Last time they tried to conveniently ignore one of two parts of the claim. This time this issue is marked as repeated and totally separate claim.

I expect to review on 07 July if there is no answer. Gave them my mobile and ensured they write it down.

“Never Ever Give Up”.

——01/07Received letter from BT

...where they try to 1) give me a lesson on how they bill (irrelevant), 2) confirm that they have warned me that charges may apply (like I didn’t know? question is to apply them honestly!), and 3) say “according to our records you’ve been charged correctly”. (which I still don’t approve cos there is no reason for it).

I just have to find a timeslot before 6PM one day soon to ring the guys and beat the stuffing out of them!

Battle continues.
——04/07Rang the buggers again

Got to that very guy who answered me and briefed him on what REALLY happened. He promised an investigation.

——08/07Received another letter

Confirmation letter from BT – investigation started with Fault Management Team. Waiting for results.

——26/07No response so far

There you go bastards. Pay up…

——18/08Rang them

They just repeated the same daft answer: “we believe you’ve been charged properly.” Well, I dare to disagree.
We’re escalating it to higher-up managers and I should receive a ring from them. Let’s see!

——19/08Callback from BT. Richard

Richard rang me first thing in the morning. I was driving, but he cleverly left his number. I rang him but he was on the ‘phone. And then he finally caught me on my mobile :)

Whew. Finally someone not deaf and with enough authority has really listened to my gruesome long story. He offered me a refund of £60, “as a goodwill gesture”, which I accepted. Thus they still have some payment (which I’d say is fair enough), and I am not charged outrageous money for the faults I did not make.

“I’ll refund £60 to your account straight away, Sir!”

Yesss! :)) About bloody time!
OK, so be it. Will now monitor the actual refund. The reminder about it is in the GTD system.

——24/08Follow-up call
Followed up by phone, because in the online billing I could not find any indication of refund coming through.

The money (not only £60 but £60+VAT = £70+!) are indeed in my BT account and will come through in next bill which is unfortunately 15 November. But then they will arrive in form of “Account in Credit” and will become retrievable to my current account.

TA-DA!

Result: £60 + VAT = £70.50 – expected to be available for withdrawal by mid-November (round 15th)