£173.20 BT Cancellation Charge

MartinDH_2

Hi MSE Folk,

Just received my final bill from BT as we're moving home. We had the line at the house for 5 years but on the 22nd of Dec 08 we started the Unlimited Anytime call package. In the final bill there's a charge:

Account one-off charges: £173.20
Bill Date: 22 Dec
Desc: Cancellation charges for anytime offer £173.20

What!?? There is no explanation anywhere of where they got this charge from. According to the T&C online, the charge should be £8 for every month remaining in the contract. They will be getting a call from me next week but if anyone has any knowledge/experience/suggestions about this then it would be greatly appreciated.

Many thanks,

Martin

macman

I think you're forgetting the £10.50 per month for line rental. Depends if you signed up to 12 months or 18. The balance owing will be the monthly call package price plus line rental x the months owing. Say about £150 if you have 8 months left to run, £250 if 14 months.
So can't see where your bill figure comes from-you need to ask them to explain.
But also not clear where your £8 figure comes from as Anytime Unltd is currently £4.95 pm?

MartinDH_2

Thanks macman,

The £8 I found on the T&C......

....
At the end of each 12 month minimum period the contract will be automatically renewed for a further 12 month minimum period unless you tell us otherwise before the renewal date. We will write to you the month before the renewal date to remind you of this. You cannot downgrade during the minimum period or any renewable minimum period. If you decide to end your contract within the 12 month minimum period, you will incur a single charge of £8.00 for each month left of the minimum period.
.....

I assumed that as I had had the line for over 12 months (5yrs) then the line rental would not be an issue. I can understand there being a charge for leaving the call plan, but not that much!

Thanks,

Martin

Kavanne

When I moved BT just transferred my contract to my new property. No charge!

macman

So it seems from this that your bill should be about £64. I suggest you ask them to explain.
I'm not familiar with the BT terms, but the normal lock in is 12 months as you quote. BT are unique in that they renew you automatically each 12m, rather than allowing you out after 12m with one months notice.
What is your actual monthly call charge at present?

MartinDH_2

Monthly cost inc. landline rental, Unlimited Anytime call plan and features is ~£17.

Martin

Ypaymore

macman wrote: »

BT are unique in that they renew you automatically each 12m, rather than allowing you out after 12m with one months notice.

Nonsense. On a 12 month rolling contract they write to you before it ends and give you the option to renew it or not.Even if they dont write you can still cancel before the 12 months are up.

Also you dont have to take a rolling contract you can pay a bit more and be free of a minimum term call contact.

jhp

1.If your a moving BT Customer see
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=24641#CRT

"If you move home within the UK, and let us know at least five full working days before you do so and in line with our home mover policy we will continue to provide the service at your new address subject to our home mover policy and paragraphs 5 and 6 of the BT Telephony Services price terms. If we continue the service at your new address you will be subject to a new line rental minimum period from the date we provide service at your new address. You do not have to take your existing Calling Plan with you to your new address, but if you had a Calling Plan with a renewable contract or a minimum period at your old address and agree to take the same Calling Plan at your new address, you will be able to take the remainder of any minimum period for that Calling Plan with you."

2. If they started you off on another 12 month line rental contract when you took out the Unlimited Anytime Call Package without telling you . I think they would have a difficult job to enforce it.
See: http://www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/Salescodeofpractice/Annexes/Annex3.htm

"2. Do I have to be given any information before I enter into a contract?
Only if you are a consumer (residential customer), and have had no face-to-face contact with the provider (eg if a contract is made over the phone or online). Then, the provider must give you some key information before you enter into a contract. This includes a description of the services, the price, the existence of your right to cancel and any minimum term that applies. Most of this information has to be confirmed in writing."

macman

Ypaymore wrote: »

Nonsense. On a 12 month rolling contract they write to you before it ends and give you the option to renew it or not.Even if they dont write you can still cancel before the 12 months are up.

Also you dont have to take a rolling contract you can pay a bit more and be free of a minimum term call contact.

It's not nonsense. They may write to you, but the default is that you commence a new 12m contract unless you opt to do otherwise. Therefore all the onus is on the customer to act to avoid that.

Heinz

macman wrote: »

They may write to you, but the default is that you commence a new 12m contract unless you opt to do otherwise. Therefore all the onus is on the customer to act to avoid that.

Yes, but the customer agreed to that at the start of the contract and, by inaction, agrees again every 12 months or so.

macman

Heinz wrote: »

Yes, but the customer agreed to that at the start of the contract and, by inaction, agrees again every 12 months or so.

That's correct. I was simply trying to point out that where BT are different is that with everyone else, you are free to go with a month's notice after the intial minimum contract period. If you miss the boat with BT, you're locked in for another 12 months.