BT Chargecard (Calling Card) calls do NOT count after all!

Heinz

After previously stating the exact opposite, BT company representative Patrick has this evening stated that calls made using a BT Calling Card DO NOT count as chargeable calls a subscriber has to make in order to receive BT Caller Display and/or basic 1571 free of charge (this had previously been confirmed as a 'workaround' for those paying line rental to BT but using a CPS calls provider through which the 1280 'hop back onto BT' prefix no longer worked).

BT_company_representative wrote: »

Hi All,

I am sorry for the conflicting information regarding calls made using the BT Charge Card. I have had confirmation from the BT Charge Card and Calling Features departments, that call made using the Charge Card do not count towards the chargeable calls, one has to make in order to receive BT Answer 1571; Caller display or the free connection offer. The reason is because in order to have these services free a number of chargeable calls have to be made from the line that the service is active on.

The BT Charge Card is a separate service that allows you to make calls aboard and have them billed on your BT bill.

Thanks

Patrick

BT Support,

I believe that CPS calls offerings available from Sky Talk, Talk Talk, Orange and AOL are all affected by the above.

hra_2

"a number of chargeable calls have to be made from the line that the service is active on."

Where is this restriction published?

The Terms and Conditions simply say the calls must be made "with BT".

Interpreting this to include Chargecards does not seem so unreasonable: this example from a BT Company Representative:

"As these charges are added to customer's bills, I can see no reason why they should not receive the 1571 service free of charge."

The Terms do mention one exclusion (Talk Broadband) and if they mention one exclusion at this point it is even more misleading if they do not give any indication that there are others.

If this information is not in the public domain, and as it is obviously not self-evident even to BT staff let alone customers, can it really be enforced? Wonder what the Small Claims Court would make of it, never mind Ofcom or the OFT.

BT_company_representative

Hi All,

I'm really sorry that there has been some conflicting information given about whether chargecard calls count towards the minimum call commitment. I would like to clarify that chargecard calls do not count towards the minimum call commitment

At least two calls per month on monthly billing or six calls per quarter must be made. Excludes calls to 0800 number ranges, 1471 and 1571. Chargecard calls are excluded. 1471 Call Return (press 3) is included. The calls are either chargeable or those that would be made as part of an inclusive calls package. Customers who make all their calls via BB Talk are not eligible for free Caller Display on their landline number.

Sorry for any confusion caused.

Stuart

furber

Well I have a letter from BT, dated 16/08/09, which says about 1571 and Privacy at Home (caller display) "if you'd like to use these services without being charged for them, and you're able to use it with your new company, you should use our 1280 override code to make the required number of calls. If you can't use 1280, you'll need to make operator-controlled or BT Chargecard calls instead". This letter is signed by Nigel Stagg, Managing Director, Customer Service

BT_company_representative

Hi furber/everyone,

I am sorry for any confusion caused from the letter which you have received. I can confirm that if you decide to make calls with a provider of your choice and pay line rental to BT, some (not all) providers give you the option to dial 1280 from your line and calls will then be routed through the BT network. As confirmed in the letter you received, the relevant amount of calls need to be made in order to receive the caller display and 1571 service free of charge. Using the 1280 facilty, these calls are routed through your exchange and would therefore qualify as a chargeable call to receive the services free. Using a chargecard, calls made do not qualify to receive these services free as calls need to be made from the line and register at your exchange.

All the best,

Robbie

Heinz

So Nigel Stagg, the Managing Director of BT Customer Services, is writing to customers with FALSE information?

Should be easy to clarify. Presumably, his direct email address is [EMAIL="nigel.stagg@bt.com"]nigel.stagg@bt.com[/EMAIL]

furber

BT_company_representative wrote: »

Hi furber/everyone,

I am sorry for any confusion caused from the letter which you have received. I can confirm that if you decide to make calls with a provider of your choice and pay line rental to BT, some (not all) providers give you the option to dial 1280 from your line and calls will then be routed through the BT network. As confirmed in the letter you received, the relevant amount of calls need to be made in order to receive the caller display and 1571 service free of charge. Using the 1280 facilty, these calls are routed through your exchange and would therefore qualify as a chargeable call to receive the services free. Using a chargecard, calls made do not qualify to receive these services free as calls need to be made from the line and register at your exchange.

All the best,

Robbie

So what if I make the calls, using the Chargecard, from my home line, to be charged to my home BT bill?

JustPassingBy

furber wrote: »

So what if I make the calls, using the Chargecard, from my home line, to be charged to my home BT bill?

You'll be charged for the call but not qualify to receive the services mentioned. The issue is how the charges are added to your account. Altering the account is not sufficient.

BT_company_representative

Hi Furber,

The BT Charge Card is a separate service offered by BT. Any calls made using this service will not count towards the chargeable calls you will need to make from your landline in order to receive caller display and BT Answer 1571 free of charge. The BT Charge Card is seen as a separate service and is not linked directly to your BT line. The BT Charge Card allows you to make call from anywhere in the world and have these calls billed directly to your BT account.

Thanks

Patrick

furber

Well if I am charged for 1571 and Privacy I shall be complaining and producing a copy of Nigel Stagg's letter to BT and the Ombudsman, if necessary.

JustPassingBy

furber wrote: »

Well if I am charged for 1571 and Privacy . . . . . .

Is there a reason for you to anticipate being billed a low usage charge relating to these services?