No response to my refund request (no landline or internet for over 6 weeks)

[#1]

Hi there,

I have made multiple requests for a refund of payments made in respect of the period 21st May 2018 to 4th July 2018, which is when I had no service at all from you.  I have closed my account because customer service before and during this period was consistently poor but, despite your operator telling my I was entitled to a full refund, you closed my account and billed me instead.

Can you action today please?  The period marks the day I reported the fault to the day it was fixed.

Sarah.

[#2]

Hi Sarah,

Thanks for getting in touch.

I can see that my colleague has updated the ticket on your account that relates to this here:

Could you please confirm whether you still have the ability to access this information using your username and password?

Best wishes,

Dave

[#3]

Thanks Dave,

Can you explain why the refund period doesn't match the 'no service' period though, which was a period of 45 days?  You have refunded for 29 days.  I'm pushing this because both the BT engineer and one of your colleagues told me I was entitled to a refund for the full period of non-service because the fault was due to underground cabling.

thanks,

Sarah.

[#4 · Accepted solution]

Hi Sarah.

From what I can see the refund isn't actually to cover the charges you've paid for the time your service was in fault, it's a pro-rata refund because your service left us during a billing month.

That said I'm sorry to see that we haven't issued you a downtime refund, so I've worked that out now and I've updated you via your account with more info on this.

Hope this helps.