Latest complaint about BT broadband…
As a result of a call to BT complaining about unfinished work done to my line whilst installing Broadband I have now received a extra charge of 99 pounds as a ‘ONE-OFF CHARGES’ listed on my bill.
I have had many run-ins with BT over the provision of Broadband to my home. First there was a delay in coming to install it, even though I was at home on the date arranged, then I was charged for removal of Broadband though it had actually never reached installation status,following this I had problems taking this charge off my bill, then after several attempts to get a signal the engineers finally left a temporary line which was a real hazard in my home. This was so infuriating as when trying to resolve it I was dealing with foreigners whom I did not understand so it took its toll of stress on me for many months.
Today I have spent all morning trying to find an Email address for BT or a complaint section on which I could leave my specific complaint rather than a complaint dedicated by BT. This search proved unsuccessful so I have sent off the bill for the total amount hoping that someone can help me to retrieve my £99
Below is a copy of the letter accompanying my payment which may be helpful to you.
Acc No: NI 4509 2333
Bill No. QO 22 81
I am paying this bill in total in spite of the fact that I should not have the extra charge of
£99 included. I have spent a whole morning on the telephone and on line trying to make a complaint which could be handled so I could have an outcome, without success.
The ONE-OFF Charge of £99 should not be on my bill as this work was done because wires had been left in my home as a temporary measure to get Broadband up and running back in July 2008. These wires constituted a hazard in my home for several reasons namely:
- They ran along the landing and down the stairs not allowing me to close my hall door without lifting them above it.
- They were not nailed/secured down and rose above the carpet making them dangerous to walk over.
- They entered the house through a fire safety door which then did not lock or close tightly allowing draughts in.
Since I frequently have young grandchildren in my home and also that I have walking problems due to a knee joint replacement and I also broke my femur last year these wires were a constant worry to me.
Engineers had promised to return and complete this job which was part of the installation of my Broadband but they never came back.
Therefore I do not consider that I should foot this charge as it was part of the job previously undertaken and not completed.
I am continuing to investigate how I can make this complaint known to BT so someone can resolve this issue and refund my £99
Mrs M W C