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Last Updated: Friday, 23 November 2007, 12:03 GMT
BT customer's YouTube complaint
Patrick Askins
Patrick Askins spent months phoning the company

A BT customer has had a letter of apology and a refund after he resorted to putting a video of his complaints on an internet site.

Warwick resident Patrick Askins' troubles began when an extra 90 was added to his phone bill.

After six months of calling the company the problem was not resolved so he decided to give up and pay, but put a video recording his despair on YouTube.

Shortly afterwards the company apologised and refunded his bill.

He said: "After six months my son said, 'Dad, you have done everything you can'.

"So I phoned them up and told them I was giving in and paying the money."

But, he told them of a message he was leaving on the YouTube site.

The message said: "I have been a loyal BT customer for over 30 years and I don't find my experience a good example of BT demonstrating they are straightforward, trustworthy and helpful."

That was two weeks ago. Shortly afterwards he got a letter refunding all his costs and offering an apology.

He said: "All I wanted was an explanation and, in my case, confirmation I had paid my bill."

A spokesman for BT said the company was in the process of resolving the situation before the YouTube clip was posted.

"However, we apologise for not concluding our investigations into Mr Askins' enquiry more quickly."

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