Changed to BT Basic / BT have charged me £135!

Leigh73

Hiya,

Just a quicky, otherwise I'll be stressing about this until until the early hours, and won't sleep...

I would really appreciate some help as to what to do next regarding the below -

Last June ('08), I moved into my flat, where i am now, needing to switch on the phone line that was already in the flat.

BT told me that it would cost me £125, as a 'connection charge' (as the previous occupants had been on cable apparently) :eek:

After finding solace on the MSE forum boards, I eventually got BT to agree to knocking off £95, and so they charged me £30 to get the BT line up and running.

Phone line was sorted end of last June, and all was well.

Except it wasn't.

My BT bills seemed to always keep creeping up.

November last year, I apply for BT's 'Basic' scheme, as I was on Income Support.

After many phone calls to them, on December 30th they finally confirm that I was now a 'BT Basic' customer, and that I'd only be paying the £4.50 a month line rental :T

I get an bill today (yesterday - 26th Jan), which comes in at £183.82

I was speechless last night, when I saw this online, as I expected around £30 of call charges from last month, plus the BT Basic line rental..

It looks like this -

Your BT bill
Bill for
Bill period: 25 Nov 2008-24 Jan 2009



Total now due
(inc VAT) £183.82
Usage charges £30.94
Your benefits
-£2.64
Rental charges £9.98
One-off charges £135.77
Credits -£0.73
Payment charges £10.50
Total now due
(inc VAT) £183.82


With the 'One off charges' being this -

Summary

£135.77

Account level 135.77
Total one-off charges £135.77

Account one-off charges
£135.77
Other one-off charges
Date Description
Cost (inc VAT) (£)
30 Dec Connection Charge Offer 18 mon(Term) £135.77
Total £135.77

So, obviously, this £135.77, they've just stuck on, as this was the amount (well, the £125, plus an extra tenner, and forgetting that I'd paid them £30 already!) that they were going to charge me for the 'reconnection charge'..

They didn't, but obviously the proviso was that I stay with them on their 'standard' (whatever it's called now) tariff for 18 months.

So, now that I've 'downgraded' to their BT Basic tariff, to save money, they've decided to just add on this whopping £135, without any warning!

I was fuming. This isn't just bad business practice, it's immoral.

I realise that, with hindsight, I should've left things as they were, and waited until the 18 months were up..

Have I got a leg to stand on?

Is this going to be a choice between paying this whopping big extra charge, and staying on the cheaper £4.50 monthly 'BT Basic' package, OR, hopefully negotiating with them on the phone tomorrow (can't wait..) and if they agree to waiver this charge, will this mean I'll lose the BT Basic and have to go back to paying £11 a month?

They've got me both ways.

BT are without a doubt, an embarrassment to this country, and that's putting it very mildly.

Any advice as to how I should approach BT, would be most appreciated.

I have a feeling that they're just going to read from the 'well, it's in the T&C's...you broke the contract' script..OK I accept that I've been dim, BUT, surely they should've reminded me of the 18 months tie - in / any extra charges back at Christmas, BEFORE, they changed me over to BT Basic...far from saving me money, it's cost me £135

So gutted, as I can't afford to pay this now.

Any ideas, other than emailing the CEO of BT?

Many Thanks

Regards

Leigh.

Leigh73

PS - This was from my bill last June '08, when BT had agreed to discount me £95..only to now add it back on, with extras..

Bill date 29 Jun 2008 Total £15.49
(inc VAT)

These are your total credits.
The charges include VAT.
Summary
-£95.00
Account level -95.00
Total credits -£95.00
Account credits
-£95.00
Miscellaneous credits
-£95.00
Date Description
Credit (inc VAT) (£)
25 Jun Connection Charge Offer 18 month Di -95.000
Total -95.000

Gutted.

G'night.

jhp

Leigh73.

Point out to them that in the terms for the special 29.99p connection 18 month contract you took out ,that it clearly states.

"Customers who qualify for BT Basic may migrate without fulfilling the remainder of their minimum period"

Leigh73

jhp wrote: »

Leigh73.

Point out to them that in the terms for the special 29.99p connection 18 month contract you took out ,that it clearly states.

"Customers who qualify for BT Basic may migrate without fulfilling the remainder of their minimum period"

Many Thanks for that jhp...this could be great news! *fingers crossed*

So, do you reckon that they are breaking their own T&C's suddenly charging me the reconnection fee of £135?

Also, where did you see this quoted?

Any ideas, guys, as to how I best sort this out with BT and not get ripped off by them?

I'm stressing about having to phone them later.

Reckon it's best, if I can't get anywhere with who I speak to, to 'escalate' the call to a supervisor?

I'm always polite, when phoning BT, even though they are frustrating, and I will still be this time, however they really are taking the mick with this bill.

Anyone with any experience of this? Any advice would be most appreciated.

Thanks,

Leigh

Quentin

Leigh73 wrote: »

So, do you reckon that they are breaking their own T&C's suddenly charging me the reconnection fee of £135?

Also, where did you see this quoted?

Any ideas, guys, as to how I best sort this out with BT and not get ripped off by them?

If phoning them stresses you, then don't.

In the circumstances you describe, you will be better disputing this bill in writing (and keeping a copy of your letter)

The conditions of the offer you took are here:

http://www.serviceview.bt.com/list/public/current/Notice08_boo/FrameworkImpl291574.htm#FrameworkImpl291574

Print that out now in case they remove it from their site (as the offer has now ended).

The condition that migrating to basic doesn't affect the offer is no. 5.

Point out in your letter that you understood from condition 5 that you would not face the charge they have now imposed, and ask them to remove it and send you a new bill.

Best to send your letter recorded delivery, so they cannot deny getting it.

Leigh73

Quentin wrote: »

If phoning them stresses you, then don't.

In the circumstances you describe, you will be better disputing this bill in writing (and keeping a copy of your letter)

The conditions of the offer you took are here:

http://www.serviceview.bt.com/list/public/current/Notice08_boo/FrameworkImpl291574.htm#FrameworkImpl291574

Print that out now in case they remove it from their site (as the offer has now ended).

The condition that migrating to basic doesn't affect the offer is no. 5.

Point out in your letter that you understood from condition 5 that you would not face the charge they have now imposed, and ask them to remove it and send you a new bill.

Best to send your letter recorded delivery, so they cannot deny getting it.

Many Thanks for this Quentin. It's a great relief to have this info to hand.

No printer to hand though! I've save the page from Bt's site to memory stick though, and will nip out, print it off, and get it fired off to them with a letter.

Any ideas regarding the best person / address to write to please?

I have in the meantime, emailed them a link to said page / complained, outlining what's happend from their site..just hoping they won't try and fob me off, and make out they haven't received it!

This is I think, one of those situations where it all depends on who you get at the other end

Thanks again,

Leigh.

Quentin

Leigh73 wrote: »

This is I think, one of those situations where it all depends on who you get at the other end.

Whoever deals with this cannot use your migration as the reason for this charge now being made!

There will be an address on your bill for billing queries - use that, as you will know the correct department will get it.

Leigh73

Quentin wrote: »

Whoever deals with this cannot use your migration as the reason for this charge now being made!

There will be an address on your bill for billing queries - use that, as you will know the correct department will get it.

Indeed Quentin, I just hope they are sensible and sympathetic about this!

I can not stand BT as an organisation! :eek:

Will find the address asap.

Many Thanks,

Leigh.

topherxp

Leigh73 wrote: »

Indeed Quentin, I just hope they are sensible and sympathetic about this!

I can not stand BT as an organisation! :eek:

Will find the address asap.

Many Thanks,

Leigh.

sensible and sympathetic, oh please. Just contact them and tell them you have been charged in error and refer them to the T&C's for the reduced connection charge offer.

MiserlyMartin

Sorry to hear of your overcharging problems from BT. They are indeed a shambles. I can't help much more than echo previous posts, dispute the bill in writing giving your clear reasons why (quote the offer) and send it recorded delivery.

If you phone them you will probably end up speaking to 10 different people usually in india, passed from pillar to post then cut off because nobody seems to know what you are talking about and how to handle the incorrect bill. Well this is my experience of BT customer services anyway. You will waste your time and stress yourself out by trying to talk to these morons, so channel your energy into a good letter instead. Good luck with it.

Leigh73

Thank You 'MiserlyMartin'.

BT are indeed a shambles!

Have wrote a letter..on it's way tomorrow.

Thanks again,

Leigh.