BT Bill Rise

Bogof_Babe

I've just dug out the letter they sent telling me my annual contract was expiring, but to continue on the same deal I need do nothing, as it would be applied automatically. Apparently my contract ended on 1st July, but this rogue bill is for June calls .

There's only one phone number on the letter, and it is for use if wishing to cancel not continue the plan. I hesitate to ring it as it might be just a sequence of button pushes on a recorded voice system, and I could find I have accidentally told them I want to end the contract.

You're currently using our Unlimited Evening and Weekend Plan, on a renewable 12 month contract, with inclusive UK* evening and weekend calls. When you took up this plan, we promised to write to you before the renewal date to let you know what to do next.

To carry on benefiting from this offer, just sit back and relax - you don't need to do anything! We'll automatically set up another contract term, giving you the same evening and weekend calls at no extra cost for another year.

We'll continue to apply the discount to your bill, which can be found in the 'Rental Charges' section of your paper bill, or on your e-bill if you use paper-free billing. {Bit about Pay&Call customers}... Your new contract will renew automatically the day after your current contract ends on 1st July 2009.

If you don't want to continue with this offer, that's OK, but you'll need to tell us that you want to cancel before your current contract ends. You can do this by calling 0800 345 7309.

If you do decide to cancel, you'll be charged the normal price for our Unlimited Evening and Weekend Plan, which is currently £2.95 per month (plus line rental at £11.25**) for customers without a renewable contract, once your current contract ends........... etc etc

So it looks like on the one hand they are telling me I'm okay to do nothing and stay on the deal, but they have actually applied the new charges as if I wasn't on it. Also they have applied the new charges one month before the end of the old contract.

I'd better ring them tomorrow and try to find out what's going on. Sigh...:rolleyes:.

Heinz

The problem is probably the charges in advance billing system BT uses (your new bill was produced before your new 12 month contract automaticall started).

Bogof_Babe

Heinz wrote: »

The problem is probably the charges in advance billing system BT uses (your new bill was produced before your new 12 month contract automaticall started).

Do you think they will automatically refund the overcharge then?

Bogof_Babe

Just phoned them (Indian call centre I think but very nice and understandable chap) and they apologise for their error, are setting up my contract now, and will credit me for the overcharge.

Result! :beer:.

Bogof_Babe

Bumping this old thread as a year has passed and guess what, exactly the same thing has happened again.

Had a letter in May advising that I don't have to do anything to stay on the same plan for another 12 months at the same cost, so I didn't do anything, and now they have added £2.99 to my monthly line rental for next month.

I have used their "contact us" email facility and had an auto reply, so hopefully it is the same thing as last year and they will correct it and refund me next month.

Makes me wonder what's wrong with their system though if I have to go through this every year.

Steveseven

their problem is ...
they do not understand the customer is paying their bills

Why would anyone be with a company that, overcharges, has a track record of poor customer service, and has to be regulated.

Bogof_Babe

I had a call this morning from a foreign lady (overseas call centre I presume) who apologised and told me the overcharge would be refunded off my next bill.

It's deja vu all over again!

brewerdave

On my last April bill the rental charges in advance run to 20th July but I've only been credited for Eve/W.end plan til 7th July, my plan renewal date.
I'm hoping for a slghtly bigger discount (3 months plus 14 days) on my next bill, due 21st July as I've renewed the 12 month plan - but I'm expecting that they will conveniently lose that 14 day difference!!!!