RE Engineering 09 Ltd
The Challenge
In February 2018, RE Engineering 09 Ltd switched from a traditional analogue telephone system to the BT Cloud Phone hosted service. Unfortunately, in the build up to and during the switch over, BT did not manage the process effectively and RE Engineering were left without service for 3 weeks after their number ported. Furthermore, BT made erroneous billing charges for services not supplied, which RE Engineering disputed. This dispute remained unresolved for some months and resulted in the build up of a substantial debt which BT were pursuing vigorously. RE Engineering engaged Beyond Telecoms (BTC) in June 2018 to help them resolve the billing dispute, which was taking up valuable time and causing undue stress.
The Solution
BTC committed to bring clarity to the dispute and establish which charges were due and which were not. This work involved BTC carrying out the following tasks:
1. Reviewing the correspondence between BT and RE Engineering and the detailed notes taken by RE Engineering in their dealings with BT.
2. Reviewing BT bills covering multiple months and setting out full details of all charges made.
3. Setting out details of which charges should have been made (ie those which were valid).
4. Calculating the difference between 1.and 2. and querying this with BT. The work above established that BT had overcharged RE Engineering by over
£1000, spanning several months. BTC were successful in getting BT to recognise this fact and issue a corresponding credit to the client.
The Benefits
By working with BTC, RE Engineering’s overcharging issue was resolved and their overcharges credited back, without the need for them to have to spend more valuable time tackling BT about it.
Future Plans
At the moment, RE Engineering’s plans are to renew their telecoms contract, update their handsets & reduce their bills.
They will rely on BTC’s extensive knowledge and support during this process which has been demonstrated by the work BTC has carried out previously on their behalf.