I've just spent the last hour on the phone to BT and I'm red with rage.
This morning I received re-directed mail from BT containing a final demand for £84.39 but for the phone in our old flat. Which is strange considering we moved out in April and had received a final statement for the account and a refund of £16 for overpayment.
So I rang BT and spoke to a nice Mancunian woman who said they had obviously made a mistake and not turned the line off, but she needed to transfer me to someone else as it wasn't her department.
I was transferred to Fazila who said that not only had I not requested the line to be turned off but it was only installed on 10 April. Why would I have a line installed in a flat I was moving out off and that had a line in for the 3 years we'd been living there?
She said 'Well you did, it says so on my system'.
I explained again that I had requested it to be turned off and that I used to pay the bill by Direct Debit so obviously that had stopped otherwise there wouldn't have been a bill.
She countered with 'But there are calls on there. You are still using the phone'.
I, less than patiently, explained again that I haven't been living there since April, now have a new phone line with BT at my new address and that obviously the calls were being made by the new tenants. I asked to speak to her manager.
Five minutes later, Fezila is back and said 'We've decided to give the benefit of the doubt and won't be charging you the £10'.
I said 'What do you mean give me the benefit of the doubt? Its your mistake. Your colleague admitted it was your mistake. And its £84.39 , not £10' I asked once more to speak to her manager - she said I couldn't because she had already spoken to them on my behalf.
I said I was unhappy with this and could I take her name. 'Fezila' she said. Can I have your full name please I said. 'We only have first names' she said!
I then put through to the complaints department where I complained about having wasted so much time, Fezila making me feel like I was trying to defraud BT. Apparently all charges will now be dropped, they've apologised for the mistake and my feedback about Fezila's manner has been noted.
I now have a headache.