I recently decided to upgrade my mobile. During the process I found out I had 2 broadband accounts and that I had been paying both BT and EE since Feb 23. When they gave me the new router they had failed to cancel the other one. Several agents told me I would receive a refund of the charges from BT, which one calculated as being over £900. I escalated my complaint and was today offered just over £300, and told policy states they can only refund 6months worth. Obviously I told them I wanted all of it. I explained that I had been told by their agents I would get a full refund. Sadly, the complaints executive was not interested. I have since seen similar stories from other people.
I will be taking this matter further via the ombudsman and Watchdog. I wonder if anyone else has been forced to explore these avenues?
