british telecom bt charges

[loublou1971]

I had a fault on the telephone line, we knew it was outside the house (my hubby is an BT engineer and tested it but was unable to fix as he was working etc) we tested the line through their telephone system and eventually an engineer turned up the day after the line must of cleared it'self.
My problem is now i have been charged �99 + vat for what i know is BT's problem not mine. They are now going to cut us off if i do not pay this bill by the 11th dec. What upsets me also is that i have been told on more than one occasion i should never of been charged, that it should be credited, and this is by BT staff, but nothing seems to be done about it. They are still adiment. It does not help that they use an offshore telephone customer services who are unsympathetic and just read off the screens. I know i'm in credit by over �20 with them and why would i risk calling them out if we were not 100% sure that the problem is theres not ours.

Does anyone have any suggestions i must of spent over an hour on the phone with them so far. And i have also emailed them.

Thanks

[Emu2005]

God BT are such a bunch of b*stards!! I have prob been on the phone in total about 10 hours over the past couple of months, all to do with just setting up a dd.

Anyway if some people have said to you that you shouldn't be charged, I would ring again the customer services number (you'll probably have to hold for over an hour), then demand to speak to a manager. Don't bother with a complaints team - they don't exist and we just kept getting cut off. When I actually got a senior member of staff he sorted out my problem and arranged a credit for me.

I am still in the process of complaining about my wasted time, and the cost of the calls to their customer services number (�40 in total because I rang off my mobile) but if you can get them to remove the charge from your account that would be a start.

Good luck - I would suggest contacting their regulator OTELO about this, whether they credit you or not. If it comes to it I would pay the fee but then keep on at them to get it refunded.

I hate BT so much - they are the most useless excuse for a company, but unfortunately I have to be with them to get Sky!