BT error - beware

bmtney54

Just received my latest BT home phone bill - online. On Line Saver Rental Scheme - made over 100 calls in the last quarter, only 2 of which were 'chargeable' - i.e.all the others were to landlines in the evening or weekends (therefore inclusive to my scheme). But BT charged ME the £4.50 'Minimum Calls Fee' despite all the literature claiming that your 6 calls /quarter qualify if they are 'chargeable' or 'inclusive' calls.
When I called BT to query this I was glibly told this was 'an error' and I would receive a credit on my next bill (Feb 2012). No explanation offered as to why this occurred.
So if I were you and you too are on the LSR scheme I would check your bill very carefully.

UncleZen

No explanation offered as to why this occurred.

That'll be because the operative on the phone doesnt know what caused it. And even if they knew it would be down in the depths of thier billing system and wouldnt make a lotta sense to someone whos not in their IT team.

You did the right thing in the first place by checking your bill.

BT_company_representative

Hi Bmtney54,

It sounds like you have been charged in error. I would like to take a look at your account to see what has gone wrong. Please could you send me in your details using http://bt.custhelp.com/app/contact_email/c/4950 and I'll look into this for you.

Thanks

Paddy,

bmtney54

Paddy

Thanks for your offer to look at this. I have already requested an explanation from the BT online help-page so will wait on that. The main purpose of the post was to alert others to the fact that errors can and do occur (even when they shouldn't) and to remind people to check their bills. I was also disturbed that I wasn't offered a real explanation as to WHY this could occur and given no assurance that it wouldn't happen again. It's worrying to think there could be many more bt customers in a similar position!
If the help desk are unable to furnish a satisfactory explanation I will come back to you.
Thanks again.