I am writing to inform you of the terrible service I have received form bt over the last 3 months and to inform you that I am still waiting for a refund of £124.99 since 17th September.
I decided I wanted to join BT to take advantage of the offer sky are providing of free broadband if you have the full package and have a bt line. I do not have a BT line to my house and haven’t since I moved in 18months ago. There is no BT line from the telegraph pole to my house.
On the 7th August I rang and ordered and paid the full amount of £124.99 to have an engineer come out and install a line. I explained to the customer service the situation, for some reason I was cut off just after I made my payment and given all my security questions. I rang straight back and spoke to someone else who said this had not been done and I needed to place a new order the next day and they would call me back and arrange this. Which they did.
An Engineer was booked for 26th August 8am – 1pm. For some reason this was cancelled due to a computer error. The next engineer was booked 3rd September 1pm – 6pm. I rang on the morning to check the engineer was booked and was informed it was. I then rang back at 6pm as no engineer had turned up and was told that there had been a mistake and the engineer had not been informed of the booking. The next engineer was booked for 16th September 8am – 1pm. Again I rang to ensure the engineer had been booked, again I was told they had. At 1pm I rang again as no engineer had turned up I was informed that my line was active and had been since 3rd September and there was no need for an engineer to come. I then explained the situation and said I did not have a telephone line to my house so my line could not be active. I then informed customer service that I no longer wanted to have BT installed and wanted a full refund of my engineers fee. I was then cut off. It took me to the next day 17th September 7pm to get through where I was told a request for a refund was being made.
It is now 4th November and I am still waiting for my refund of £124.99. I have lost count of the amount of times I have rang to find out when I will be receiving my cheque each time I am told it is on the way. Meanwhile I am getting charged on this payment as I paid it on my credit card. Bt have also taken a direct debit payment of £44 out of my account which I have since recalled through my direct debit guarantee. So not only have I paid £124.99 for a service I am not receiving but you have taken direct debit payments on a service I am not receiving.
I have enclosed a copy of all the correspondence I have received from bt in the last 3 months.
If I have not heard from you within 4 weeks I will have no option but to seek legal advice.