Why Can’t BT Get My Payments For Broadband Right?
I have had to write yet another complaint to BT, this time they can’t seem to get my direct debit payments correct on the monthly payment plan for my BT Total Broadband option 3. It was messed up when I moved flat and now it’s messed up again since they changed me over to a cheaper monthly rate of £15.99 a month in exchange for starting another 12 months contract. Well I thought it was £15.99 a month, well BT are now trying to charge me £34 a month and I can’t change it without complaining yet again.
Here is my latest complaint to BT – I will update with the resolution:
“I have been paying my broadband bill using monthly payments for around 1 year now, yet BT don’t seem capable to get this right and I’ve had to sort numerous problem out because of this.
My broadband payments were reduced before Christmas 2008 with a special offer to pay JUST £15.99 A MONTH instead of £24.99 a month for my BT Total Broadband Option 3 in exchange for starting a new 12 month contract. I RARELY USE BROADBAND TALK AND MY CHARGES FOR THIS ARE ALMOST NIL!
For the last few months I have been paying £19 as the previous bill was higher than it should be because the reduced rate wasn’t taken into account and I was told I’d be credited this back on my recent bill.
My next bill has been calculated to £66.79 and I don’t know why it’s so high when I’ve been paying £19 for sometime when my bill is meant to be only £15.99 a month and my broadband talk bill is hardly anything? PLEASE CHECK THIS?
THE BIG PROBLEM:
I have also gone into my bill and found that my payment has been increased WITHOUT MY CONSENT TO £34 A MONTH – MY BROADBAND RENTAL IS £15.99 A MONTH! WHAT IS GOING ON and WHY HASN’T BT TOLD ME ABOUT THIS? WHY CAN’T I SET THE AMOUNT TO A REASONABLE FIGURE? For some reason I’m supposed now to make a one off payment too? THIS IS TOTALLY WRONG AND I DEMAND IT’S SORTED OUT IMMEDIATELY!
Do I have to stop my direct debit with BT as it certainly seems BT can’t be trusted with my bank details? If I do I refuse cancel direct debit because of BT mistakes, I refuse to pay the extra cost for paying my bill in other ways.
I REFUSE TO PAY £34 A MONTH WHEN MY RENTAL IS £15.99 A MONTH – THIS IS WRONG! IF BT TAKE THIS MONEY IT’S AGAINST MY WISHES AND IT’S MORE THAN TWICE THE AGREED AMOUNT! I WOULD COMPLAIN TO MY BANK UNDER THE DIRECT DEBIT GUARANTEE AND CLAW THE PAYMENT BACK!
Please sort this out immediately as I’ve had enough of writing complaints to BT – nothing ever gets done right the first time with BT.”
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Comments:
Comment from admin
Time February 23, 2009 at 9:39 am 
It all stems form my move back in July 2008 as they haven’t transferred over my balance and payments, leaving me in arrears on my new account. This is disgusting – see http://www.paranormal-marketing.com/2008/07/24/btmovenightmare/ for numerous problems moving with BT and now 8 months of BT mistakes so far.
Comment from admin
Time February 23, 2009 at 9:47 am
BT are now sending me a £36.23 as a credit on my previous bill at my old address that they said they’d transfer at the time – it’s silly, but they can’t transfer it now. This explains all the confusion, but it’s yet another mistake that’s stemmed back to my move back in July 2008, see link in above comment for long list of BT mistakes.
Comment from admin
Time February 23, 2009 at 2:10 pm
Called BT again to ensure they were sending it to my new address, just as well I did as my billing was still open on the old account and nothing was going to be sent. I now hope I finally get the rebate to pay my new arrears. I don’t actually owe any arrears, it’s entirely BT and their repeated mistakes after my move in July 2008 – see the link a couple of comments above for full details. It’s silly that BT couldn’t transfer it as they promised back in July 2008 and they shouldn’t have said that they could.
PS: I wouldn’t have written this separately to the other post about moving with BT, but until investigated I didn’t realise the problem was related
Comment from admin
Time March 5, 2009 at 6:57 am
BT STILL HAVEN’T EVEN ARRANGED SENDING THE MONEY THEY OWE ME – I called again and still not done.
BT ARE STILL DEMANDING MORE THAN DOUBLE MY BROADBAND COST WHEN I’M NOT IN ARREARS!
BT ARE REFUSING TO REPLY TO ANY COMPLAINTS WHAT-SO-EVER!
All still because of moving back in July 2008 and it’s now March 2009. Will call BT yet again tomorrow and unless it’s sorted I will be forced to cancel my direct debit payment and pay what I do owe them, not more than double as they insist when I’ve paid the correct amount every single month for my broadband. I risk being cut off for non payment then WHEN I WILL OWE NOTHING!
I am now very close to leaving BT for another provider as it’s literally IMPOSSIBLE for them to sort out a simple move as they have certainly proved over 8 months of HELL! They are also providing a dire extremely slow service as they are overloaded – see http://www.paranormal-marketing.com/2008/10/29/bt_overloaded for more details.
I am entitled now to leave BT without owing anything legally as BT are in clear breach of their contract NO MYSELF! They are pushing to into this corner even though I always pay my bills and always have, but I’m not paying BT what I DON’T OWE THEM – it’s not on. As they won’t reply to a single complaint now, I don’t see what other option I have. It’s disgusting in every way.
Comment from admin
Time March 5, 2009 at 8:59 am
I have written another complaint threatening legal action as BT have breached their contract and I want compensation. They have refused to respond to my last 2 previous complaints.
Comment from admin
Time March 11, 2009 at 8:58 am
BT still ignoring all my complaints, having a last attempt today to get BT to sort it out as I’m not paying more than double for my broadband when I don’t owe it. I will have to cancel my bank and pay them what I really owe. Not getting anywhere.
Comment from admin
Time March 13, 2009 at 5:27 pm
Finally go a cheque back from BT, but they have spelt my name wrong and I’ve confirmed it will bounce. They can’t even get this right. Told I have to sent this cheque back at my expense with a letter and wait another 2 weeks for my money which should have been transferred to my recent account in July 2008.
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Comment from admin
Time February 23, 2009 at 8:23 am
The agreement with BT was to pay £15.99 a month for my 12 month contract to be renewed, yet the bill works out that I’m paying about £19.99 a month. That’s NOT what was agreed in the deal! What are BT playing at? This is disgusting.