WRONG ADDRESS AND DUPLICATE BILLING

Question

I am sick and tired of BT. I honestly wish that I would have gone with an alternative provider for both line and broadband.
After informing them that I had moved house (provided new address) and said I wanted my old line cancelled and a new line put into my new house with BT Broadband, I have had no end of problems.
After ordering the broadband online (to my new address), with the 'help' of a BT online spokesperson, I was emailed confirmation that the broadband order was going to my OLD address. Within minutes I was on the phone to say that the order address was wrong and that I had moved house and had already informed them of my new address (at that point I then provided my new address over the phone again). I asked for that order to be cancelled and to have the BT Broadband order to go to my new line at my new address. Over the phone I was told that this was done, my address had been changed and that the new BT Broadband order was coming to my new address not my old one.
The BT Broadband did arrive at my new address, however, it had also obviously arrived at my old address too. As I received my first bill for £93 (bearing in mind one broadband order, with line rental and the postage and packaging should have come to just over £40 - as I don't make phonecalls with my BT line.) Therefore, I had been charged for delivery of two home hubs, two broadband packages and 2 line rentals.
After phoning up again and explaining yet again that all I wanted to do was cancel my old line and have a new line at my new house and have Broadband installed (for the first time from BT) as I had always had Virgin beforehand - with no problems may I add! The BT man at the end said it was an error and that I was going to be refunded the duplicate amounts and I gave him my new address AGAIN, and he said that was changed so no more mail would be delivered there. I wanted a promise that this duplication wouldn't happen again next month, when I got billed again, however he said he was worried that it might. He gave me a reference number and said he would sort it out offline with his managers and get it sorted. He said that if I phoned again to ask about the case I should just give the reference number and anyone looking at my account would see the notes on it and would know the past history of this problem...so I wouldn't have to go through it all again.
A couple days later, I receive more mail from BT, delivered to my old address (I have a redirection service in place at the moment, so I can see what was sent to old address) stating I had requested a payment card for BT. Again I was on the phone, quoting my new reference number so I didn't have to go through it all again. The BT lady could not see anything on my account regarding this. So I told her the story and got her to check the address on my account, which was my OLD address, so I again provided her with my new address!! She checked my bill and said that the refund of the duplication will show up on my online bill within 24 hours, yet it still has not been refunded. The payment card I didn't request was cancelled and as a sign of so say good will she said I will give you the BT Answer 1571 absolutely free and the privacy at home. Usually I don't sign upto these things as usually there is a catch but she said it was absolutely free.
So I have just come home from work to find two letters from BT, funnily enough that were sent to my OLD address, telling me about my new 'order' which will be charged at £1.02 if I don't make 2 calls a month. I had to laugh at the irony of a free goodwill gesture being given to me by BT for them failing at changing my address the account, yet confirming the gesture by sending it to my old address (and to have hidden costs aswell!) To top it off the other letter, to my old address, was asking me to return my BT Equipment. Well I am sorry to say that the BT home hub that was sent by yourselves to the wrong address was never redirected to me and has probably been left outside of the old address somewhere by the postman. But after phoning up relentless amounts of times to BT asking them to change the address, what else can I do! I can't even be bothered to waste my time to speak to BT for them to tell me categorically that they have changed my address to then find it has not been changed.
Words fail me sometimes, although I am sure to Tweet about my BT adventures to let others know that basic things like changing address is too complex for BT to sort out! Do not even get me started to what will happen if I get charged twice every month just because of BT's own admission of error. Really sort it out.
Solved!
Go to Solution.

Answer 1

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.