BT are officially Not Very Good. What do we do about it?

[SpringySunshine]

We pay BT via direct debit. This month, they took the money out on the right day. Then proceeded to try to take the money out again, later that day. There wasn't enough money in the account by that point, so it was rejected. They tried again the week later when there was more money in the account & took the direct debit again.

Then, for some reason only known to them, a few days later they took the money for the same bill. Again. This all led to there not being enough money in the bank account for other bills (although there should have been!) & has cost us almost £300 in bank charges & excess billing.

Of course we're going to complain to BT, but I was wondering what we should ask them to do about it? Is it all their responsibility? I know that there's a lot of dispute about 'reasonable' bank charges, which may not help matters...

Anyone got any ideas? Thanks

BT and direct debits are a dirty combination here too. Last summer they tried to add an instalation charge which tripled our bill, and of course wiped us out. IIRC, they have broken the direct debit guarantee, and so they should be refunding the extra pronto, plus if you speajk to your bank there is a form you can fill into re-claim all he charges incurred as a consequence of their cock-up.

Good luck. be persistant with them, and you should end up with someone in the uk, rather than India

What do you mean an installation charge? We also got charged for a 'reconnection fee' because the line had been disconnected when the last tenant moved out. We decided we'd pay the £150 & just not moan about it (even though it wasn't like we'd been cut off for not paying our bill or anything), but it was a bit annoying. Is that what you mean?

& thanks for the information about the bank forms, etc. I shall chase it up

Not a clue. Not been disconnected, or had to rpot a fault. entirely fictional. we'd been here a year by then.

Gosh, how strange. So much for a big company with a great reputation