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Here's
the transcript of our conversation for your records
**** Did
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[09:52:56 AM]Hi, my name is Valerie Clelland. I
am reviewing your question.
[09:53:17 AM]Rajinder Nijjhar: Hi
[09:53:24 AM]Rajinder Nijjhar: Good morning
[09:54:00 AM]Valerie Clelland: Hi Rajinder , I can help with checking
your bill, firstly:
Can you please confirm the business address including post code and also your
mobile contact number ?
(You may receive a text tomorrow with a short customer service survey about
me and how you feel I have dealt with your chat today)
[09:54:43 AM]Rajinder Nijjhar: Bargain Travel, RG1 5RE 144, 07404069919
[09:55:03 AM]Valerie Clelland: Thanks, just loading
your details, it takes a minute or so please bear with me, I will
then help with your enquiry
[09:55:29 AM]Valerie Clelland: you have online billing, have you had a look
at the charges online?
[09:55:45 AM]Valerie Clelland: your recent bill is lower than previous bills
[09:56:59 AM]Rajinder Nijjhar: There was a credit. Has it been paid?
[09:57:07 AM]Valerie Clelland: this account bills line / broadband /microsoft office / online and protect / web hosting
[09:57:12 AM]Valerie Clelland: I will check the credit
[09:58:49 AM]Valerie Clelland: yes, you had a credit £195.84, part of this
has been used to clear your august bill of £90.55 and balance is £105.29
credit
[09:59:20 AM]Rajinder Nijjhar: But BT. is asking me to pay
[10:00:58 AM]Rajinder Nijjhar: They have forwarded the September Bill
[10:01:47 AM]Valerie Clelland: we havent issued a
September bill, the bill is dated 4 Aug, as noted earlier on chat, we
have cleared this august bill with part of the credit, we sent the bill
for info only
[10:02:10 AM]Rajinder Nijjhar: O.K.
[10:03:13 AM]Rajinder Nijjhar: Now, BT told me that they will issue a Final
Letter for me to take the complaint to Ombudsman. Can you check what is
happening and give me ref. Nos.?
[10:07:10 AM]Valerie Clelland: do you have the original complaint reference number ?
[10:07:33 AM]Rajinder Nijjhar: Can't remember
[10:08:15 AM]Rajinder Nijjhar: Can you please check emails sent to me to
resolve the issue.
[10:09:08 AM]Valerie Clelland: I will check through your notes etc
[10:09:23 AM]Rajinder Nijjhar: O.K. Many thanks
[10:09:38 AM]Valerie Clelland: no problem Rajinder
[10:10:01 AM]Rajinder Nijjhar: You are very helpful
[10:13:42 AM]Valerie Clelland: glad to hear it, your reference is
IMP-103449039
- is it Claire Johnson who was dealing?
[10:14:25 AM]Rajinder Nijjhar: Could you send me her emails again please?
[10:15:05 AM]Rajinder Nijjhar: Then, there was another gentleman who replied
too.
[10:16:17 AM]Valerie Clelland: OK, It was Claire's manager Steve, I am
going to email him now, please hold a bit longer for me
[10:16:36 AM]Rajinder Nijjhar: O.K.
[10:20:39 AM]Valerie Clelland: won't be much longer
[10:20:48 AM]Rajinder Nijjhar: o.k.
[10:22:54 AM]Valerie Clelland: I have issued the email and requested this
deadlock letter and also to contact you to update you
[10:23:12 AM]Valerie Clelland: sorry that you have not received this but I
have urged this for you now
[10:24:03 AM]Rajinder Nijjhar: Can you forward that email to me please? My
email is nijjhar@gmail.com
[10:25:09 AM]Valerie Clelland: sorry I cannot send
you a copy Rajinder, I will email you a copy of this chat though so you have
it for your records and the reference number of your complaint
[10:25:18 AM]Valerie Clelland: Can I do anything else for you just now?
Just to let you know, when we close the chat, I will e-mail you this
transcript for your records.
[10:25:41 AM]Rajinder Nijjhar: Wait
[10:25:50 AM]Valerie Clelland: ok
[10:26:48 AM]Rajinder Nijjhar: I am joining SSE Telephone services and after,
I leave Bt. can I still send the complaint to Ombudsman please?
[10:27:34 AM]Valerie Clelland: yes of course you can do that Rajinder
[10:27:41 AM]Valerie Clelland: there wont be a
problem
[10:27:56 AM]Rajinder Nijjhar: What is the contact for Ombudsman please?
[10:28:57 AM]Valerie Clelland: you are still in contract though to 8/9/18 for
the line and broadband so if you cancel you will be billed to that date plus
there is a 30 day notice period, you cannot
contact the ombudsman until you have received this letter, the details will
be on the letter
[10:30:34 AM]Rajinder Nijjhar: My contract started in August 19 and not this
reconstructed package after the mis-sale.
[10:33:38 AM]Valerie Clelland: reading the notes on this
[10:33:53 AM]Rajinder Nijjhar: thanks
[10:38:38 AM]Valerie Clelland: still checking
[10:38:51 AM]Rajinder Nijjhar: fine
[10:39:04 AM]Rajinder Nijjhar: God bless you.
[10:39:27 AM]Valerie Clelland: thanks and you too, you have noted that your
package started aug 19 -
did you mean 2016?
[10:40:13 AM]Rajinder Nijjhar: Yes. On 05/08/16, I had the chat with Claire
Ruscoe.
[10:41:00 AM]Rajinder Nijjhar: Then mess up started.
[10:41:37 AM]Valerie Clelland: it was a 2 year contract but it did not start until 8/9/16 - if you look back on bills, this was
when you started being billed from 8/9/16
[10:42:44 AM]Rajinder Nijjhar: But my lines were transferred on 19/08/16. How
come, the bill started from 08/09/16?
[10:43:44 AM]Rajinder Nijjhar: So, it was a mis-sale on 05/08/16 by Claire
Ruscoe.
[10:47:31 AM]Valerie Clelland: they were not transferred until 8/9/16 - there
must have been a delay, we did not start billing you until 8/9/16 so you
would be billed to 8/9/18 which is per your 2 year contract
[10:49:47 AM]Rajinder Nijjhar: But I was using BT lines from 19/08/16. Why my
bills didn't start from that date but after you re-set my account in
September, 16. It wasn't a free service from 19/08/16?
[10:51:59 AM]Valerie Clelland: if you transfer your service to another
company and receive your final bill, it will have charges to 8/9/18 - I
cannot stop that happening but if you quote this reference - ENQ5-0012792961
- we will credit the account with rental from 19/8/18-8/9/18
[10:53:06 AM]Rajinder Nijjhar: How much is the credit?
[10:55:41 AM]Valerie Clelland: it will be calculated at the time when you
contact us with the reference quoted, you are
billed £44 for broadband per month £21.20 for the line and £25.99 per
month for microsoft office so you will be credited
a portion of this
[10:56:31 AM]Rajinder Nijjhar: Can I have that credit?
[10:57:42 AM]Valerie Clelland: sorry I cant give
you it in advance of being billed this
[10:57:57 AM]Valerie Clelland: you will have to wait your final bill and
contact us at that stage
[10:58:32 AM]Rajinder Nijjhar: So, you cxan adjust
this credit in my final bill.
[11:01:54 AM]Valerie Clelland: you have not had a final bill Rajinder,
you need to contact your provider to transfer BT service to them, you
will then be issued with a final bill
[11:02:11 AM]Rajinder Nijjhar: Thanks for your time Valerie
[11:02:39 AM]Valerie Clelland: once you have it, you can contact us and we
will credit the rental from 19/8/18- 8/9/18
[11:03:13 AM]Rajinder Nijjhar: I did contact my SSE provider and BT was
notified on 27/07/18.
[11:04:15 AM]Valerie Clelland: ok, as soon as the orders have been closed to
transfer your service, a final bill will be issued shortly after. You can
then contact us regarding the rental charges
[11:05:00 AM]Rajinder Nijjhar: O.K. Valerie you have been very helpful
person. Many thanks.
[11:05:25 AM]Rajinder Nijjhar: Please send the chat to my email nijjhar@gmail.com
[11:09:56 AM]Valerie Clelland: glad to hear it, yes I will do that
[11:10:00 AM]Valerie Clelland: I appreciate you have experienced problems ,
however, I hope that I have been able to resolve matters for you. You
may receive a short survey tomorrow via text, if
you wouldn't mind filling in the short chat survey about ME and how I dealt
with your chat. If I don't score a 10, I would appreciate your
feedback for my own development. There will also be a part about BT on
the survey and you can leave your comments.
Have a lovely day, bye.
[11:10:40 AM]'Rajinder Nijjhar' disconnected ('Concluded by Agent').
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