Bt wants to refer me to collectors...

[ThreeDee]

...for something i don't owe them...

 

A little preamble to the story: About two months ago my phone was "restricted", which means i couldn't dial in or out (even to BT's own services), but since i used the line only for broadband i didn't mind it too much and thought bt will sort themselves out eventually. Just in case i have dropped a line via BTs customer service emailing system (which is rubbish, really), to which i got a reply that restriction is something of bt's mess-up, i should ignore it and it will right itself out, and that i have all the bills paid, etc, etc. I didn't think much of it, because at the time i thought i had a DD with BT (i didn't) and they are happy to take their wonga as soon as they can, so no billing issues would be raised... oh how mistaken i was...

 

The main story goes like this:

 

This was a nightmare "home move". I had two of those in past 3 years, and not a single one went through according to plan.

 

But this latest one ... it just tops the cake.....

 

I have moved home about half a year ago (end of may '09), ordered "home move", canceled my net (wasn't BTs). Move into my new place, need to get phone net ASAP - can't, they want 120 quid for "line reconnection", although line is there and was operational (granted about 5 years ago, multiple lines (at least 4), office space converted to residential). So i dig deep and discover that there is an option of getting into 18mth contract while avoiding 120 quid charge for "line activation" (or whatever they call that)... So i figured i'll need phone line for broadband anyway so i can as well take the contract. I bite.

 

Installation goes ok, late but ok (they messed up their own appearance dates, big surprise). I have a phone, order broadband, get that done. Good. Now to wait for a bill to see if the b*****ds charged me 120 quid...

 

Bill doesn't arrive for 6 months, after which time i get a test message from O2 (my broadband provider) that they got a notification from BT that my line will be ceased shortly, which means BT disconnects me. No notices came though my door, no, only through O2 i learned that BT is messing something up...

 

I call O2, they confirm the message. O2 say they will put my account on hold for me not to lose the connection fee, that day i lose internet. (^&*$#&*#$^&*#^&**$&^%^@$$#^&*$#^)

 

I call BT, jump though countless hoops, as i'm sure all of us did eventually, to get to human. Finally i get to one, and he tells me i owe half a years money to them, to which i reply i haven't got any bills.(Note: i didnt dispute any charges at that point, knew i used a service which needed to be paid, even though i got no bills) Of course i get a telling that they send all the bills etc etc... So, having a hunch, i ask "WHERE did you sent the bills"... They tell me MY OLD ADDRESS.

So, i ask "what is my current address in your system?" to which they reply with correct answer, it was actually my current address. To which i say "then why the **** you sent my bills to my OLD address ? I'm not there for the last half a year"... To which they profusely apologise etc etc...

 

So, all that behind, "lets sort that out" i say. "I want to pay my outstanding bills" (which i ask an amount of, which is something like 103 pounds). I pay it there and then on the phone with my card.

 

Then i ask to get reconnected NOW, because i need internet to run my family business. They promise me the line will be reconnected the same day, latest at 6pm. Call ends. Of course that doesn't materialize.

 

I call next day i have to go through most of the same (above) AGAIN... I discuss billing issues, tell them that i want my last half a year bills to be resent to my current-current address for my records. I am promised that and a reconnection the NEXT DAY, latest at 6pm. End call. Reconnection "next day" doesn't materialize...

 

Call some other day (i sincerely regret not taking precise notes as to when and for how long calls were made, what was resolved, etc)... And was told the reconnection will not take place till a week after... Then i lose my s**t completely. But cannot do anything. Get transferred to complaints dept (subcontractors that do connection ? Openreach ?) where i can hear in the guys voice so much "i dont give a damn" i hang up. I've nearly broken down with tears out of helplessness... The sheer level of incompetence and indifference just did my head in, i never before in my life experienced anything like this (i'm lucky i've never been had like this by banks or other big corporations before)...

 

So, bill time rolls around, i get ONE (instead of promised last half a year). Which wants me to pay something stupid like 160 quid... Whaaa????

 

I call again. Tell the whole story, demand "reconnection" charges removed, which they admit being wrong, and tell me to only pay 42 pounds (??? have to figure that one out, advance payment for 3 months ahead ?). I go and pay (post office.)... Thought it was done and dusted... Not to be....

*ADDITON* They refused to send me corrected bill (without 120 pounds for "reconnection") for some reason...

 

The eve of the bloody NEW YEAR i get a letter.

"DEBT RECOVERY NOTICE OF INTENTION".

Letter dated 23rd dec 2009.

I think "oh ffs"...(refer to net slang dictionary for that)

 

"Immediate payment is now due for the outstanding amount of 63.33 which relates to the above account. Failure to make payment will result in your debt being referred to an external debt collection agency to collect payment on behalf of BT. If we have to instruct a debt collection agency to collect payment on our behalf, you will have to pay (some of) the costs we incur. YOUR DETAILS WILL ALSO BE PASSED TO AN EXTERNAL CREDIT REFERENCING AGENCY WHICH WILL RESULT IN YOUR CREDIT RATING BEING AFFECTED." Followed by threat to pay within three days of this letter (received or posted ????)...

Letter is "signed" by Renu Sharma, "Debt Recovery Team"...

 

I'm at a loss what to do. Calling BT at this point seems so pointless due to their inability to grasp a concept of checking their records/notes to resolve problems. I don't want BT's dimwits messing up my good credit rating.... What i'm to do ? Any advice is very welcome...

 

Anyone know how i contact BT corporate customer service (or someone who can actually help sort this mess out).....

 

Billing was messed up from the moment i started using BT (~5 years ago), they got my address wrong multiple times, once they even insisted that i'm not who i pretend to be (moved into a house whos tennants had outstanding bills)

 

Please, help, someone? Please ?

 

*Disclaimer* I may have inadvertently left some stuff out, due to me not taking everything down (just some records...)... Corrections/additions may follow, but the main point of the story is correct...as is everything in this post (as i remember it)..

[buzby]

Your back-story is too long for them to appreciate, so it needs to be summaries to get them to understand it. You need to stop the DCA's so you need to advise them that you are currently in dispute with BT over several issues, and to refer the matter back to their clients to resolve. Until then, you won't be dealing with any third party.

 

You need to WRITE, and it will be escalated - the trouble is you're only dealing by phone, and as we all know, talk is cheap. Your letter needs to include the following; (A) Precis of the initial problem and dates, (b) The follow through where you bullet point their errors. © You next list what you require them to do to resolve the issue, starting with pulling the file back from the DCA, and an assurance that they will undertake to do this within 28 days. as if they don't, you'll raise a formal complaint with Otello.

 

That's usually enough to get the ball rolling, and the best advice is NOT to deal by phone, as your conversations cannot be substantiated by you at a later date.

[ThreeDee]

There's a wee problem - i dont have any records on calls i made except one, in which i have asked to reactivate my phone line and been issued a dispute number. Also i was promised that next bill would be in march (arrived way before then, 160 pounds, and to only pay 42 pounds of this bill).

 

I have emails to bt about "restriction" of my line, before s**t hit the fan.

I have date indications by o2 messages (timeline, not directly relevant probably...)

 

Where do i send initial complaint ? Any addresses ? I'm so green in this, if i'd be greener i'd be broccoli.

 

Found address in Durham, which is on my "collections" letter, but i have a hunch it is useless to deal with them. I probably need to write to HQ of bt...

 

#Edit1# Where do i post to stop "sending to collections" thing happening ? Your DCA link doesn't seem to work. Also, letter is dated 23rd dec, delivered on 31st dec, ultimatum set at 3 days. 3 days from me receiving or them posting (in which case i may already be refered to collections)? I so dont want to get my credit messed up like this....

 

#Edit2# Ah, disregard "DCA link not working" thing, sorted...

Edited January 2, 2010 by ThreeDee

[buzby]

Durham IS BT. There's no point writing to HQ until you have exhausted the conventional track. This is because you need to keep this 'free' as a final resrt, as if everyone writes there on their first letter, it gets cluttered and eveyone suffers.

 

In the absence of precise datges, you'll be at a slight disadvantage, as they'll be able to provie full chapter and verse to any formal enquiry). But do the best you can.