BT Bill now paying £19.91 with no calls made just line rental

Mark_In_Hampshire

They are indeed required to notify you of a change to the amount, with "up to 10 days" notice. However "up to 10 days" is meaningless. It could be five minutes notice, and still comply.

Normally your notification would be your bill. Ordinarily you'd expect an email to say "your online bill is now available for you to view" - worth checking they have the right email address.

However you can't be notified about bills that don't exist. That's the mystery.

Antispam

Thanks like I said for past year or two I pay £13 inclusive now the DD has gone up to £19 and for what? I dont get any bills, I had no notification from BT for anything rising. I just want to know why I am now paying £19 for nothing extra

Antispam

I see BT rep was on here last night PM people and again today but dont want to help me

Cant even find a number from them on there (contact us) on there web site just options to pick and then it goes to live chat (wait 20 minutes)

System

I have on line billing. Each quarter I get an email to inform me that it is ready. Have BT got your correct email address to send the notification?

Antispam

38 minutes on phone and spoke to 4 different people

It appears BT changed the billing cycle as post two said from 4 weeks to 6 to merge bills. I have no idea why they done then I only pay line rental

When I signed up for BT paperless billing I input a number I had from BT web site when I logged in its an old online account around 10 years old the number LWxxxxxxx was incorrect and should have been MYxxxxx so hence although I could log in I got no bills because there system according to IT dept said should have rejected that number which it didnt.

So for some strange reason I logged in, in an old account with right username/password but that account did not get bills but the account number was in correct

Now web team sorted my online billing and get bills

What I dont understand is why did it accept a incorrect number which I got from my account online?

I got no notification from BT either online because of above or email which they use my old email address which still works as they just emailed me when I gave details over phone

One question as I wasted 38 minutes of my life on getting a answer from BT even though they accept a fault with there system due to incorrect number I gave them which I got from BT

I want to avoid BT EVER and I mean EVER, so wil now get rid of privacy at home and line rental and use talk talk. Will there be any issues in future if I change provider on CPS?

Antispam

Not sure if ist worth wasting anymore of my life with BT I am just so angry with them for letting a mistake happen which isnt the first time they messed up in last 3 years, firstly didnt connecte my phone when moving house, then last year kept ringing me with marketing calls despite telling them 3 times to stop and senior manager reconised I did hence gave me 3 months free line rental, I didnt ask for that

Now I admit I may have put wrong number for online billing which I add was number I got from BT online and until this morning that number was still there

But DD mandate they are suppose to inform you on extra chargers, no communication from them at all

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm

[FONT=Verdana, Arial, Helvetica, sans-serif][SIZE=-1]If there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance. [/SIZE][/FONT]

Heinz

Antispam wrote: »

I want to avoid BT EVER and I mean EVER, so wil now get rid of privacy at home and line rental and use talk talk. Will there be any issues in future if I change provider on CPS?

You must have BT line rental to have a CPS calls provider.

Antispam

Thanks for that

Heinz wrote: »

You must have BT line rental to have a CPS calls provider.

Mark_In_Hampshire

Antispam wrote: »

Not sure if ist worth wasting anymore of my life with BT I am just so angry with them for letting a mistake happen which isnt the first time they messed up in last 3 years, firstly didnt connecte my phone when moving house, then last year kept ringing me with marketing calls despite telling them 3 times to stop and senior manager reconised I did hence gave me 3 months free line rental, I didnt ask for that

Now I admit I may have put wrong number for online billing which I add was number I got from BT online and until this morning that number was still there

But DD mandate they are suppose to inform you on extra chargers, no communication from them at all

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm

[FONT=Verdana, Arial, Helvetica, sans-serif][SIZE=-1]If there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance. [/SIZE][/FONT]

This doesn't apply to BT. Well, it does, but you'll see the catch.

From this page:
http://www.thesmartwaytopay.co.uk/family-life/direct-debit-guarantee.asp

"If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed."

The bold bit is the catch. People think they are protected by this. However any payee can over-ride it. With BT the DD form says "UP TO 10 DAYS" which means you forego that part of the guarantee. Many companies are like this now.

So you have no technical right to notification of any specific time period. If the bill is posted online at 10:07 they can debit your account at 10:08 and they have complied with the above.

That you were not able to view your bills was ultimately your fault for putting the wrong account number in though I appreciate this probably ought to have resulted in you being told so.

Your notification is the online bill. You get (or, will now get) an email to tell you the bill is ready. It's also your responsibility to make sure they have the right email address as there's no way they can know when it changes.

You then have to go online and check it to see how much will be taken out of your account.

Antispam

Just to clarify when I signed up to paperless billing I used the number shown on my online account (I scrubbed that number off the picture I posted above)

It had accepted that number BT web site gave me I assumed it was the right number BT accept the number should not have been accepted and refuse it

My email address was never changed this was confirmed by BT when I spoke to there IT department for email verification along with password

I understand that the bill was for 6 weeks notice what I do think is they should have to notify me given they have my address and email address

When I sign in I only ever got my details shown as it was paperless billing and I only have line rental and no bills ever showed, I assumed incorrectly that no bill will be served but I did note my bank account was debt every month for £13, and because I was then charged £19 I wondered why as no notification was ever given.

I should realise really due to other issues with BT is that they always mess up, 100% guaranteed

I do have a bill now IT department sorted that out