I had an Openreach engineer visit my property recently as I was having a problem with my phone line and internet. When I was on the phone, my Internet crashed out and when I was on the internet, my phone wouldn't work.
I reported this, and the engineer visited me. He ran several tests on the line, and even into the test socket and it was established that the it was infact the master socket that was faulty, this master socket being BT equipment. The links that were sent to me at the time of the repair advised that any faults from the exchange, up to the master socket would be BT's responsiblity and tif faulty then there would be no charge.
The engineer then advised while changing it that it wasn't wired up correctly. He gave me a new one and advised that there would be no call out charge.
Law and behold, I've now received a letter from my bank, charging me for a failed direct debit from BT for £114. This includes a call out charge that I was told I wouldn't need to pay.
I've queried this with the Executive team and they have just advised that I'll need to pay the charge. This is a disgrace and I'll be taking this up with the Ombudsman as soon as I receive their final position.
