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Wallsend

Reference Library – England – Tyne and Wear – Wallsend

How we took up Wallsend customer’s dispute with BT

Having slow broadband – and then being charged for a repair when it was supposed to be free – prompted a reader to ask for my help.

Gail Smith, of Wallsend1, told me how BT were not exactly quick off the mark to put things right again. Gail said: “We had a call out from BT in April as our broadband speed was 0.4 instead of 4.

“The engineer replaced the router and WiFi box and said there would be no charge as it was BT at fault.

“Fast forward to now when I realised my direct debit for the last 2 months had been ?98 instead of ?38.50.

“I contacted BT and was told that the increase was for the call out charge of ?129.99 from April.

“When I queried this they admitted I should not have been charged and apologised.

“However they are refusing to credit my bank account with ?129.99 – they said it’s impossible to do and that they would simply credit my BT account.

“They also advised I could raise an indemnity for one of the ?98 payments via my bank – more hassle for me.”

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I passed Gail’s complaint to BT. They said: “Looks like this is now resolved.

The incorrect charge has been credited back to the BT account, the direct debit refunded and the monthly direct debit reduced back down to the original amount.”

The last word goes to Gail.

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She said: “Thank you very much for your help.

“I still don’t like it that debits can just be increased like that and then that I had hassle getting it back but, hey ho, what can you do?

Except get Mr Justice involved.”

I couldn’t have put it better myself.

References

  1. ^ Gail Smith, of Wallsend (www.chroniclelive.co.uk)