Did you sign up for a BT contract last April?

elektra

elektra wrote: »

Dear BT Support

I have already logged the details with BT as detailed on post 11 of this thread http://forums.moneysavingexpert.com/showthread.html?t=1359885. I will await the outcome - did not receive new bill ( I don't think your system works like that) so will await next quarter bill.

It would be helpful however to all here if you could clarify how the renewals and credits of these contracts are supposed to work and how they are actually working in practice.

So can you clarify how the renewals are supposed to work ?

BT_company_representative

Hi Electra!

This is how the renewal process works: we contact customers who are due for the renewal of a Calling Plan contract via letter one month before the end of their term. A customer can then call in at any time before the renewal date to cancel so that they don't automatically roll over to the next contract period. Customers don't have to wait until the last day of the contract to cancel the renewable offer. Renewals are set up automatically and we will investigate thoroughly any case where customers feel this process has not been followed. So if you do have a problem with your account please send us your details via PM so that we can look into individual cases.

Regards

Anne

BT Support

elektra

Anne

Thank you for your reply. I will await the next bill to see if it has straightened itself out, however as this will also include a price rise it's likely to be complicated again.

If next bill is incorrect I will PM you the details.

Thanks

Colin_London

Just to keep everyone informed of the outcome of this. Anne from BT has advised us that there has been a system problem affecting a small number of customers meaning that a renewal notice was not sent out.

The result is that we are still on the original deal (at no extra cost), and we will be contacted in due course with a new date if we wish to renew for another 12 months (I am guessing this might be on the next billing date). It isn't clear if we are currently in a contract at the moment however.

Thanks to Anne for chasing down the issue. Hopefully BT can isolate the system problem to ensure that it doesn't affect others in future.

We will of course be checking the next bill carefully to ensure that there are no extra charges for being on 'Evenings & Weekends'.

Beancounter

elektra wrote: »

Had the automatically renew letter on 11th March, contract originally started on 25th March. However last bill received 12th does not include the credits ( as if no longer on the plan 'free if on 12 mth contract').

We received our 9th bill since signing up for this deal and this bill received credits for months 9-12. Pretty ridiculous in my opinion as it means I am going to notice the difference in the remaining bills. They seem to do this with broadband as well. Surely 1 credit per month would make it less confusing for the customer. Or do they want to confuse the customer deliberatly?

Beancounter

I am on this contract until August but fancy the Sky deal with free line rental with the HD package. Can anyone confirm what BT will charge me to leave, will it be the £50 charge PLUS the remaining line rental?

Also, as my BB contract runs till February, could I keep BT BB with Sky line rental?

elektra

Beancounter wrote: »

We received our 9th bill since signing up for this deal and this bill received credits for months 9-12. Pretty ridiculous in my opinion as it means I am going to notice the difference in the remaining bills. They seem to do this with broadband as well. Surely 1 credit per month would make it less confusing for the customer. Or do they want to confuse the customer deliberatly?

One would hope not but given that they changed the billing date for no apparent benefit - it would seem so. Can you imagine people sitting in a meeting brainstorming ideas to make the bills more confusing. That would be bizarre.

BT_company_representative

Hey Beancounter,

Yeah no worries, I can look into what you would be charged, it can vary depending on contract terms etc.

If you want I can lend a hand if you decide to move any part of your service? Send me a PM anytime with your telephone and account number and I can sort it all out for you.

Cheers

Craig
BT Support

Surfer

I logged into the website and contacted BT via email, hence it was in writing, that I had no wish to renew my contract with them. I even had someone from Mumbai or wherever phone to confirm this with me verbally, however despite selecting the option for an email reply they phoned me??????????. This certainly shows a lack of understanding of even the simplest request. Although the BT package may be ideal for our call usage as a result of poor intepretation of our requests I would rather pay extra and deal with someone who does understand me and will resolve my issue.
Today I received a letter advising me that unless I contact BT, my contract will roll over and I will be locked into another 12 month contract. Don't BT take any notice of emails sent to them via their website when youa re logged into the website or is it that they cannot read or understand English?
Unfortunately as the email is sent out of the website, you have no record of it being sent and they know this and take advantage of it to hoodwink the customer as they think we are stupid! Yes we are for using BT!

Beancounter

Thanks, my wife called yesterday and we were told exactly what we would be charged, £7.50 per month.

BT_company_representative wrote: »

Hey Beancounter,

Yeah no worries, I can look into what you would be charged, it can vary depending on contract terms etc.

If you want I can lend a hand if you decide to move any part of your service? Send me a PM anytime with your telephone and account number and I can sort it all out for you.

Cheers

Craig
BT Support