BT free connection off but now charged??

jm2k

i signed up for the BT new/second line promotion that ended recently.
I was put on the free weekend package and i was informed that as long as i made 10 calls each month i would not incur any charges.
I clarified this with the sales advisor and I asked can these calls be made at the weekend within my 'free' call package and i was told YES!
now this bill has arrived with £6.80 charge for 'not phoning 10 times' despite the fact i actually DID at the weekends!
i have spent 40 minutes on the phone to BT (India) to sort this out, the woman stated that i had to make calls during the 'chargeable' period and only as a gesture of goodwill would they refund this £6.80!:mad:

any advice please??
thanks

Heinz

jm2k wrote: »

i signed up for the BT new/second line promotion that ended recently.
I was put on the free weekend package and i was informed that as long as i made 10 calls each month i would not incur any charges.
I clarified this with the sales advisor and I asked can these calls be made at the weekend within my 'free' call package and i was told YES!
now this bill has arrived with £6.80 charge for 'not phoning 10 times' despite the fact i actually DID at the weekends!
i have spent 40 minutes on the phone to BT (India) to sort this out, the woman stated that i had to make calls during the 'chargeable' period and only as a gesture of goodwill would they refund this £6.80!:mad:

any advice please??
thanks

You have been lied to. The 10 calls can be chargeable or inclusive - so weekend calls count.

Don't bother with the Indian personnel. They are useless and make everything up as they go along. Keep ringing until you get a UK-based advisor.

DrScotsman

DrScotsman wrote: »

I'm on BT's 12 month Free Evenings and Weekends plan.

I got my bill today. There was a £7.50 charge for Caller Display, which should be included in my BT Privacy at home. As we all know, "6 chargeable or inclusive calls if you're billed quarterly". Or not, as the site now says 6 chargeable calls. Or not, as if you click Terms & Conditions on that page and then Full Terms & Conditions, it says chargeable or inclusive. :eek: Short story though. Phoned up BT, got through to a woman who said chargeable, told her the website said otherwise, spent 10 minutes on hold where she then agreed with me (was she looking at the website?). £7.50 charge will supposedly be taken off my next bill.

I don't know if your £6.80 is for the exact same thing as me but BT do this, they love to say chargeable/inclusive when you're signing up for them and then pretend it's just chargeable when your bill arrives.

BT_company_representative

Hi jm2k,
I'll look into this for you. Email your details to btcare@bt.com. Include your forum username and copy & paste in your post above or include a link to the thread so it is easy to identify you.

Many Thanks
Donna
BT Support

BT_company_representative

Hi DrScotsman,
Email your account details to btcare@bt.com and I will have a look at your bills. Include your forum username and copy & past your poste above or include a link to the thread so I can identify you.

Many Thanks
Donna
BT Support

JustPassingBy

jm2k wrote: »

now this bill has arrived with £6.80 charge for 'not phoning 10 times' despite the fact i actually DID at the weekends!
i have spent 40 minutes on the phone to BT (India) to sort this out, the woman stated that i had to make calls during the 'chargeable' period and only as a gesture of goodwill would they refund this £6.80!:mad:

You'll want to look at the PDF version of your bill. Under the section 'What you used' you are told the number of calls to a UK phone line and to a 0845/0870 number. Do these add up to 10 or more?

Yes? That's it then, you've fulfilled your part of the agreement. Simple justice entitles you to the return of your £6.80, not a gesture of goodwill.

Ok, the calls may have cost you £0.00 but because the charge was £0.00 what do you expect. The chargeable period for the type of calls we're considering is 24 hours a day, 7 days a week.

JustPassingBy

bb

jm2k wrote: »

any advice please??

There are been several threads here recently detailing a similar issue to yours and none of them have progressed to a public revelation of the root cause. It could be different in each case but knowing what it is can only be of help to others. You could consider sharing if you have anything to add to your original post which might be useful.