thank you so much for your advice! i'll keep you updated with the progress (if any will happen haha)

Thank you i'll do that!

I hope somebody can help us in our battle with BT! My husband and I placed an order for BT broadband by phone on 27th November 2010 . I paid £90 by card and was given two numbers to keep as a reference of this transaction and we received an email confirmation of our order. I have a bank statement showing this transaction and I also phoned my bank and received confirmation that the money had left our account on that day. We decided to choose a different provider and called BT a few days later to cancel our order, we received a full refund of the £90 on the 6th of December 2010 and we were reassured that our account with BT was closed and no future payments will be taken. We then received a bill through the post stating that we had received a refund on the 6th of December but on the 2nd of January we were to make another payment of £90. My husband phoned BT and asked that the payment be stopped as we did not owe any money!!!! On the 4th of January 2011, I noticed that a direct debit of £90 was taken by BT from our account. My husband called BT on the day and a lady said that she is really sorry for the mistake and a cheque for £90 will be sent to us by post, within the next 5 working days. By Monday 17th of January 2011 we still hadn’t received our cheque and my husband phoned BT and another person reassured him that the money will be refunded to us by bank transfer in the next 5 days. We asked if there were any other way to get the refund quicker and the person on the phone said she would call my husband on his work number later in the day but to no avail! On the 18th of January 2011 my husband called BT again and after long conversation with an advisor he requested a supervisor. He then spoke to person who informed him that BT doesn’t owe us any money as a refund was given on the 6th of December. For some reason BT has no longer any record of the transaction from the 27th of November so the money was taken back on the 4th of January. In fact we were told that BT doesn’t have any record of the order we have placed on 27th of November or any phone calls we have made before 17th of December (but we have ref. numbers of all the calls!!)?! We definitely paid £90 on the 27th of November and are finding it extremely appalling the way we are being treated!! I personally have spent over an hour on the phone with BT and I can’t count how many times my husband was forced to contact them to get our money back! We feel like we have spent £180 for the product we never had but only received half of the money as a refund. The phone adviser I personally was talking to was extremely patronising and I don’t appreciate the way she was talking to me. This situation cost us a lot of money (endless phone calls from our mobiles, only yesterday we have spent nearly 3 hours on the phone!) and a lot of stress. We know we are right and have the documents to prove it! I have posted a letter (and email) with official complain and attached copies of emails and our bank statement, now we are waiting for a reply from them. Has anybody had any similar situation with BT? Past few weeks are a real nightmare and just so stressful...