BT Phone Rental

nabberuk_2

I've recently been helping my mother sort out her finances to see if i can save her some money.

I looked at her BT phone bills and noticed she was paying £1.15 per month for the rental of q corded phone. Well she's not had a corded phone for years so i thought i'd investigate this.

Turns out she's been paying BT this rental fee since 1996!!!!

So for a £15 phone, she's paid £220!! I'm absolutely livid about it, i can't help but think BT have taken advantage of her for around 17 years.

I complained to BT and this very abrupt lady got back to me (i managed to remain calm and speak nicely) and said it's my mothers fault for not cancelling it and so they'll do nothing about it.

I can probably guess she doesnt have a legal leg to stand on and i understand BT are a business trying to make money. But i just can't help but feel they could of contacted her to say "hey look, you still have this on your bill".

I left it with BT sending us written conformation which we can take to the ombudsman if we want. Is there much point in us doing that though? i suppose from a legal point of view BT have done nothing wrong.

spyhunter

They did Contact her. Everytime the bill was sent. If the rental phone was no longer required its up to the bill payer to cancel it.

macman

How exactly were BT to know that she no longer had the phone?

nabberuk_2

macman wrote: »

How exactly were BT to know that she no longer had the phone?

Isn't it common sense that someone wouldn't keep a phone for 17 years, i'd understand if they offered to replace it every 5 years or so.

If i hadn't noticed would they of just kept milking it for another 17 years without saying "hey, look, your phone is xx years old. we can send you a replacement if you want"

I'd expect more when dealing with the elderly.

Heinz

nabberuk wrote: »

I'd expect more when dealing with the elderly.

A moot point.

Howevever, how was BT to know she is elderly? 17 years after I first has a BT account, I was 35.

nabberuk_2

Heinz wrote: »

A moot point.

Howevever, how was BT to know she is elderly?

They have her DOB on her account.

Cycrow

nabberuk wrote: »

Isn't it common sense that someone wouldn't keep a phone for 17 years, i'd understand if they offered to replace it every 5 years or so.

If i hadn't noticed would they of just kept milking it for another 17 years without saying "hey, look, your phone is xx years old. we can send you a replacement if you want"

I'd expect more when dealing with the elderly.

the bill was most likly done automatically by the computer until told otherwise, computers dont use common sense to adjust bills. They do exactly what they are told

nabberuk_2

Cycrow wrote: »

the bill was most likly done automatically by the computer until told otherwise, computers dont use common sense to adjust bills. They do exactly what they are told

I'm aware of how a computer operates, there pretty dumb but really good at following instructions. Instructions that the owners give them. i.e BT in this case.

Ypaymore

nabberuk wrote: »

But i just can't help but feel they could of contacted her to say "hey look, you still have this on your bill".

and where does it stop eg would you have them say hey do you need the evening and weekend calls.Be realistic.

nabberuk_2

Ypaymore wrote: »

and where does it stop eg would you have them say hey do you need the evening and weekend calls.Be realistic.

i don't think i am being unrealistic. No of course i wouldn't but i'd damn well expect them to say hey, we can see we're still renting you a phone from 1996. Here's a newer model. what would that cost them? £15?

Is it unreasonable for BT not to do that? i don't think so.

Cycrow

nabberuk wrote: »

I'm aware of how a computer operates, there pretty dumb but really good at following instructions. Instructions that the owners give them. i.e BT in this case.

yes, BT would have setup the account with instruction from the customer

If the customer never mentions any changes and continue to pay, why would anyone assume that theres something wrong ?

its upto the account holder to request any changes to the account.