Why can't our problems be resolved

[Stiltskin]

I am emailing because 18 months of telephoning has not resolved the problem, and I will have no option other than to go to the ombudsman as well as seek compensation through the courts if this cannot be resolved.

The current complaints reference is IMP - 124623690. The current position is I have been told that the refunds due to us of £716 and £415 are sitting on our account but need to be actioned. Please can this be done asap because we are being chased for outstanding bills which I am reluctant to pay whilst we are owed much more from you.

We were also told the bills would be changed to the £27 per month we originally signed up for and not the £80 per month we are currently being charged.

This whole saga has been 18 months of worrying and stress with you originally being unable to connect the broadband as it was being routed to another property. When this was finally sorted the contract was cancelled and a new one started for some reason and the terms of the original contract were not replicated in the replacement agreements.

Please please please get this resolved. We speak to people at BT who say our invoices are on hold until this is resolved and the a month later threaten to cut us off if they are not paid. We are promised continually that the refunds will be actioned on the next invoice but they are not. We are told the invoiced will be corrected to the original contract terms and they are not.

What do we have to do to get you to make these changes?

[jeffrey597doss]

Hello!

I am writing to urgently address the ongoing billing problems we've faced with BT over the past 18 months. Despite numerous calls, our refunds totaling £716 and £415 remain unprocessed, leaving us unable to settle outstanding bills. We were assured our monthly charges would revert to the agreed £27, yet we continue to be billed £80 per month. This situation has caused considerable stress and inconvenience, exacerbated by initial connection issues and contract discrepancies. Please expedite the refund processing and correct our invoices promptly to align with our original contract terms. Failure to resolve this promptly will leave us with no choice but to escalate our complaint to the ombudsman and seek legal action for compensation. I look forward to your immediate attention to this matter.

Best regards,

mary kay in touch

[AdamC]

Hi,

The community page is a public forum. Members of the community will not be able to assist with a billing issues.

If you can privately message me I will take the business details and assist.

Thank you

Adam

[Stiltskin]

Adam

I'm not sure how to privately message you, unless I have done so?

What information do you need from me

[Pro]

Hey, if you have an IMP then call the helpdesk and give them the IMP number, save yourself some pain and don't go into a massive explanation, it'll all be in the IMP, and the person you speak to won't care anyway.

Just hand over the IMP ref and say you want the IMP owner to contact you immediatelly. 

Every IMP has an owner, every owner has a manager, every manager has a CC manager. Escalate escalate escalate . If the IMP owner tries to fob you off, which they will, then escalate by literally saying 'I want this escalated'.

Eventually you will get a manager who knows what to do. Do not let them away with just giving you information, tell them they will be calling you back from now on. If not tell you want it escalated to their manager. Chances are you've been fobbed off constantly , because as soon the agent see it's an IMP they feel they don't have to deal with it, because IMPS have owners, and it won't be them, they will likely tell you to just wait until whatever's holding up the issue will be resolved during the course of the IMP. Do not fall for this. It's a tactic and will only seek to get you off the phone.

Escalation is the key to resolving everything with BT. No manager wants to deal with complaints, which is why the IMP process is in place, it is not there to help you, it is to appease ofcom and lose you in the system.

Once you are on to the IMP owner, or their manager, ask for ownership and get them to update you daily. Settle for nothing less.

[surveyuncle]

• Refunds Due: We have been informed that the refunds of £716 and £415 are pending on our account but have yet to be actioned. This delay is causing us significant distress as we are being pursued for outstanding bills, which we are reluctant to pay while we are owed a substantial amount by your company.

• Incorrect Billing: The monthly charges on our account are currently £80, whereas we had originally signed up for a £27 per month plan. We were assured that our billing would be corrected to reflect the original contract terms, but this has not happened.

• Contract Issues: The original broadband connection was misrouted to another property, leading to a cancellation and replacement of the contract. The terms of the new agreement have not matched those of the original contract.  MyKohlsCard

[AdamC]

Hi,

I am sorry to hear you are having these issues with the billing. Have you discussed this with our billing team here Contact Us | BT Business Contact Numbers | BT Business

Under the billing section you can "chat now" with our billing team and make sure this is all progressing as expected.

If you have any issues we can support.

Thank you

Adam