BT low usage charges - I am fuming!

markymids

Got my bill this week and it was over £20 more than I expected, when I investigated further I found I had low usage charges on my bill. I complained about it and the lady told me that I had to make 30 chargeable calls a quarter. I read to her the letter I got when I first joined BT in February that said I had to make 30 chargeable or inclusive calls a quarter but she was insistent I was telling porkies and that "if I looked on my bill" it would say 30 chargeable calls a quarter (which it did, but why send me a letter saying 30 chargeable or inclusive calls a quarter?)

Anybody had this before? My 'welcome to BT' letter clearly says I have to make 30 chargeable or inclusive calls a quarter, I was very careful to ensure I made the 30 inclusive calls - I just feel like I've been conned.

Any advice anyone?

Heinz

It is 10 chargeable or inclusive calls per month. BT has made a mistake.

http://forums.moneysavingexpert.com/showpost.php?p=20967865&postcount=56

markymids

What's my next step then to get this money back? She was extremely insistent on the phone telling me that "thousands of customers have the free connection special offer throughout the country and I can assure you that you need to make 30 chargeable calls a quarter - you obviously haven't made 30 chargeable calls as your calls only amounted to £0.16".. I was spitting feathers down the phone!

Ypaymore

markymids wrote: »

What's my next step then to get this money back? She was extremely insistent on the phone telling me that "thousands of customers have the free connection special offer throughout the country and I can assure you that you need to make 30 chargeable calls a quarter - you obviously haven't made 30 chargeable calls as your calls only amounted to £0.16".. I was spitting feathers down the phone!

Go back to them and ask them to look at the matter again

See post 56 in this thread where the BT rep confirms it is 10 chargeable or inclusive calls.

https://forums.moneysavingexpert.com/discussion/1640845

ronaldmacdonald

lol charging you for NOT using the service. now that is twisted genius - you cant fault that.

BT_company_representative

Hi markymids

I can have this looked into for you, send me an email to the address listed in my public profile please include your account details and a link to this thread.

Cheers

Stuart

JustPassingBy

BT_company_representative wrote: »

Hi markymids

I can have this looked into for you, send me an email to the address listed in my public profile please include your account details and a link to this thread.

Hi Stuart,

Would you care to say what BT mean by a 'chargeable call'?

I won't be surprised if an answer is not forthcoming but it would be nice to get one.

JustPassingBy

markymids wrote: »

. . . . . I was very careful to ensure I made the 30 inclusive calls - I just feel like I've been conned.

How did you ensure you made what you think are 30 inclusive calls?

brewerdave

My inclusive calls are actually detailed on my online statement (cost = £0.00); that was one of the changes made when BT switched over the new billing system.

markymids

JustPassingBy wrote: »

How did you ensure you made what you think are 30 inclusive calls?

By logging into my account and checking how many calls I had made.

markymids

OK I just rung back BT and I got through to an Indian lady and she didn't even argue with me she just said the money would be refunded to me next month.. I'm even more confused now. Am I going to have to go through this rigmarole every time I get a bill I wonder.