Home News Mr Justice

Crossed lines over BT deal

Oct 16 2011 Sunday Sun

A COMPLAINT we thought was resolved came back to haunt BT when I had to tackle them twice over the same customer.

Last month I told how BT demanded almost £600 from Colin Grey, of Byker, Newcastle, after he cancelled a contract for BT Vision.

At the time BT told me: “Just to advise, this case has been resolved and all charges have been removed.”

Great, a result! So I was angry when Colin had to ask for my help again.

He said: “We are now getting threatening letters from their solicitors for almost £100 and I don’t understand why as I thought it was resolved. I am waiting for a response from BT. Can you help with this again, please.”

Of course I can – and within seconds of hearing about it I asked BT what was going on.

I was told: “The extra charge was admin costs which were raised after the last refund. The case handler has removed the charges and apologised to Mr Grey.”

Let’s hope there are no more surprises in store.