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BT ceased line in error nightmare

BT ceased my phone line in error (they have admitted it was an error) and I incurred disconnection and re-connection charges from my broadband supplier. Now BT are saying that they won't repay the charges that I incurred, and they even tried to charge me their own disconnection charge. Has anyone else had the same experience, or know how to get the money back?

One point to add is that throughout the nightmare of getting reconnected, BT put the pressure on me saying they could reconnect me quicker than my current supplier. They claimed they could reconnect me in 4 days rather than the 10 it would take anyone else. Xilo actually managed to reconnect me in 2 days. Now is that pressure selling? What is the bet that BT would not have disconnected me in the first place if I had broadband from them.
 
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In this case you need to be patient and follow the official complaints procedure through to an ADR, which could take about 8 weeks from the start of your issue. We explain this more here.

http://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php

If it really was in error then you should eventually get your money back, although this process could be complicated if your ISP wasn't BT itself (i.e. your contract would be with the ISP and not BT).

In that situation your ISP is in a difficult position because it's not their fault either, though in similar cases we know that the customer usually tries to get a refund from the ISP and then the ISP must separately try to get a refund from BTOpenreach.
 
Or you could e-mail the CEO of BT Ian Livingston , may be quicker getting any refund ,The thing is with BT they may try and apply a credit to your BT account for the amount that you are out of pocket, of course that way the money stays in their bank account earning interest
 
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Complain to BT, you're not the first person to suffer in the hands of BT and with some gentle persuasion, they will finally give in.

We've seen this a few times over the years and BT do offer to compensate the user when this occurs and cover all costs including a fast track.

If they refuse to deal with this and you've followed their complaints process, raise this to their ADR and without a doubt, they'll side with you as it is BT's mistake, not yours.

Matt
 
This isn't the first time, I have a friend who was disconnected a couple of weeks after he joined BT. He had not been there long enough to receive a bill, and it was in error. They still got nasty with him, and wanted fees paid!

I would start an official complaint, give them 8 weeks to resolve the matter, If they fail or you do not hear anything back, go to the ombudsman service. It worked for me with a different ISP recently.
 
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