Many BT complaints I have received over the past year have been to do with incorrect bills being sent by BT. I myself set up this site because I was sick to death of BT getting it wrong and sending me a bill which was completely wrong. Here is the most recent complaint I have received regarding an incorrect BT phone bill.
I have been with BT for a year now and feel as though I work for them I’ve spent so much of my time on the phone trying to get incorrect bills amended.
Firstly when we moved in we were told there was no active line so a fee of £124.99 would be payable, we didn’t like this but needed a phone as we had a new baby.
When the engineer came he told us he would connect the line with the new number rather than the old one on the current line! We checked with him and he confirmed there was a live line already in place that would have just needed switching back on. He also advised us it was due to BTs new computer systems that hadn’t been fully updated and did not recognise our details that they just slap on the charge!
I took this matter up with BT and refused to pay the £124.99, after a lot of haggling they deducted this charge. Every bill from then on has been incorrect, they add on call charges when all my calls are through Sky Talk!
I have issue with them all the time and when you hjave no phoneline you can’t call them so you rely on email, which is better for keeping a record but easier for them to fob you off. I was cut off for late payment due to them taking so long to respond to my query, then they tried to charge me reconnection fee when the bill I’d been querying had been wrong, I got this charge corrected too, after an awfuly long time.
In all I have had to take issue with every step of the way for a year now, the latest being I could not dial out on Tue of this week so the call was diverted to them, they told me an amount of £35 odd pounds was outstanding, the top and bottom of it was this was the amount they told me the had credited from my last incorrect bill!
They then tried to say it due to my having not paid my bill of £40.70 which was generated on 20th Oct, the day before! I explained how can payment be overdue when I havn’t even recieved the bill yet, they restored my service after a long debate!
Yet yesterday I found I have no service at all and again am reliant on email replies, of which this morning has again told me to pay my bill of £40.70, the bill I have yet to recieve so how can the payment be late, enough to warrent cutting me off?
I am at home with my young daughter and need the phone working to book her doctors appts.
I feel they have no concept of customer service at all and treat customers dispicably. I have now arranged to switch my line rental to Sky as it’s cheaper and I’ve been with them for tv and internet for a year and can’t fault them.
I have wondered if this has fuelled the action taken by BT as it happen the same day they confirmed, by post, the change over, also confirming it would not affect my service, they not wrong, it’s still VERY BAD!
My advise to anyone, DON’T CHOOSE BT!!
I would like to know where to go to take this further, is there an Ombudsman who will deal with them?