Cable Forum - BT Issue

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I ordered BT Infinity on 23rd of June. I cancelled that order on the 24th of June.

Since then I have had nothing but problems. They've repeatedly failed to cancel my order, they almost sent an engineer out and so I phoned again and this time they said there was an error in cancellation and this time it's sorted. Fast forward and a £138 is taken out of my account, I phoned again and they said it wasn't properly cancelled. They told me to issue a direct debit indemnity against the amount which I did.

Now they're chasing me for the money. I phoned again and they now say I have to pay it despite never having the order activated or installed. I have paid it to avoid getting my credit history installed but I am at a loss on what to do now. They've stolen money from me effective under threat of ruining my credit record for a service they never installed where every error, aside from me making the initial order, has been at their end. Every phone call had led to no help at all.

Any advice?

That's terrible :(

A good example of why I want nothing to do with BT and was glad to get my FTTC and telephone from Sky.

I don't think you should have paid a disputed invoice. By doing so, it may be taken as an admission of your liability.

In any case I think your next stop is legal advice if you can get any without losing an arm or a leg. Otherwise it's CAB.

Of course we mustn't forget that if BT have now had your cash then where is your FTTC. Get them to install it. Failing that claim a refund from the CEO, whoever it is these days.

Yep, you shouldn't have paid it. You have the slimmest chance of getting it back now. CAB is your next stop to see by what means you can now pursue it.

Executive office or small claims court?

I paid it because I felt I had no choice. It would have meant debt collectors and a ruined credit history :-(

There are plenty of avenues open to you when a debt is in dispute, and you act from a position of strength when you still hold the money.

Doesnt it still count as a missed payment on your credit history?

They can't just trash your credit history for no reason. If they do put a black mark on you, you use your correspondence with them to prove to Experian or whoever that the record is faulty and should be amended.

Bah. Oh well. BT will find it hard to explain considering they never installed the service because it was cancelled. They do have a record of it because they mentioned they could see I cancelled it the day after.

Quote:

Originally Posted by Damien (Post 35605515)

Doesnt it still count as a missed payment on your credit history?

I find in practice, companies very rarely actually mark it on your history - it tends to happen only for persistent and serious missed payments. A disputed amount can be recorded on your credit history as such.

Someone from BT got in touch with me after I ranted on MoneySavingExpert. The first person didnt close the account properly and all that followed was computer systems going mad over the status of the account. It's been closed and a cheque for the outstanding amount sent to me :).

there is "paid under duress" so I dont think you in a no win situation at all. You cancelled within the cancellation period so this should turn right in the end.

why did you cancel?

Quote:

Originally Posted by Damien (Post 35606907)

Good to hear :)