BT One-off charge for Caller Display

Markie11

I recently received my new quarterly bill from BT and livid with the extra charges that have been made. All that I should be charged is the 3 lots of monthly rental. My calls are with Tiscali so shouldn't be charged for any of these, but I have been charged £7.77 for caller display (which I don't have).

There is also a credit and the bill, why? To refund the same charge they made on the previous quarterly bill.

Why are they continuing to charge me for this when I don't have it?

This is really a rant, but can anybody offer any advice on how to take this forward. I've already mailed them.

Jemma-T

Phone them and ask as they'll have far more info than you've given us here (nothing really).

BT_company_representative

Hi Markie11

Having these charges appearing on your telephone bill seems strange when you do not have the service on your account. I can look into this and see why the charges have been raised and make any appropriate changes to your account to stop these charges from being raised. If you would like me to look into this for you please look under our profile section were you will find our contact e-mail address, please include your account details and forum username when contacting us.

Regards David

Markie11

Thanks for your response BT Rep. I've already emailed BT via their website with all essential details.

Thanks Jemma-T for your not very useful response. As mentioned in my initial post, I had a credit on the bill which was for the same issue (charges for caller display though don't have it). I've been through this before and the last time I did ring them, spent probably a good half hour at least to have a refund and some customer care agent telling me I must have selected it, making me out to be a liar.

What I really want is BT to put their hands and say 'ok we got this wrong. Here is a refund and compensation for the inconvenience it has caused.' I shouldn't have to keep calling BT.

crad9

I have sky talk so should only be paying for line rental with BT..less than £12.00 per month. They recently charged me £24.00 per month for three months and I managed to get a partial refund as they claimed there was a "one-off" charge for caller display.
Today I was charged over £16.OO and phoned to query the amount.
Firstly I was told I was being charged for some calls as although they have me as paying line rental only "the computer does not know this"
I then spoke to the billing department to try to obtain a refund. It sems that the caller display one-off charge is applied every month! They did not seem to understand what one-off means. If I make 2 calls then the charge will not apply. This is a blatant surchage on line rental which I have not agreed to and they refuse to refund.They even deny that this service used to be free. They regularly ask me to take the calls back to BT but then treat me with disdain. I have now transferred my line rental to Sky. Good bye Bt and think why you are losing customers.

Heinz

Welcome to the MSE forums crad9.

As you had BT line rental, Caller Display was supplied by BT (obviously, it's an incoming call function).

Subscribers can get free Caller Display from BT as part of BT Privacy PROVIDED they make 2 chargeable or inclusive calls via BT each month (otherwise, BT will charge £2.59/month, every month).

You appear to have chosen to use Sky Talk as your CPS calls provider and also appear to have believed you were sending the necessary number of calls via BT by using the 1280 prefix. However, since Sky changed to using BT Wholesale's WCLI (Wholesale Calls Line Independent) package to provide Sky Talk, you COULD NOT do that because your calls were already being carried on the BT network (and billed to you by Sky) and, hence, the 1280 could not cause a call to 'hop off Sky Talk and onto BT' - because they were already there.

P.S. There have been many other threads on this matter but I thought it would be more polite to a new member to explain the position rather than pointing you to (or rudely telling you to search for) those.

DonnyDave

Markie11 wrote: »

I recently received my new quarterly bill from BT and livid with the extra charges that have been made. All that I should be charged is the 3 lots of monthly rental. My calls are with Tiscali so shouldn't be charged for any of these, but I have been charged £7.77 for caller display (which I don't have).

There is also a credit and the bill, why? To refund the same charge they made on the previous quarterly bill.

Why are they continuing to charge me for this when I don't have it?

This is really a rant, but can anybody offer any advice on how to take this forward. I've already mailed them.

See Heinz's post.

The free caller display service from BT is a suboption of the "BT Privacy" service. If you don't make the qualifying number of calls with BT to have this service for free, then you may be charged.

This could explain why the charges have appeared. The simplest way forward is to log into your BT account at BT.com. If you have BT Privacy, see if the caller display option is ticked within it. If so, then this will answer the question as to why these charges have appeared.

JustPassingBy

Markie11 wrote: »

What I really want is BT to put their hands and say 'ok we got this wrong. Here is a refund and compensation for the inconvenience it has caused.' I shouldn't have to keep calling BT.

Well? Did you get what you wanted?

Markie11

DonnyDave wrote: »

See Heinz's post.

The free caller display service from BT is a suboption of the "BT Privacy" service. If you don't make the qualifying number of calls with BT to have this service for free, then you may be charged.

This could explain why the charges have appeared. The simplest way forward is to log into your BT account at BT.com. If you have BT Privacy, see if the caller display option is ticked within it. If so, then this will answer the question as to why these charges have appeared.

I didn't have this option highlighted. When I receive calls on my phone it says 'Call', that is it. When I used to have it years ago, the caller's number was displayed.

Markie11

JustPassingBy wrote: »

Well? Did you get what you wanted?

Thanks asking. I partially got what I wanted.
1) I got free line rental for a month for any inconvenience.
2) Apology on phone but not in letter (as requested)
3) Re-assurances (again) that it won't happen again (let's see what April's bill brings)

fatgit

Jemma-T wrote: »

Phone them and ask as they'll have far more info than you've given us here (nothing really).

Now why would she want to do such a thing? :eek::p;)