BT charging for phone book entry we don't want and won't refund...

thistledome

Hi all

At the end of my tether with BT. On our January 2012 bill we were charged £14 for a phone book entry we didn't want or ask for. We just pay our bill by DD and didn't even notice this charge (online billing, which I stupidly hadn't checked).

February we were charged 4.59 for phone book entry and this time I had noticed it and phoned them to say we didn't want it and hadn't asked for it and wanted a refund. They said they would refund us.

Every month since then has been the same - they charge, we phone and they promise to refund but don't do it.

Latest bill came today with a refund of 15p on it but a charge of 21p and £6.50 for phone book entry. I phoned them again and was told their systems are down and to call back later.:mad:

I'm about to write them a letter and see if that will help, as these Indian call centres will just agree to do something to get you off the phone IMO.

Does anybody know why we've suddenly been charged for phone book entry? Is it happening to everyone? :huh:

Buzby

Phone book entries are free, unless you have asked for additional description details or bold face type. If so, this has to be requested and the order is placed. They do not simply add fees for a Directory feature, but the fact you didn't notice because you pay by DD is perhaps noly part of the story, it is also shown on your bill and itemised so you couldn't have been looking at that either.

There is a minimum period for a directory feature, so providing this has been met it is easy to cancel, but trying to get your money back will be problematic as the service has been supplied.

What feature did they provide?

thistledome

We didn't notice because we had online billing and hadn't looked at it.

We've never asked for phone book entry and never had it charged to us before January's bill, so why wouldn't they refund us? It is clearly a mistake on their part.

Not sure what you mean by feature? The exact wording on the January bill was:

Ordinary Typeface Special Phone Book - 31 Oct - 1 Jan
You added your Ordinary Typeface Special Phone Book Entry - so this is the charge for it.

Then they had exactly the same wording but for 2nd Jan to 1 Feb and a further charge for that.

Really have no idea why they think we ordered this, as we didn't.

Thanks for your reply, btw.

macman

http://www.bt.com/pricing/current/Exch_Lines_boo/2-0009_d0e5.htm

POPPYOSCAR

When we had charges applied to our bill that were not ours BT finally agreed to look into it.

They cancelled the DD and told us to pay the amount less the other charges( which we did online)and these were then put into 'dispute' until it was sorted out.

thistledome

macman wrote: »

http://www.bt.com/pricing/current/Exch_Lines_boo/2-0009_d0e5.htm

From your link:

"If BT accepts the customer's application for a special/additional entry, the following conditions apply:
i. The entry will appear in the next issue of the telephone directory.
ii. Rental for the entry is payable on the first day of the month of its publication.
iii. Either BT or the customer may at any time give to the other written notice to withdraw the entry.
iv. Rental for the entry ceases to be payable on the first day of the month of the next issue's publication."

See bold above, we didn't apply for a special phone book entry, or indeed, any phone book entry. However, it seems that they will only accept written correspondence on this subject, so calling their Customer Services is futile. I'll write.

macman

Or send a message via your online account.

Horseunderwater

Assuming that 2 x 1/4's ago your new Directory came out, it would seem to suggest that prior to this time, someone spoke to BT by phone or emailed them in some way and as seems usual mis heard/read whatever what you wanted done or added in a little commission for themselves! Had this happen myself when I was migrated onto new account system. All my old cancelled services suddenly came back live and I got some horrendous charges one 1/4 of over £190 (normally was £50). So rang up and was assurred it would be sorted by next bill. Meanwhile I had to pay it. Did not like that idea, but then I used to pay by manual S/O (bill payment), so in my case I could stop payment and not have DD's involved. So I rang them again and asked to speak to someone who understood english as the person in India clearly did not. They took my details and 1/2 hour later somebody in Ireland rang back and said he'd had a look at the mess and could see why I'd be complaining. He said I will sort it out and get back to you. Hopefully it will be today. Took him 3 hours to sort mess out, but sort it he did. Bill went down to less than £80 for that 1/4 and £40 for next one, so back to normal amounts and that was when calls were on it.
I would for now cancel DD with bank and explain in writing to BT why you are doing so and that you are not prepared to reinstate DD until the mess is sorted and tracked down to why they thought you'd want this enhanced Directory entry in 1st place. Perhaps they could tell you to who they spoke and the date the order was taken. It might be that someone has indeed requested this order, but that wrong account details were entered and it ended up on yours. Human errors can and do happen in data entry.