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BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 6:54 pm
by 1965freeman
Got sent this on my last BT bill:


Billing: One-off charges
Bill number xxxxx
Bill date 27 Oct 2009 Amount £50.54
(inc VAT)


These are the totals for your one-off charges.
The charges include VAT.
Summary

£11.50

Account level 0.00
xxxxxxxxxx 11.50
Total one-off charges £11.50


Account one-off charges £0.00
xxxx xxxxxx one-off charges £11.50
Other one-off charges £11.50
Date Description
Cost (inc VAT) (£)
28 Sep Initiation charges for Route to Credit Control 0.00
02 Oct Termination charge for Route to Credit Control 11.50
Total £11.50

What the hell is a 'Termination charge for Route to Credit Control'?

So I sent this, via their customer query email thingy...

Title: Mr (you HAVE to fill in this box with something from a drop-down list)
First name: xxxxxxx:
Last name: of the xxxxx family
Please enter the details of your query: NOTICE of INTENT
Notice to Principal is notice to agent; Notice to agent is notice to principal.
You appear to be trying to charge me a total of some £18.50 for various 'late payment' processes.
You will provide me, within 7 days, of documentary proof that these charges accurately represent the ACTUAL COSTS incurred by BT in the processing of this account.
Failure to do so will be taken as absolute and total agreement that these charges are wholly punitive in nature, and, as such, are unfair and unenforceable.
Should BT then fail to remove them from the account, further action will be taken against the individuals responsible.


Got this back the next day:

I tried calling you this afternoon at 16:25 hrs on xxxx xxxxxx(landline) and xxxxx xxxxxx(mobile) but I missed you.

As requested, I have removed the Late Payment Charge and the Reconnection charge from your account. I have arranged to remove £19.00 from your account.

I can see that you are being charged £4.50 every quarter for your account not registered for an automatic payment method like Direct Debit. You can still save money by registering for Direct Debit payments and you can make an annual saving of £18.00. In addition to this, if you choose to receive bills only online (Paper-free billing) you get a further discount of £1.25 every month. Currently your account is registered to receive both online and paper bills and you are missing out on the £1.25 discount. To register for Paper-free billing, please visit http://www.bt.com/paperfree

(Note: Paper-free discount is applicable only if the account is registered for Direct Debit).

Please accept my apology for any inconvenience caused to you by BT.

Please let me know if I can help with anything else.

If you are satisfied with my response to your complaint and would like to provide some feedback on this, instead of replying to my email, I request you to complete the customer survey that will be sent to you shortly. Your feedback will be sent to my manager and it will help in my development as a customer service advisor.

Thank you for contacting BT.

Yours sincerely,

Chris Joseph
Digital Care Advisor




Bless their cotton socks! One email, instant success - if only everything else was so easy eh?

Andrew:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:07 pm
by treeman
Nice one Andrew, small victories inspire us all to keep challanging and questioning, well done m8.

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:09 pm
by oddball
Congrts mate, nice result

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:14 pm
by jonboy
Nice 1 :yes: Shittish Telecom are usually a much bigger pain than that. That "saving" of £4.50 by going direct debit, would go up in smoke, as soon as you go DD the bills go sky high, it's like you give them the licence to print money. They keep it within the realms of realism when there is a chance you won't pay (standard billing). Keep up the good work. :kiss:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:18 pm
by BaldBeardyDude
:sun: :yes: :yes: :yes:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:27 pm
by Jim
Hee hee. Result :yes:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 7:43 pm
by Travels
Good lad :) It's a buzz when they grovel like that, the poor wee things :wink:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 9:00 pm
by IamallthatIam
yay !!! well done Andrew !!!! Bout time BT were brought down a peg or too !!!! :grin:

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 9:22 pm
by kevin
Question everything, good result

Re: BT late payment charges SUCCESS!

PostPosted: Tue Nov 17, 2009 9:30 pm
by huntingross
Good news comes in so many shapes and sizes......tick V.G.