RECONCILIATION PAYMENT AND MIS-SELLING

[frasermac123]

How many others have experienced the following:

BT add a so called internet security package at £14.97 per quarter without any request from the customer. I have asked and insisted that it is removed and the cost refunded. Yes they say it will be refunded and was added in error. Each quarter it is re-charged and no sign of a refund. A money making scheme of sneaking in a 'package' in the expectation that it will not be challenged.

Secondly I agreed to a minimum spend £500.00 per annum spread over 3 lines. The spend was nearly £1000.00 and yet BT selectively took only one line into account and have levied a reconciliation charge of £261.00. Despite agreeing the spend was over 3 lines and the charge was incorrect it continues to appear on the bill and now with reference to penalty charges and no doubt the lines will now be disconnected due to none payment despite having paid the undisputed amount. After many circular pillar to post calls nobody at BT seems able to deal with this minor problem, promises made and yet the paper work still comes through demanding payment A hopeless, inefficient, impersonal and timewasting organization who I will avoid whereever possible. Next stop the Ombudsman unless someone can give me the contact number in BT of a person empowered to correct these basic problems.

[dwclark · Accepted solution]

Can I suggest the following?

Step 1:

I had a lot of success with this one. Get a named contact from your first reply. Send all relevant detail.

Customer Service Manager,

BT Customer Correspondence Centre,

Durham,

DH98 1BT.

Step 2:

If that doesn't work, go for the big boys. I once got through to Charles Dunstone, CEO of Carphone Warehouse. That got actioned within the day with £100 compensation, after a 3 month+ battle with TalkTalk. Again, reasoned argument with pertinent details, especially of time on hold and failed call-backs.

For the personal attention of:

<Removed by Moderators>

[dwclark]

Why did the moderators remove the names and addresses of the Chairman and CEO of BT, information which is freely available in the public domain and on BT's own website (http://globalservices.bt.com/CampaignDetailAction.do?Record=Biography_Ian_Livingston_campaign_all_en...= )? More censorship of the inconvenient truth? George Orwell wrote about this in 1948 - we've not come a long way since then.

[Seraphsailor]

<Link removed by Moderators as incorrect>

Have a go at using this. It seems to be for large business use; but in the same webspace the complaints link for smaller business doesn't offer any option to complain - so use the next best thing?