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BT refuse to reimburse man left for two weeks without internet

By Burton Mail  |  Posted: May 02, 2014

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A BURTON broadband customer has been left out of pocket after his service provider withdrew their goodwill gesture following a fault he reported.

Tim Mortlock was left without internet access for nearly two weeks after engineers were unable to locate a fault in the Stanton Road area of Stapenhill following a number of visits. He said he had to take unpaid time off work to be at his property while an inspection was carried out, leading to a loss of income.

Following a written complaint, he was offered a goodwill gesture of £60.14 by BT, which he rejected and instead sent an invoice detailing his costs, which included a loss of earnings as well as expenses for travelling to use the internet at his parent’s address. In total he asked to be reimbursed with £344.04. However BT responded saying that they do not feel the figure suggested is an accurate amount.

In a letter to Mr Mortlock, Byron Stewart, executive level of complaints said: “Whilst I appreciate the frustration and inconvenience that this has caused you I do not feel that your request for £344.40 is a reasonable amount to pay in compensation.

“I have looked through the invoice you sent and unfortunately the items listed are not things that we would offer payment for and I am sorry that I cannot agree to that amount.”

To add to his woes, the company have also withdrawn their original offer of £60.14, instead leaving Mr Mortlock to receive a nominal sum of less than £10.

The letter stated: “It is with regret that we were unable to resolve the situation and that you declined to accept our goodwill offer of £60.14. As this offer has now expired I have taken the liberty of applying the rebate that you are contractually entitled to for loss of service during this period.

“The amount of £8.19 has been applied to your account and will be visible on your next bill.”

When asked if he was planning to leave BT, Mr Mortlock said he was going to keep all his options open. He told the Mail: “You spend all day on the phone to them, and then they offer you £8.19. Then they have the cheek to advertise their services on television. It’s just not good enough.”

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