Dear BT, you have supplied my line rental for a long time and I have paid a figure of £11 per month by direct debit until four months ago when it went up to £16.50. I have had no paperwork or notification of why or what this is about. I rang your customer services and they said that I had been under paying, but they didn’t say for how long or how much I owed to catch up.
I have now discovered that since that conversation, on the 21st April you took a direct debit payment of £19.23 for Talk Talk Telecom which I do not have. I discovered this on the 22nd April and immediately rang customer services. I was told you have no record of this but of course I have.
I have now cancelled the second direct debit but I would like to speak to someone at customer services who can answer my questions and arrange a refund of the £19.23 and arrange for the line rental to go back down.
The only paperwork I have received from you says I have a whole bill,direct debit, instruction and states that if I cancel a payment processing fee will be applied to all future bills.
This seems to be a case of your representative not understanding plain English.
I have never experienced dealing with a company who could not be communicated with before but who were very quick to take money by direct debit without explanation.