit limit that you've set with your
bank.
The bank has received a request to cancel the Direct Debit.
The bank account has been closed or transferred to another bank.
Please contact your bank if you need more help with this.
Surely they should have written to tell us or atleast told us when we called to enquire as to why there were problems on the account.
I have spoken to people in the the UK call centre over the past two days and all they do is repeat the same things to me and blame my bank. They refuse to listen to me and talk over me. All I ask is for them to defer the payment until the end of the month when we have been paid. I asked the last woman I spoke to to stop talking over me and she terminated the call as 'my voice was raised' but so was hers! I was promised yesterday to hear back from a manager today. But I called and was told I would have to wait another 48 hours! I have had enough, I might aswell talk to an automated machine and I would get more undesrtanding and help than I do talking to these advisors.
I'm just wondering where I stand. I understand it is the banks fault mostly but it is also BTs as they misled us and held back information.

Hi sn1990,
That sounds terrible! If you can fill out the contact us form in the "about me" section of my profile, we will take a look into this for you!
Cheers,
Chris.
BT Moderator Team
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Billing errors that operators can't understand

This is really simple. I've called four times, four different reps, and nearly 4 different answers. I started with Double Play in June. had some connectivity issues. Called, got them resolved, and was offered Triple Play for nearly same rate as Double. Two billing cycles I am still billed for Double Play. This cycle, its fixed. I am billed the correct amount for Triple for 8/4 - 9/3. Then billed $37 for Double for the same time frame. In another section, I am charged a corrected prorated amount for Triple for the last 42 days I was billed for Double. Then I was credited the 42 days of Double. However, I was credited at a monthly rate of $62 for Double Play. The issue was I was charged $99 for Double....not $62. Still looking for phone rep that can do the math and credit me the correct amount and credit back the Double Play charge for this month. I can read and do math....can these call centers do the same.

When the regular customer service reps can't help, try one of these:Send an email to the team at "[email protected]". Include:
    Account number
    Full name
    Service address
    Best contact phone number and best time to call
    A description of the problem
One of their problem resolution specialists should contact you to follow up, usually by phone. They seem to be quite a bit sharper than the regular reps.-OR-Use the feedback form at http://customer.xfinity.com/help-and-support/vp-contact-form.You might also try Twitter (https://twitter.com/ComcastCares/) and Facebook (https://www.facebook.com/Xfinity).
Comcast sometimes responds to questions here in the forums, and sometimes they do not. When they do the typical response time is somewhere between a few hours and a few days.

I have an update for itunes raido 11.1.0 but cannot update error 3072 appears. don't care about itunes raido. how can I avoid it and what about the error that appears

I have an update for itunes raido, but there is an error 3072 message and it wont update. Can I not update itunes raido 11.1.0? Don't want it. using Mac OSX 10.8.5

See post by Kappy
Error 3072

How do I point out errors on iBooks. Am attempting to download sample of "Dark Light" by Randy Wayne White and get "Dark Light" by Jayne Ann Krentz even though the RWW cover is what I am downloading. Who can I tell about the error that can correct it?

How do I point ou errors on iBooks? Am attempting to download sample of "Dark Light" by Randy Wayne White and am getting "Dark Light" by Jayne Ann Krentz despite the cover showing RWW. Who do I direct this to for correction?

In iTunes, go into your account info (So, click your ID in the upper right corner of the store pane)
Look at your orders. At the bottom of the recent orders page is "report a problem".

HT2589 I had filled in all the information and log in to store with my apple ID but there is still error to purchases something. The billing information that I filled in is correct and apple is charging me for 1 US dollar. But why There is still purchase

Please help me. I have already login the store with my apple ID which already filled with billing address but there is still purchase error. What can I do? The billing information that I filled in is correct but when I click purchase it appear error

You mean the fees that apple charged to test my credit card information are refundable?
Yes. Again, it's just a hold, not a charge, and your bank will release the hold withing a few days.
It refunds only after I purchase?
No. No purchase is necessary. Again, it's just a hold placed to make sure the card is valid.
If I don't purchase anything just change info will it refunds too?
Yes.
Please read the information to which I linked.
Regards.

Same thing is happening to me. Adobe has not responded to anyone about this error. It appears that Abobe XI is not compatible with IE 11. I do not get this error when I use Chrome or Firefox. Only IE 11 does this. I have tried clearing cache and cookies.

Same thing is happening to me. Adobe has not responded to anyone about this error. It appears that Abobe XI is not compatible with IE 11. I do not get this error when I use Chrome or Firefox. Only IE 11 does this. I have tried clearing cache and cookies. I even uninstalled and re-installed IE 11. It is still doing it. I am surprized that a company like Adobe would just ignore our posts and leave us hanging this this.
Error message is FAILED TO GET DISPATCH FROM IBRWSR2. Then when you click on it the next error message says: PHTML IS NULL. You have to click this error message twice and then the PDF finally loads. Happened every time
Does anyone have a solution since Adobe will not respond?
As a last resort I will try uninstalling the Adobe Reader XI and install Adobe Reader 10 instead. It seems to work ok. But when I try to install version 10 the Adobe site tries to install XI. Any ideas?
JimP08758

It worked just fine for me.
Many site issues can be caused by corrupt cookies or cache.
* Clear the Cache and
* Remove Cookies '''''Warning ! ! '' This will log you out of sites you're logged in to.'''
Type '''about:preferences'''<Enter> in the address bar.
* '''Cookies;''' Select '''Privacy.''' Under '''History,''' select Firefox will '''Use Custom Settings.''' Press the button on the right side called '''Show Cookies.''' Use the search bar to look for the site. Note; There may be more than one entry. Remove '''All''' of them.
* '''Cache;''' Select '''Advanced > Network.''' Across from '''Cached Web Content,''' Press '''Clear Now.'''
If there is still a problem,
'''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Start Firefox in Safe Mode]''' {web link}
While you are in safe mode;
Type '''about:preferences#advanced'''<Enter> in the address bar.
Under '''Advanced,''' Select '''General.'''
Look for and turn off '''Use Hardware Acceleration'''.
Poke around safe web sites. Are there any problems?
Then restart.

HT1267 Im trying to restore my iphone 3G, i used itunes to restore it so it downloaded the iOS, after that it gives me the error 1015, when i read about the error then it tells me that i was downgrading, but how come since i used itunes to restore?

Im trying to restore my iphone 3G, i used itunes to restore it so it downloaded the iOS, after that it gives me the error 1015, when i read about the error then it tells me that i was downgrading, but how come since i used itunes to restore? why didnt it automatically provide me with the latest software made perfectly for the iPhone?

Your phone was jailbroken. You can't get help here.
In VERY RARE circumstances, this may indicate a hardware failure.

I'm about to hulk out guys! Brand new iPhone 5 and need to update iTunes for recognition. Keep getting "the installer encountered an error that caused the installation to fail." Can anyone help? I may smash something very soon.

I'm about to hulk out guys! Brand new iPhone 5 and need to update iTunes for recognition. Keep getting "the installer encountered an error that caused the installation to fail." Can anyone help? I may smash something very soon.

iTunes:
AppName: itunes.exe
AppVer: 10.5.0.142
ModName: unknown
ModVer: 0.0.0.0
Offset: 001be6f6
Quicktime:
EventType : BEX
P1 : QuickTimePlayer.exe
P2 : 7.71.80.42
P3 : 4ea5c6ef
P4 : QuickTimePlayer.dll
P5 : 7.71.80.42
P6 : 4ea5c6d5
P7 : 00005b6d
P8 : c0000409
P9 : 00000000
That's consistent with another application (other than QuickTime) having dropped old QuickTime componentry in non-standard locations on the PC.
So we'll go looking for the older QuickTime componentry in the most common locations for it to be stashed.
First we'll need to change some view options on the PC.
1. Open My Computer from the desktop or Start menu.
2. In the Tools menu, click Folder Options.
3. Click the View tab.
4. In the "Advanced settings" pane under "Hidden files and folders" make sure that the "Show hidden files and folders" option is selected, and the "Hide extensions for known file types" option is unchecked.
5. Click OK.
Now in My Computer, open your C drive.
Open the "Windows" folder.
Open the "system32" folder.
What files and/or folders can you see in there with QuickTime in the file/folder name? (In a standard installation of QuickTime, you should see precisely two files ... QuickTime.qts and QuickTimeVR.qtx ... and no QuickTime folders whatsoever.)

Best avenue to file complaints about bill and have them resolved

I have been a customer since before 2005 and went with Ntelos in November, I called the night I was at Ntelos to ask Verizon what my contract buy outs were and I was given the prices. The representative tried to offer me whatever promotions she could offer (there wasn't many) and I declined service (there she should have took the initiative to ask about disconnecting). Since my bf opted to keep his number his phone disconnected automatically. I was told my Verizon phone would cycle off within 24 - 48 hours by the Ntelos rep. That was not the case so I called verizon to ensure my phone would disconnect and they told it would at the end of the billing cycle (december 20) which makes sense. I understand I would be responsible for the November - December. Anyways, December 20th rolls around and mind you I've called already to ensure it will take place and it doesn't. I phone in and come to find out the person who took my orders didn't complete the disconnection and now I have to wait until January 20th for it to cycle off and I can finally pay my bill! Well get this in my November - December bill they've charged me $51 for Monthly access (I have a work discount) and $49.99 for insurance and smartphone access for 12/21 - 1/20 and won't refund my $51 as they say that I called out on the phone. I turned the phone on and had voicemails that I think I checked around the time period that they are mentioning (1 day) and that data was used (1 day) I had no outbound calls after December 11th my birthday. Because there are no comments in my account (that I specifically asked them to make) my phone should have been disconnected when I had called in the first of December... really!?! The phone should have been turned off regardless and it was one day out of 30 seriously? I mean the phone has been turned off this whole time and literally only checked to make sure Verizon did their job. I CAN'T HELP IT YOU DON'T KNOW HOW TO DO YOUR JOB, I PUT THE EFFORT IN MULTIPLE TIMES TO LET YOU KNOW MY PHONE NEEDED TO BE DISCONNECTED YOU SHOULD HAVE KEPT RECORD OF IT!!! What really heats me up is that I was told a supervisor would give me a call back after they got out of a meeting and I have not rec'd a call back yet. VERIZON Reps/Supervisors your customers are the reason why you have get a paycheck, I suggest you start treating them a little better. You can't seriously tell me giving me back my $51 for service I DID NOT USE (except according to you for one day you can't even give me details about?) is really going to hurt your pockets. I've been jerked around by your reps for the last 2 months as one told me my contracts were up in January and I shouldn't' be charged for disconnection fees at all, she credited me those termination fees but they later got rejected (after she said her supervisor approved while I was on hold) and NO ONE HAD THE COURTESY TO NOTIFY ME!
I've worked in customer service before and I'll be first to tell you that your reps are not trained very well and you have horrible ethic! You should not charge your customers for an error that was your fault; especially since it was your reps that I asked specifically to note my account and didn't (this isn't my first rodeo with you all, it should be standard procedure to give your reps time to comment before throwing them into another phone call). I'm not doing this for my health here, that $51 could buy diapers and baby food for my daughter and you are crazy if you think I'm going to let it slip through my fingers to line your pockets. I will keep escalating it until you do something about it and I don't care that you already gave me an inconvenience credit I deserve that and my $51 so don't try to justify it that way! This has been way more than an inconvenience, so don't worry I'll inconvenience you as well!
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

With my new provider I am only using the chat function to settle anything with them so I can save the conversations I've had with them (not that I've had any issues thus far). It should be standard procedure for them to comment your account while they are on the phone with you before hanging up. I should have been annoying and asked them to read back their comments (hindsight ugh!). I'm sorry that you are having to deal with this as well, just know you are not the only one receiving horrible customer service. I'll share with you what I wrote on their Facebook page. They really should take some accountability for their actions and have better follow up on resolving issues (or train their representatives better). I can't stand having to talk to another person time and time again explaining the same thing i just explained to 3 people before them.
Almost immediately, I received some attention after posting this:
Dear Verizon,
I am appalled, especially after reading your credo, that you are refusing to credit back money that is owed to me because your representatives didn't take the necessary time that they should have to comment (after I specifically asked) in my account after I diligently called in multiple times to ensure that my disconnection took place when it was scheduled to and was told that it would (an ongoing issue since the beginning of December). Come to find out that the representatives I spoke with prior to December 20th didn't do their jobs correctly by not entering the disconnection orders in. "Verizon Credo- a set of principles that describes our culture of integrity, respect, performance excellence and accountability. The Credo is a blueprint that directs us to live up to the highest standards possible when serving our customers, shareowners, communities and each other." Let me school you on something here because it appears that you just put that mission statement up on your website 'cause it sounds good, you certainly do not follow through! Accountability: Noun - the quality or state of being accountable; especially an obligation or willingness to accept responsibility or to account for one's actions (i.e. public officials lacking accountability). It doesn't matter that you cannot find any proof in my statements it doesn't change the fact that it happened and I am not a liar. I seriously wouldn't exhaust this must effort had I been lying. I'll take this a step further and reference your statement "we focus outward on the customer, not inward. We make it easy for customers to do business with us, by listening, anticipating and responding to their needs." First of all, when I made my initial call to you all asking what my contract buyout prices were and your rep tried to offer me promotions (or lack there of) to keep me as a customer and I declined she should have "anticipated" my need for disconnection. I shouldn't have had to jump through so many hoops to get my service disconnected from you all and pay my final bill. It's not my fault that your representatives weren't trained well enough to correctly put through disconnection orders. Based on my interactions with your customer service I could see where people would disconnect their services regularly!!!!! You are not making it easy for me to severe ties with you and conduct BUSINESS and you are not responding to my NEEDS. I think you forget that I could be a potential customer in the future. If it's one thing I learned from my Communications Degree is that negative feedback will reach more consumers vs. positive feedback of a company and how they handle their business. I have 1,000 plus facebook friends and twitter followers so I'm pretty sure my negative experience could reach quite a few people! You say you have integrity? How is it moral uprightness to charge me for a whole month of service (regardless if the phone was turned on once) for a billing period that shouldn't have existed if your customer service reps did their job correctly? I suggest that you all take a good look at the way you are treating your current customers because we are the reason you get a paycheck! You should make your customers a priority especially if they've been with you for 10 + years regardless if they are disconnecting service or not! How about following through, taking ACCOUNTABILITY and having that supervisor representative call me back from my phone conversation last night like I am a priority (how every customer should be treated) and helping me get the money that I am owed, regardless if the phone had been turned on for a short period (your rep couldn't even tell me what numbers I supposedly called - exactly the phone has been off since December 20th if not before unless turned on to confirm disconnection)! Oh but let me guess did you all forget to put that in my account comments as well? Probably like there is no mention of the formal complaint I filed against some of your representatives that there was supposedly no ticket number for. I thought I was going to regret leaving Verizon for another provider but it turns out that I only wish I would have left sooner and actually gone to a authorized dealer/ Verizon Store to process my disconnection because your customer service line is a joke!

How to lodge a formal complaint for billing errors???

I have had billing errors for the past 2 months. I speak to customer service and they keep (very nicely) taking my data and my bills are still coming in wrong.
Does anyone know how to escalate?
Thanks!

I truly hope someone with authority can help me with a billing issue I cannot seem to get anyone to resolve. I have tried severeal times to get this resolved with Verizon customer service, a supervisor/manager at Verizon customer service and a Manager at a local Verizon wireless store. I noticed I am getting overage charges for my account which I have had with Verizon wireless since the early years. I have 4 smart phones and one work pad on the service under one account. Back in November, I received a notification that my account was about to exceed the 10 GB allowed on my service agreement and would I like to add an additonal 7GB for $10.00 per month. It said if you want to add this, reply YES. I replied YES. I even still have the text and response on my smart phone.
One of the customer service reps and Supervisor/Manage I spoke with said they didn't show any record of the Text from Verizon or my response. I asked how that could happen when the tesxt message and response are still on my phone. The Manager said they couldn't just take my word for it since they didn't see anything about the text to me or my reply. She stated I would have to take my phone to a Verizon Wireless Coirporate location (Montgomeryville, PA) closest to me, show the Manager my text message and my reply on my phone and have the Manager go in to my account and make a note that they personally saw the text messages and then contact customer service back.
I did that and even took a picture of my phone with both text messages on it to leave with the Manager at Verizon. He went to his office and came back in about 5 minutes and said, "Okay, I made a notification to your account that I saw the text messages on your phone.
I re-contacted Verizon Customer service the next day, spoke to a customer service rep and another supervisor/manager who said, nothing could be done because Verizon doesn't offer that plan anymore since it was a special offer back then in November. Even though both the Manager and customer service rep agreed it wasn't right and they were sorry, they couldn't do anything about it since it isn't offered anymore. Instead, it will cost me an additional $30.00 per month to get an additional 6GB added to my account. They finally offered a few months credit for the difference between the $10 and the $30 but it just isn't right.
I hope to hear from someone to do the right thing. The real clincher is that I am a Verizon Retiree. Really helped me out a lot so good luck to those of you that aren't.
Ed

How can you get someone to fix billing errors?

I am so angry - calling month after month to get billing errors corrected. No one seems to be able to get anything done!

VERIZON = FRAUD
I have never had a transaction that went as discussed on the telephone. Most recently I discovered that I was paying about twice the monthly charge advertised by Verizon. No problem, we will reduce it to 60/mo. but it may take a billing cycle. I called again after it didn't appear. No problem. Now its three or four months and no 60/mo.
I give up. I WILL NEVER DO BUSINESS WITH VERIZON AGAIN ONCE THEY RELEASE ME FROM BONDAGE.
Have any of you found that the well documented discussion on their computer diappears within a month. Oh, I'm sorry, but you never had that conversation. In fact you NEVER ever called us. You must be a happy camper.
FRAUD IS A VERY PERSONAL JUDGMENT. I am just wondering whether any of you think that Verizon conducts its billing office in a fraudulent manner. Maybe you think they are just incompetent. Maybe you think they are great. Let me know what your description is.
Also, let me know how many of you would terminate their contract tomorrow if they eliminated termination fees?

Have Macbook Pro & 4th gen iPod Touch. Downloaded & installed iOS 4.3.2 yesterday. Upgrade went without a hitch, but now iTunes on My Macbook Pro will not open. I get an error that says "iTunes" Data too new to be used with this version of iTunes.

Have a Macbook Pro and a 4th gen iPod Touch. Downloaded and install iOS 4.3.2 yesterday. Upgrade went without a hitch, but now iTunes on My Macbook Pro will not open. I get an error that says --The file "iTunes Library" cannot be read because it was created by a newer version of iTunes--. I am running iTunes 10.1. I searched for Updates to my MacBook Pro (running 10.6.7), but comes back saying no updates available. WHAT IS GOING ON??

Is your computer still authorized in the Store menu in iTunes?
iTunes Store: About authorization and deauthorization
When I changed to my new MacBookPro I had to authorize it although I used TimeMachine to transfer my settings and data.
Did you try to deselect Wi-Fi syncing and enable it again after that?
iTunes 10.5 and later: Troubleshooting iTunes Wi-Fi syncing
Did you already transfer your purchases and manually started a backup?

HT4623 I have an download that hasnt downloaded and my phone keeps asking me to put my apple id password in how do it get rid of this?

I have an download that hasnt downloaded and my phone keeps asking me to put my apple id password in how do it get rid of this?

Any error message?

My phone wont let me complete ap updates due to an invalid security code in my billing info which hasnt changed since i got the fone!!! Help

Please someone help me! Im going crazzzzy

You must be using a valid credit (not debit) card.
iTunes Store: My credit card's security code or zip code does not match my bank's records
This is what Apple says in the above: http://support.apple.com/kb/TS1646
In most cases, this issue is caused by a formatting error in the billing address that you have provided. You can correct the issue by verifying that the information you have provided is correct, or by changing the format of your address to match the format that your credit card company has on file.
You can verify and/or modify your billing address by following these instructions:
Open iTunes. If you are signed in to iTunes, skip to step 4.Note: Verify that you are signed in to the correct iTunes account. If you are unsure which account you're signed into, choose Store > Sign Out and proceed to step 2.
Choose Store > Sign In.
Enter your account name and password, then click the Sign In button.
Choose Store > View My Account.
Click the Edit Payment Information button.
In the Payment Method section, choose None.
Click the Done button at the bottom of the page.
Click the Edit Payment Information button again.
Enter your billing address exactly as it appears on your credit card statement.
Select your credit card type in the Payment Method section.
Enter your credit card information, your card's security code, and the expiration date.
Click the Done button at the bottom of the page.
If the issue persists, contact your credit card company and verify that they and any company they use to process credit card authorizations have the correct information on file.

Promised callback about bill errors that hasnt hap...

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