Please help: AOL talk removed without my knowledge and BT has biled me £200!

drskm

Dear Friends
I was on AOL broadband (silver) and was getting aol talk unlimited 01 02 numbers for just £6.99 and was a happy bunny.
3 months back I was exploring the option of changing back to BT as they said 0870 and 0845 numbers were free.
When i made an enquiry, i realised that that the small print was that the 0871 numbers were not included in the minutes.. and that if i was making a long conversation over an hour i would need to hang up at 59 min or else get billed by the minute after an hour has lapsed, where as with aol talk there is no such limitation.
I gave a clear NO to BT not to change the line back to them, i was happy to just pay them the rental and have my price plan with aol.
Today i realised that against my advice BT went ahead and changed my line to them, and put me on the basic plan . I have now been billed for all my daytime calls to 01 02 numbers by the minutes and its over £200 in the last three months.
I am not only upset but extremely angry. They should have the recorded conversation of my discussion with their agents to check back.
How can I go about resolving this issue.
Please advice..
Its gonna be a long night for me tonight before i get to the customer services
Thanks in advance

drskm

Further to it
I had noted down the name of the customer care representative date and time of call to aol talk service who confirmed that the service would stay the same unaltered. i have them with me to quote to aol.
What are my legal rights?

DVardysShadow

Your legal rights are, I would think to pay for service at AOL rates and for BT to put you back to AOL. You have been slammed.

Mark_In_Hampshire

Right - so you didn't give any authority for BT to take over the calls. So you don't owe the £200 - you don't need to pay that. In theory you need to pay someone for those calls, however legally BT have given you those for free.

You need to pop that in writing to BT stating that you did not ask for your calls to be migrated and therefore while (I presume) you pay line rental to BT and you're happy to pay that as normal, you are in no way liable for the cost of those calls and so will be withholding payment. You expect those to be removed from the bill.

Sadly BT's communication skills are close to non existent, so look forward to a period with no phone line as it will probably be cut off. Make sure you send the letter by recorded delivery to the London address, or else use email on their website and make sure you get a reply.

Next ring AOL and ask why they've permitted your calls package to be migrated away since you did not request that, and get it resurrected.

BT_company_representative

Hi drskm,

I can sort this out for you, if you want drop me an email with your details, and link to this thread (email address is on my profile page) and I'll look into it.

Thanks,

Stephanie
BT Support