I am a volunteer at our local University of the Third Age (U3A) and am having a ridiculous battle to get BT to refund more than £572 we have paid for another organisation’s phone line.
In 2013 a colleague entered into a contract with BT to supply broadband at £34.90 a month, paid by direct debit. Over 18 months – during which time we were never invoiced for the correct amount, and sometimes for three times the contracted figure – we would ring up to complain and were assured it would be sorted out. But it wasn’t.
In July 2013 we wrote to Sir Michael Rake (chairman) and Gavin Patterson (chief executive) at BT, setting out the full saga, but no reply from either.
In July 2014 I became involved in the dispute and, to cut a very long story short, BT has now admitted we have been paying for another organisation’s two phone lines – a completely unconnected community association based near Telford.
I was again assured it would be resolved and the money refunded within three weeks. But, yet again, nothing has happened. The company seems unwilling, or unable, to make the refund and my next move is the small claims court.
The last time I called BT, I overheard a call centre worker going through the same procedure of “Do you recognise this number?” with another caller, suggesting we are not alone in being charged for someone else’s line. Can you help get us back our £572? DB, Biddulph, Staffordshire
Just when we think BT is getting its act together and improving, along comes another letter like this. Your organisation’s treatment has been shockingly bad – even by the low standards exposed in this column. How could 18 months pass without anyone at the firm getting to the bottom of it?
Happily, we persuaded BT to take the matter seriously and, after a further wait, it has agreed to pay back the £570 your organisation is owed.
It has also added a further £60 – which to us doesn’t come close to reflecting the hours you and other volunteers have put in trying to sort this out. BT has apologised “for the poor service received”.
Others who run similar bodies and take BT services should probably check to make sure their bills are correct and that they are not paying another’s by accident.
It’s time for people like you to be able to charge the likes of BT for the time spent dealing with such matters – at, say, £10 an hour.
The prospect of having to pay a significant bill might encourage firms to deal with such matters rather more quickly.
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