BT call package & partner's parents, why?

Photo_Stylus

Father in law was taken into hospital, life threatening condition.

As the family rush around looking after their mum i have the task of sorting out their
bills.

Checking the BT bill i find he pays using a payment card & pays every week. Account currently in £100+ credit after receiving the latest bill.

Because the account is in credit the front page where the charges should be listed is blank except for the Credit Balance amount.

So we dont know what he is actually being charged for.

The only bill i have to hand is an older one, New one due any day now.

Also it seems they are on one of the newer plans free weekend and evening calls with a mobile option?
None of the family know who or how they were signed upto this package, Total calls were 4minutes 30 seconds and all of these in the daytime except 36 seconds one evening. This is per quarter.
What is the mobile saver option? They have not rung a mobile on the 3 months this old bill relates to.

Seeing as they both have dementia have they been mis-lead and mis-sold this package by BT?

Heinz

Whilst I can understand your frustration at suddenly being confronted with this confusing situation, if the couple both suffer from dementia, should not someone in the family have been assisting them with this sort of thing already?

Photo_Stylus

The family all got together a little while back to arrange things like this, But its one of those things the father never got around to adding anyone elses name to the bank account or the bills. Kept putting them off saying he was fine and would sort it next week.

I suppose in his mind he didnt want anyone to change his routine, He takes his payment cards to the same post office, same counter every monday.
He got a letter saying he was in rent arrears once & was going mad swearing & shouting, until we explained to him, He doesnt pay the bills when there is a bank holiday monday. Because he will only pay on the monday he misses several payments a year.

They can be quite frustrating at times, As i mentioned the bill is confusing because the front page misses all the charges out due to the account being in credit. Only found out about the price plan when i looked at his account online.

The rest of the family would only check the bills to make sure he was not in arrears.

Buzby

If he has Free Weekend/Evening calls - he must have opted in to this, and as a result be committed to a 12 month rolling annual contract. I'd cancel this immediately - they should be on Low User or the newed BT Basic.

Photo_Stylus

Buzby wrote: »

If he has Free Weekend/Evening calls - he must have opted in to this, and as a result be committed to a 12 month rolling annual contract. I'd cancel this immediately - they should be on Low User or the newed BT Basic.

My thoughts exactly and BT should have known this yet managed to change his price plan to a more expensive one that does NOT suit his needs or usage.

Heinz

They would have phoned and got the subscriber's agreement. How could they tell on the phone whenther the plan would suit the subscriber's needs when he agreed to it after it was offered. Come to that, were they expected to realise he suffered from dementia too?

BT_company_representative

Hi Photo Stylus, I have now PM'd you if you wish for me to help you out with the current situation please reply to my PM and I will be happy to look into this for you.. Thanks Natasha

Photo_Stylus

Heinz wrote: »

They would have phoned and got the subscriber's agreement. How could they tell on the phone whenther the plan would suit the subscriber's needs when he agreed to it after it was offered. Come to that, were they expected to realise he suffered from dementia too?

Obviously they wouldnt really know that unless he kept asking them who they were and why they were phoning, As he sometimes does, Keeps calling me Peter who is my brother in law. Not me.

What i would not expect is BT to contact them and offer them a package to save them money when it clearly does not.
Latest bill is approx £60 of which only 6 calls are inclusive in the package.
Paying £4.50 for a mobile saver when they only made 74p worth of calls to mobiles.

Whats really annoying is most of the calls are to the doctors surgery 0845 numbers, All these are in the daytime and not included. They phone these a lot to arrange the nurses & doctors appointment. These really need to be stopped.


BT REP (Natasha) Reply sent

Thanks.