I am posting here as a last resort because months of calls and web chats have resulted in zero accountability, unfulfilled promises, and automated brush-offs.
Since June, an unauthorised Multi Play-ALL service has repeatedly appeared on my broadband bills:
Back in June, your team acknowledged this was an error and credited £104.76 to bring the balance to zero.
In July, the system recharged the exact same £101.49 service in advance, turning a legitimate £34.95 bill into an inflated £136.44.
In August, the service was cancelled, but the billing system issued an insulting one-day credit of £3.27 and slapped a £7.50 late fee onto the account.
Across August, I paid £86.98 in good faith (£40.99 and £45.99) to cover all valid broadband charges for July and August (£75.94 total).
In reality, my account is £11.04 in credit. Yet, I am receiving letters threatening to cut off my broadband service for an overdue balance that consists entirely of phantom charges.
Yesterday on web chat, an agent finally admitted the £7.50 late fee was an error and claimed a ticket was sent to the back-end team to wipe the £101.49 charge, quoting a turnaround of up to seven working days. They logged complaint C10003971691.
Today, I received an automated email stating the complaint will automatically close in seven days if they do not hear from me.
This is unacceptable customer care. Previous complaints have vanished into a black hole with no follow-up, and setting up an active dispute to auto-close before the back-end team has even looked at it is sharp practice.
I need a forum moderator or specialist team member to step in, take true ownership of this case, and ensure:
An immediate collections and disconnection hold is applied so my broadband remains active.
The manual credit for the £101.49 Multi Play charge and the £7.50 late fee waiver are actually executed.
Complaint C10003971691 remains open until written confirmation is provided showing the account sitting at its correct standing: £11.04 in credit.
If this cannot be handled properly, please issue a deadlock letter immediately so the entire paper trail can be submitted directly to the Communications Ombudsman.
