Firstly I would like to say how appalled at the level of customer service I have been given. Secondly before I start I would like to say that I am NOT and have never been a BT BROADBAND customer.
On 12th February 2010 via HSBC internet bill payment I paid in ERROR £70.00 to BT BROADBAND. I wanted to put £70 on to my Tesco Club Card Plus Account. I did this on the internet via bill payment and selecting “pay an organisation” I incorrectly selected an option which gave me a drop down box and selected BT BROADBAND. At no time did was I asked for any sort code, account number the only thing I entered was the card number from my Tesco card in the Reference box.
On 26th February 2010 I called my bank to advise that the money had been made to BT BROADBAND in error , they informed me that I needed to speak to BT BROADBAND direct to get money refunded to me.
I called BT BROADBAND and was advised to send a letter to HEAD OFFICE detailing the situation and enclosing a copy of my bank statement showing the payment leaving my account. I did this on the 26th February 2010.
After not hearing anything from BT BROADBAND for 5 weeks I called again on the 6th April 2010, I spoke to one operator who put me on hold and then ended up hanging up on me. After calling back and going through the automatic phone system I got through to another operator who I again had to explain the situation to, after not getting anywhere with him I asked to speak to a supervisor.
I liaised with Kumar Akshay who said I need to send a letter to Head Office with the details and the proof payment has come out of my account. I explained I had already done this and I have heard nothing so I wasn’t going to do this again. Kumar told me to fax documents ( attachment above) to him on Fax number 0208 8109192 and that I should hear something from BT Broadband within 48 hours. I requested a direct line so that I could speak to Kumar again as he know what was going on. Kumar advised that they don’t have direct lines and told me to ring 0800 800 150.
After not hearing anything for over 72 hours I called BT Broadband again on Friday 9th April 2010 asked to speak to Kumar but was told they don’t direct calls. I again had to explain the situation. I was told that I need to speak to HSBC which I thought was strange as how can they get some money back which is sat in BT BROADBANDS BANK account.
I called HSBC, who were really helpful. One of their representatives called BT when I was still on the line so I could hear the conversation. After speaking to a operator who wasn’t being very helpful at all we asked to speak to a supervisor. This Supervisor was Kumar. We were on the phone for over 1 hour and we got no where, I was told to contact Tesco to get them to trace the missing payment.
Then we were told to write in again with all the details, we explained that this has already been done and heard nothing and wanted to know what is the complaints procedure but we couldn’t get any answer it was like they didn’t know.
All I want is for my £70 refund to me which is sat in your bank account not going anywhere. If you look at the other emails I have sent to you, you will see a screen print showing the payment leaving my account.
I cant not believe for what is supposed to be one of the countries primary communication suppliers that this situation has not been resolved after two months.
Please reply to me within 7 working days to advise me that this is being dealt with and so I know I can consider if further legal options are needed to get this resolved.
I have stated two contact telephone numbers below the preferred contact would be my mobile number.