Can BT cut me off?

[Emu2005]

Don't know if this is the right area for this one....
To try and cut a long story short: Moved into my flat 2 months ago, tried to set up online billing to get cheaper bills but online account wasn't working. Rang BT about 8 times and was on hold each time for an hour, different story from each person, still couldn't access our account. Paid my first bill by debit card so we wouldn't be overdue, but I want the difference between this and the online dd cost refunded as I would have paid by online dd if I could.

I sent a complaint letter recorded delivery 6 weeks ago, raised 2 online complaints about wasting my time, not being able to access online billing etc and STILL haven't heard anything. I am so outraged they can get away with this - literally all I ever wanted to do was set up my online account and due to their idiocy I have had to ring in 8 times and waste my time, and I expect at least an apology and for my account to be fixed.

My question is - my bill is due again next month, if I haven't heard anything before then about setting up my online dd I will have to pay by debit card - If I don't pay it out of refusal because they haven't replied to my complaints, can they just cut me off? Do they have to contact me by law? I really don't want to be paying it by card, because then I imagine they'll never contact me. It makes me angry just thinking about the wasted hours of my time over something so small - but why should I have to pay higher bills because they are not letting me set up the dd?

[plowter]

There may be a good reason why they haven't accepted your details - wrong account number or clerical error. You need to clarify this and ask the obvious question - Why have you refused to accept my attempt to pay by DD? It's cheaper for the provider, so you're doing them a favour.

In the event of any dispute always keep a record. Date, time, who you spoke to, what was agreed and what you understood was to happen next.

Ask to escalate the call and demand to speak to a supervisor - that's part of the complaints process. When you speak to a supervisor ask for their full name and their job title.

You can check when that your recorded delivery letter was received by logging onto Royal Mail and entering the reference number. If you can demonstrate that it was received then you can ask why they haven't acted upon it.

You should then send a follow-up letter addressed to the Complaints Resolution Team (same address) by recorded delivery. Thereafter you can complain to OTELO.

[slave-plater]

eventually they can cut you off.....

[Emu2005]

There was no problem with our account number, we are completely at a loss as to why we couldn't access it online - and the 8 people we spoke to were as well. I did speak to a complaints team, they didn't help, were quite rude to me, and didn't even apologise for all the hassle I've had. I do have records of all the calls, but I have had enough of chasing them on this, I want to know if they have an obligation to ring me and speak to me before they cut me off - I'm not ringing any more or writing letters, I've already done more than enough and I refuse to waste any more of my time. I just want to know if someone will ring me before they cut me off, or will they just send letters and then cut me off? I really don't see why I should have to go through this, nor do I think it is acceptable that 6 weeks after they receive a complaint letter they have not acted. It makes me very angry thinking about the time I've wasted and the stress I've had, all just to set up a direct debit.