Unfair service improvement charge and general poor...

Hi My issues started when we moved house in October 2013. 3 weeks in advance I filled in the online forms to request a home move with my phone number (we were only moving a short distance) and broadband to be working by the date we moved in. I received an email confirmation saying Good News your order has been confirmed and all your services will be working on 18th October – moving in day. Moving day comes and the phone line is working – sorry oh no its not – it’s the previous occupants phone line that’s working. I ring BT from my mobile and ask them what is going on? They promised services will be working by that evening, actually what they did do by that evening was turn everything off. Nothing worked then for the next 2 weeks we had nothing but stress and hassle calling BT and speaking to their contact centres in India who repeatedly lied to us and told us every day it would be working by midnight. We were very cross as it was an issue we didn’t need moving house with two small children. At one point they organised an engineer to call to sort something out to do with the phone line which was still going to the exchange at the top of our old street. This is what the engineer told us. After his visit we still had to wait several more days before our phone number was transferred over and then several more for broadband. At no point did we ever agree to pay for an engineer visit. Yesterday 10/02/14 I receive my bill and they say they are putting my DD up to £110 per month to cover a visit called a service improvement visit! I am not happy to pay this charge after all the problems they caused us during our move and want to leave BT but they want over £200 to get out of contract. To speak to someone who actually sounds if they value you, you have to get really angry. I am now waiting for the resolution team but not holding my breath. Has anyone been through this? Sky in contrast was amazing when we moved – came out fixed the dish when they said they would and didn’t charge us, and have subsequently been back to replace the box free of charge. Really upset I want to cancel my DD but don't want to get my self in a mess.

Hi Krismuzg,
I can take a look at the details of your complaint. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
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.
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