bt mobile bill over £600 for 3 days Help thought we were on unlimited!!

wilsoncrew

We have just sent the following message to bt please help!!
We have just sent this to BT can anyone help?:eek:

Hi my wife Janet phoned you as we were under the understanding that the mobile phone we had from you was on unlimited internet and had a bill for around 4 days usage £645.69 This cannot be and she is now making herself ill with worry. Just to point out she was in the phone for over an hour on Thursday the 27th and was promised a call back on the 28th at 6 o'clock, this never happened, so she phoned back on 28th to be told the systems were down and to phone back Sunday teatime , the lines were closed then, she then was one the phone last night (31st January) for 90 mins . spoke to 4 different people who all looked at the bill and passed her on to someone else. then when she asked to speak to someone like a supervisor woi could reduce , they said they were going off shift now and would phone her back at 6.30 pm tonight- guess what no call was received. when did internet cost £3.36 a minute ? My wife is not sleeping at night and is making herself ill. PLEASE sort it out.

jenniewb

Wow that is a high bill and I can understand why your wife is very worried.

First of all, try to think: why did you think the internet was unlimited? were you told that/given paperwork to state this? if anyone told you try to remember names and dates and if needed, places (ie if you were in a shop or similar).

Next call them up, set aside day time hours to do this when you have the time, whoever you speak to, get their name and as much detail as you can- this they say wont be needed but if they do reassure you by saying they will reduce the bill for example, it can be helpful to refer back to them having said this.
When you call, I'd advise enquiring about the bill first: why is it so hig, where the misunderstanding happened/error happened and why it happened, whose error it was before asking for a reduction- it could be their error- you don't know until they have explained themselves.

If you do arrange something and some form of a payment plan you are happy with, get it written up by them on paper and mailed out to you.

If you are not happy with their answers or feel they have made an error they are not owning up to, contact their complaints department, consumer rights and also the CAB. The CAB will not be specailists in this area at all but they are very helpful for moral support if your wife is feeling too worried to think straight (I get like this, the CAB have helped me out alot and for that I am very grateful- I'd very much recommend them for this reason).

I know its easier said then done but try not to worry tonight, there is little if anything you can do and worry will just zap your energy, make it harder to sleep and so give you less sanity when you do try calling the next day. Try to do something else to occupy your mind, a film, a game, a chat with friends or even housework (sad and dull but it works-and you feel better afterwards!). It is resolveable, it can be fixed and sorted, focus on what you want to have happen rather then what you worry about happening.

MrRincewind

Just to add to that, i would remain polite but firm whilst it is being investigated. Don`t call demanding instant refunds and compensation before you know where the blame lays, because if you are in the wrong, you are going to be relying on the goodwill of the people you have been speaking to, to reduce the bill as a GOGW.

JJ_Egan

T&C almost certainly state Unlimited is subject to fair use policy of 500mb - 1Gb per month .

What network is the phone with .
I know my network is up to 25mb per day and over charged at £2 per MB .

Its seems as if the mobile was tethered to use such a high amount of data over such a short period .

Does your network account have a users account page with details of your calls etc .

jje

neas

lololololol the non-unlimited limited.

Wife must've been doing alot of comms as i get through about 500mb in a month on my android phone.

BT_company_representative

Hi Wilsoncrew,

I am sorry for the worry caused to yourself and your Wife as I appreciate your concern receiving a bill for this amount. I'd like to have a look at this to ensure that the charges have been raised correctly as the bill amount seems quite excessive for a 4 day period.

Could you drop me a quick email to the address in our public profile including your BT account information and your forum username? On receipt of this info I'll look into this for you and I'll be in touch with you directly. Could you also include a link to this thread as I may need to refer back to it when I have received your email?

I'll look forward to hearing from you.

Thanks a million

Robbie