BT Billing complaints

sece11

massively unhappy with the way BT have charged my parents (now both pensioners and retired and in debt) for the last umpteen years for the Basic Value Plan. I can see from reading various forums that this 'plan' has been discontinued for years and it should be up to my parents (not BT???) to cancel unwanted packages.

I cannot understand how BT can be allowed to operate like this. Their Billing is very complicated. To a retired pensioner it may as well be written in Chinese. Additionally my retired Dad spends a lot of time on the internet for which he was being charged a huge amount £1 per Gb for exceeding his 'allowance' on the broadband package he was on. he has now been forced to go onto the option 3 to have a 'unlimited' amount of download allowance....

I am also in the process of writing a formal letter of complaint to BT - I expect that one of the "BT company representatives" may read this post and reply. I look forward to it!

from anyone else out there with similar experiences, I would love to hear your advice...thanks.

loudoc

My brother has been having the same problem with BT charging a massive amount for broadband. He signed up to a 20Gb package which has now been reduced to 10Gb without notice so there is an additional 10Gb he should have but is having to pay extra for. He is in the process of trying to see if the contract term below can be used to exit the contract without penelty. However with the only phone contacts India based it is very difficult to get hold of someone that you can understand that can also understand you. If he is not able to get out of this contract he may have to upgrade like your parents to the unlimited package but this really does amount to blackmail by BT. Now your parents have changed I doubt that they will be able to use this clause though. If you can get hold of a UK based number for BT that would be your best bet at getting someone that actually has any power over these things.

Good luck, BT really are a shocking company offering poor service at rediculous prices praying on the vulnerable.


If we make a change to the price or the terms and conditions of a service which is to your material disadvantage, you will not have to pay a charge if you decide to end that service early, unless the Tariff Guide says otherwise. However, once we have told you about such a change, you must let us know that you want to end that service within 10 days. This agreement will continue to apply to any other services that are not affected by any changes that we make.

sece11

loudoc wrote: »

My brother has been having the same problem with BT charging a massive amount for broadband. He signed up to a 20Gb package which has now been reduced to 10Gb without notice so there is an additional 10Gb he should have but is having to pay extra for. He is in the process of trying to see if the contract term below can be used to exit the contract without penelty. However with the only phone contacts India......

cheers - i went through this myself around a year ago. sent Cust services a stinking email saying how unhappy i was. after quite a while someone replied, then rang (from the UK - i now have the unlimited pack but get a £3 per month discount!) this is what i am doing with parents account now.

macman

Sorry, but it's not BT's responsibility to advise you what tariff to go on, it's the customer's job to choose what is best for their particular circumstances, which BT cannot possibly know. No different with any utility, would you expect your gas or electricity supplier to do this?
His best bet is to switch ISP to a decent and more economic one and maybe just leave line rental with BT to keep his future options open.
www.samknows.com will give him all the info he needs, just do an exchange search. If he spends a lot of time on the net then I'm sure should have no problem finding a better option and doing the switching online-which will also give him cashback bonus with most suppliers.

BT_company_representative

Hi sece11,

If you can email your parents' account or telephone number and a link to thread I can look into this issue for them (provided they're happy for you to forward them to us!) You can get our email by clicking on my profile.

loudoc the same goes for you, forward your details to me and I'll get back to you.

Thanks,

Stephanie

LegalBlonde

BT Company Representative are you able to help me with a query??? I have already tried @btcare on twitter with no joy. and oh when i phone (from a mobile as i have been CUT OFF) the office is closed for bank holiday. so why they chose to cut me off today i do not know. i paid £93 a month in April and May and then started getting charged 3 months in advance, told them I could not do this and wanted to pay my original £43 a month. No response then a bill for £295!!!!!!!! God knows how many months in advance. Tried to phone couldn't get through. Letter said if you don't pay, we will charge £7.50 late fee on next bill. I thought ok I will get this sorted but worst case scenario is £7.50 and then today with no warning whatsover PHONE CUT OFF ON BANK HOLIDAY. I can't contact my family, had to go borrow a mobile to ring you only to find out you are closed today by you I mean BT of course. Sorry for the rant, I am usually quite articulate but I am so WOUND UP. Hopefully I will get a better answer from you than @btcare on twitter.
Thanks

BT_company_representative

Hi LegalBlonde,

Sure thing, please email in your account details and forum username (or a link to this thread) via the email address registered on my profile and I'll get back to you.

Stephanie

LegalBlonde

thank you i have emailed you

LegalBlonde

Hi Stephanie I hope you got my email, I know there is a lot of info but hope you can help. Thanks

sece11

BT_company_representative wrote: »

Hi sece11,

If you can email your parents' account or telephone number and a link to thread I can look into this issue for them (provided they're happy for you to forward them to us!) You can get our email by clicking on my profile.

loudoc the same goes for you, forward your details to me and I'll get back to you.

Thanks,

Stephanie

email sent, thanks.

Jucky_Mucky

Since last year I do not understand this bad customer service of BT