BT - Your rights for requesting past itemised billing

PinkPound

Dear forum

I am trying to get an itemised bill from BT for calls dating back to 2007. They are saying that they can not provide this information, even though we know that they can see this on their system.

What are your rights when it comes to obtaining your data?

Thank you.

syko29793

Data of phone records only has to be kept for 12 months(excluding voip and internet usage/emails etc)
BT do keep records of bills for longer and can supply you with an archived bill but there is a charge for each copy bill.

PinkPound

syko29793 wrote: »

Data of phone records only has to be kept for 12 months(excluding voip and internet usage/emails etc)
BT do keep records of bills for longer and can supply you with an archived bill but there is a charge for each copy bill.

Dear syko29793, thank you for your reply.

They are saying that they can not get to this data. When we asked before for an itemised bill, the only thing they sent was a break down which is not good enough for what we need it for.

Sadly it would seem that the help desk people do not know what to do in this situation and are finding it impossible to understand that they can do what we are asking for.

syko29793

The standard duplicate bill is a copy of the original so if that was not itemised fully then the copy will not be. You will need to request a copy of the bill with full itemisation included when it is reissued. It can be done as long as your account number does not start with GBxxxxxxx

PinkPound

syko29793 wrote: »

The standard duplicate bill is a copy of the original so if that was not itemised fully then the copy will not be. You will need to request a copy of the bill with full itemisation included when it is reissued. It can be done as long as your account number does not start with GBxxxxxxx

The original was fully itemised and the account starts with LS.

syko29793

PinkPound wrote: »

The original was fully itemised and the account starts with LS.

Then there is no reason why a copy is not available. It costs £4.70 for a copy bill try calling 01142020289 (internal for BT cs) and ask for a duplicate bill from a CSS account.
(BT is changing all customers to a new billing system so you need an advisor who has access to systems called CSS/Smart accounts.) As your account number starts with LS the account was issued on these systems originally but may have been migrated to new system.
Give advisor your account number and it should be no problem.

BT_company_representative

Hi PinkPound,

Hmm as this is sometime ago I am cant promise we can get these bills pulled from our records but if you can send me an email to the addy in my profile then I'll see what I can do and sent you what we have.

Just include your BT account details and a link back to this thread for reference and I'll make sure to pick it up.

Cheers

Craig
BT Support

b19451945

Hello Craig,

I deserately need to get copies of aged, fully itemised BT invoices too if that is in any way a possibility. It would be such a huge help if you were able to assist me in this matter also.

Many thanks and kind regards

A

bubieyehyeh

syko29793 wrote: »

Then there is no reason why a copy is not available. It costs £4.70 for a copy bill

I wonder if it would be cheaper to get the data via a data protection request.

syko29793

bubieyehyeh wrote: »

I wonder if it would be cheaper to get the data via a data protection request.

It costs £10.00 to request a copy of all the data BT hold on an account. so copy bill is cheaper

Buzby

By 'data protection' you probably mean a SAR - Subject Access Request. This will provide all details BT holds about you ('The Subject') and the cost of bills, BUT - call itemisation is NOT part of this. It would be unreasonable to expect BT to retain calling itemisation for longer than 12 months, indeed I would be unnerved if I thought all my call logs were available to anyone for longer than this period.