They have threatened to send the debt collectors round over a £20 bill that I have never recieved!
Here's the summary. Add to it at least 10 phonecalls since July, four of which occurred today.
"I am writing to complain that BT is harrassing me for payment of a bill on an account that I did not ask to be set up, for a product I could not use. I thought after receiving the refund detailed in the emails below, my account with BT had been completely closed. However on the 24th of October I recieved a letter from a debt collection agency for a bill for an account number different to the one I had on my online account, which showed I had paid all my bills. I rang both the debt collection agency and BT to ask what was going on, and was told by one of BT's customer service agents that another accoutn had been opened in my name when the line hat BT had misteakenly disconnected early was reconnected. I was also told during this phonecall that the outstanding amount was for the BT Broadband Talk product.
This is a complete joke as when BT reconnected my line I was told that the broadband could not be reconnected for a month. So then why was I paying for a broadband product I could not use and had abosolutely no way of using?
I need you to contact me as soon as possible to explain why there are two accounts in my name, why BT has sent me two cheques refunding for one account, and are threatening me with court action via debt collector for a lesser amount on each of the cheques you have sent me, for a product I did not ask for and had not way of using. Please can you clarify this issue because I wish resolve it quickly. I do not expect to be threatened with court action when I have already overpaid for you services and have tried on numerous occasions to resolve this issue to no avail.
>Dear Miss Jones,
Thank you for your e-mail dated 7/10/08 regarding the credit balance on your final bill.
As requested, I have arranged a cheque to be sent to your current address for the credit balance on your final bill amount £37.20. You will receive this cheque within 14 days to the current address mentioned in your last email.
If you have any further enquiries on your final bill amount or anything else please reply to me via email.
You will shortly receive a survey via e-mail asking you how I dealt with your enquiry today. I would love to hear you feedback to help me improve my customer service skills further and would appreciate if you could take a few minutes to complete the survey.
Thank you for contacting BT.
eContact Customer Service
British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no. 1800000. This electronic message contains information from British telecommunications plc which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email immediately.
Activity and use of the British Telecommunications plc email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes.
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Original Message Follows:
Thank you for your response.
My current address is:
Thank you for getting this sorted out for me.
2008/10/7 Residential Billing
> Dear Miss Jones,
> Thank you for your e-mail dated 06/10/08 about the final bill amount.
> I am sorry to know that the reconnection charges were wrongly applied on
> your final bill. I assure you that all the adjustments have been made on
> your account and the amount has already been refunded towards your account
> and as a result, there is a credit balance on your account of £37.20.
> I would request you to kindly send your current address to me so that I can
> send the refund cheque of £37.20 to you.
> Once again, I apologise Miss Jones, for the delay and the trouble you faced
> in getting this matter sorted out.
> If you have any further queries please do not hesitate to contact me again
> via e-mail.
> Thank you for contacting BT.
> Yours sincerely,
> Mudassir Mehboob
> eContact Customer Service
> Ref: 19048598
> British Telecommunications plc Registered office: 81 Newgate Street London
> EC1A 7AJ Registered in England no. 1800000. This electronic message contains
> information from British telecommunications plc which may be privileged or
> confidential. The information is intended to be for the use of the
> individual(s) or entity named above. If you are not the intended recipient
> be aware that any disclosure copying, distribution or use of the contents of
> this information is prohibited. If you have received this electronic message
> in error, please notify us by telephone or email immediately.
> Activity and use of the British Telecommunications plc email system is
> monitored to secure its effective operation and for other lawful business
> purposes. Communications using this system will also be monitored and may be
> recorded to secure effective operation and for other lawful business
> For BT's privacy and security policy for web and email usage, for pricing
> information, and for our terms and conditions, please visit www.bt.com.
> Original Message Follows:
> Feedback from: Miss Alexandra Jones (contact number 02380552343 )
> Telephone Number: 02380552343
> Account Number: ST67305603
> Email Address: firstname.lastname@example.org
> Customer Comments:
> Account number :ST67305603
> Telephone Number:02380552343
> I have received a final bill for this account. In June of this year, I rang
> up to say that my housemates and I would be leaving the house and so needed
> to cancel the account at the end of July. I was told that this would be fine
> and that the account would close on the last day of July.
> The account was closed on the last day of June. We needed the phone for the
> month of July, so I rang up and was told that the phone line would be turned
> on again for July and that as it was BT's error, we would not have to pay
> connection charges.
> However, connection charges were added to our bill which we refused to pay
> having been told that we did not have to.
> I paid a final bill, Bill number Q005 B& , Bill date 08 Jul 2008, Total
> now due ??94.39. I thought that that was the end of that.
> However you have got in contact with me again saying I owe you even more
> money. I spoke to someone on the phone last week, and they again said that
> we would not have to pay any connection charges only the line rental and
> calls for the month of July. Nevertheless the bill I received shows
> connection charges for up to October, and does not breakdown the call
> charges at all.
> I will not pay until I have seen a breakdown for the calls in July 2008,
> and I will not pay any connection charges or line rental other than line
> rental for July 2008.
> Reference Number: 081006-003235
> Preferred contact: No Preference
> BT Email Address:
> Account Holder: 56
> Alternative contact number: xxxxxxxxxxx
> Previously related enquiry: 67
> Existing BT customer:
> Offer reference:
> Enquiry relates to:
> Problem area:
> Problem start date:
> Order Number:
> Post code:
> Fault reference:
The details of your complaint have now been sent to our Complaints Team and an acknowledgement email will be sent to you shortly.
Your reference number: 081116-002366"
It turns out that the outstanding debt is for the call charges for July. I shall not be paying this until I have seen a copy of the bill, and BT will supposedly be calling off the debt collectors until I have a seen a copy of the bill. I think it stupid that they should be refunding me of there is money owing. Surely it makes sense to take what I owe from the refund?