Re: Extortionate Line Repair Charge Taken from my ...

My parents, one of which is an OAP have reached the end of their limit in trying to resolve this issue with BT, therefore I am posting this here on their behalf to see if this issue can be resolved before writing to the Communications Ombudsman and Local/National Papers.
Earlier this year there was a fault on the line and a tree blown over on my parents road, none of which was their fault. After some time a BT engineer arrived and spoke to them for approximately 10 minutes and then went to fix the exchange at the end of the road. Which didn't appear to take him very long at all. After this the problem was resolved.
Except my parents noticed in their next bill a charge of almost £500 for a line repair. After spending hours trying to get hold of someone at BT that would be able to help them with this issue, they were assured that this money would not be taken from their account until it had been reviewed. To have £500 removed from their account would of course have a huge financial impact on them.
This money was then taken with the next payment, despite BT's assurance that it would not be, leaving them £500 short for that month.
Countless hours later of phone calls of being on hold and palmed off between different departments who appear to be staffed by employees who have no concern for this issue, there is still no one even attempting a resolution. My parent's have requested documents that detail what this huge charge was for, and each time they are promised this, every time of course they receive nothing.
We have all had enough of spending hours of our time phoning BT trying to find a resolution to this problem.
This is our last attempt to provide BT with an opportunity to resolve this issue before we take this to the Ombudsman and all other relevant institutions.
Solved!
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@andrewbushe
If you need any assistance with this please use the 'contact the mods' link in my forum profile to send in your parents BT account details and we'll get this looked into. You can find the link by clicking on my username.
Thanks
Neil
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 but 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’.

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£130 wrongly taken from my account on the 2nd, had to take a day off from work to ring BT customer services so lost a days pay and also got £60 bank charges from not being able to pay other direct debits. After customer services promised me the £130 paid back into my account within 24hours, they never did costing me an extra £30 for bank charge. Rang today (4th) and customer service man says, the £130 is sat here waiting to be paid into your bank account and will take 2-5 days to go into your account. After explaining to him that the money was meant to paid into my account the day before as promised and since cost me an extra £30 for bank charge. he started arguing with me saying they wouldn't of said that they would pay the money back within 24hours. I asked to speak to a supervisor for him to put me on hold then hang up the line.
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Solved!
Go to Solution.

Hi wils35
I am terribly sorry for all the trouble with this. The 24 hours comment sounds like a complete error, I am really sorry about this but it always takes 3-5 days, even if we go direct to the accounting guys. You should be able to file an indemnity claim with your bank to get the £30 and I'll do my best to help. I'll need a closer look please.
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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 but 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 :-)”
td-p/30">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’.

Fault on line - repair time

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I'm sorry its resorted to having to create a profile on the BT Forum but I'm at the end of my tether and if this is not resolved have been informed to take legal action.
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As someone who always praised BT to other friends and family feel I have been let down and had money illegally taken from bank account purely because of my decision to change broadband and telephone provider.

Welcome to this forum.
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Re: Extortionate Line Repair Charge Taken from my ...

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