BT Billing complaints

LegalBlonde

Bt Company Rep, I emailed you last night and am so disappointed to come home after a full working day to no response. @btcare have replied on Twitter, but have given me the same email address you did. So I have resent it. As I stated in my resent email, it is great BT are using social networking and forums but if you don't respond to queries when I put the effort in to explain them to you, it really does dishearten me and frustrates me more, bearing in mind the whole issue is that my landline is disconnected, and won't even let me ring BT!

LegalBlonde

BT Company Rep I look forward to hearing from ONE of you ASAP even if it is just to say you can't help or to give me a number my phone will let me ring!!! 24 hours in and this is pretty tortuous now!

Gwyndster

Does anyone on here understand the BT call pricing structure?

I'm on the anytime plan, with additional mobile phone package and as I understand it, the first 60 minutes of a national landline call are free, and then after 7pm you pay 1.5 pence per minute. If so, how can a 1:41:38 call at 9pm cost £2.27? shouldn't it be either 61.5p (assuming first hour is the free bit) or £1.515 (assuming the first hour wasn't counted).
I spoke to a manager at the Indian call centre about it and she swore blind that the first hour was free and that the 41 minutes came to £2.27, which is 5.5 pence per minute.

Any suggestions gratefully received, I'm now trying to work out how I can recheck all my previous bills.

loudoc

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

E.mail sent to btcare@bt.com as could not send message to this profile is that where you want the email to be sent?

macman

Gwyndster wrote: »

Does anyone on here understand the BT call pricing structure?

I'm on the anytime plan, with additional mobile phone package and as I understand it, the first 60 minutes of a national landline call are free, and then after 7pm you pay 1.5 pence per minute. If so, how can a 1:41:38 call at 9pm cost £2.27? shouldn't it be either 61.5p (assuming first hour is the free bit) or £1.515 (assuming the first hour wasn't counted).
I spoke to a manager at the Indian call centre about it and she swore blind that the first hour was free and that the 41 minutes came to £2.27, which is 5.5 pence per minute.

Any suggestions gratefully received, I'm now trying to work out how I can recheck all my previous bills.

Why didn't you just redial after 59 minutes?

Heinz

macman wrote: »

Why didn't you just redial after 59 minutes?

Sometimes, the simplest solutions are the best!

LegalBlonde

BT call rep, well I am off to work for another day where I can't access internet so I really hope I have an email from you when I get home, I cannot contact any friends or family and other problems mentioned in my email due to phone being cut off with no warning and I look forward to hearing from you ASAP, you have told me both here and on twitter to email you which I have done.

Gwyndster

macman wrote: »

Why didn't you just redial after 59 minutes?

My wife has a chronic pain condition, the medication she takes means that she doesn't always remember to set an alarm when she makes a call.

I think that I have solved mine, the lady in India told me calls after 1 hour were 1.5ppm, in fact they are 5.9ppm.

If I could only get sense why my bill says that the cost of my calling plan (which includes line rental) is £18.78 a month, but the calling plan and features section states:
"Your Calling Plan and Add-ons
Unlimited Anytime Plan

Unlimited UK landline calls any time of the day plus Friends & Family Mobile rates to UK mobiles – only 7.2p a minute. Only £4.99 plus £11.54 line rental a month. 16.53
Friends and Family Mobile

Save on call rates to UK mobiles from your BT landline throughout the day – now only 7.2p a minute all day, every day. 0.00
Total monthly charges are totalled for your products above as follows: 16.53"

I'd be really happy, for there are no other charges listed.

Note to the customer service rep, the staff in India may be able to speak English, but they:
1: Don't understand a Welsh accent and
2: Can't count. Last night the manager swore blind the call charges made sense at 1.5ppm, this afternoon the person I spoke to explained the £2.25 a month difference by an 80p one off charge in March (for January, which is nothing to do with my June bill) and the £3.75 a quarter paper billing refund. I can no longer be bothered to try arguing with them because they just don't listen, they come up with an answer, any answer and if you disagree they just keep repeating the answer.

Can anyone recommend a phone company with a British based call centre? I don't care if it costs more, it would be worth it for the time I'd save trying to make sense of the bill.

sece11

had a fairly decent response from BT Cust Care advisor. So i would consider this a result.

first positive for me from MSE - thanks everyone.