Business Mobiles, Mis-sold, Failed direct debits, debt collections and £2k cancellation charge.

[MT2015]

I have been with bt mobile for a relatively short period when my problems first started.  I order 2 mobile phones on a £40 a month total cost deal.  They sent out two nokia phones (low end handsets) set up a direct debit to pay the bills and assumed all was well.  2 months later i was restricted on incomong calls and letters stating they hadnt received my payment, I phoned up to pay and was asked would I like to set up a direct debit so it doesnt happen again, i said "yes please." and set up direct debit number 2,  2 months later same thing again except this time when i had paid by card and setup direct debit number 3 it took a few days for reconnection.  shortly after this my handset started playing up, screen was becoming unresponsive. I called them to let them know and they said they dont handle repairs i would have to send it off an pay for the repairs myself, so instead i used a different handset as i didnt think it fair after only a few months i should pay out for repairs. 

Shortly after the second handset broke as well, so at our own cost we replaced the handsets, at this time we were not aware they were still under manufacturers warranty and BT should of advised us properly of this and given us the contact details. (It is also in their T&Cs that they willguarantee all equipment for a period of 12 months under reasonable use.) we decided we would write in and complain, w received a call and were offered an alternative solution that would involve ending our contract early and setting up a new one, with more mins, text and data and a better handset for £40 a month.  i jumped at it and only found out that it was £40 a month per handset when we received the first bill.which had passed the cooling off period so we couldnt cancel.  They hadnt cancelled the contract early they simply added it on to the new contract thus locking us into a 32 month contract. at £80 a month! 

Sure enough as clock work the direct debit problem arose yet again every two months like clock work.  our last straw broke in july this year when we were restricted as usual and we phoned up to pay the bill as usual and after 3 days still not connected, I phoned them back, they told me i hadnt paid my bill which i had, they then reconnected only one phone for around 24 hours and then it was restricted again, i rang them back, they said the same thing we have a billing issue, strangely enough it was for the exact ammount i paid 4 days earlier. I explained it had been paid. I even checked my bank while on the phone to make sure it had left my account.  I received an apology and was told the handsets would be back up and running with 72 hours.  in total now almost a week, I opened the phones put the sim cards in an envelope with a hand written cancellation letter on july 11th by recorded delivery.  heard nothing back off them to say they received the letter and they sent me a bill fthe following month as normal requesting £96 ?? which was odd but i assumed they were a bit slow so didnt pay it as i was waiting for the "final bill" to come through with a view of paying that instead. A month later inseptember i received a bill for £192 which was a usual bill plus the month before. which was concerning as I had cancelled the contract in july 11th and sent back the sims so really should not be billed for line rental as normal.

I resent a copy of the letter i wrote previously and shortly after received a Termination notice stating that due to non payment my contract was being cancelled and will be eligible for cancellation charges.  then within quick succession a bill for £192 came through, then one for £300+ , a week later two bills came through one for £2300 and giving me until oct 12 to pay.

however on oct 8th a debt collectors letter arrived asking for £1300 and something from moorcroft  on behalf of BT. moorcroft have raised a query and it came back bt has stuck to their guns saying it was cancelled due to non payment and because my direct debit was cancelled. (I cancelled It 7 days after I had written to them to cancell the contract) 

I have written to bt since asking for a printed copy of the terms and conditions of the contract, and also a copy of their complaints procedure and a full breakdown of the charges.  And due to the termination letter I have asked them to provide details of the date they have on file for the cancelled direct debit.

5 weeks later still not heard anything back from them.

I have clearly stated to them that I am heavily disputing the bill and wish for both moorcroft and BT to investigate the bill properly and get back to me.  I have forwarded copies of all documentation kept since I canceled to moorcroft and was surprised to find 2 bills  of differing ammounts issued in the same day for the same due date. 1 was for  £1300 approx and the other was the £2k plus bill.

I have offered to pay for tha handsets and a fair ammount for the charges but this is ridiculous when it is themselves who broke their own contract rules and due to negligence failed to properly set up my payment methods among bad customer service, and mis selling of the second contract  why I cancelled in the first place.

The second handset the sent with the new contract a HTC one m8 also broke and it was then i realised that they should of been more helpfull with the previous handsets as when i contacted htc directly they stated that bt should of offered to send the phone for repair on my behalf.  as it was still under warranty, and almost a ll phone manufacturs will repair most problems without question within the first 12 months free of charge.

Has anybody had a similar experience who may be able to shed some light on the situation, or Does anybody have any advice on how I should handle this please, as I cannot get a straight answer out of them. Im trying to get everything on paper.

Mark,

[markp]

Hi MT2015,

I am sorry for all the issues you have had with BT moibile, I have sent you a private message, if you can respond to this I can contact the BT Mobile complaints team on your behalf.

Regards

Markp