@JohnS_99 wrote:
A long saga I will not go into here, suffice to say when I downloaded my bill (dated 25th March) on 26th March I found an incorrect charge entered on 20th March for £40.00. I rang to complain immediately but was told 'we cannot correct a bill - we can only give a goodwill credit. This is because you have taken too long to complain.' How can I complain about an item I do not know about until the bill arrives? How is 1 day too long a delay for a complaint to be accepted? What is wrong with BT accounts system that an error cannot be corrected? Unbelievable BT. !!
Don't accept BT's refusal to correct the bill. Immediately reiterate your complaint, emphasizing the incorrect charge and the impossibility of complaining before receiving the bill, highlighting the one-day delay. Escalate to a supervisor, follow BT's official complaints process, and familiarize yourself with Ofcom regulations. If BT remains unhelpful, consider escalating to the Communications Ombudsman. Their explanation about not being able to correct the bill is likely inaccurate or a tactic to avoid admitting their error.
