BT Privacy with Caller Display

Twisted_Cherry

I was aware of these charges, before I even switched over to BT in December!

pdslhy

ripped_off_and_fed_up wrote: »

I agree. Check your January bill very carefully. As I paid for a year's line rental in advance to save money, I was extremely surprised to find that they have charged an extra £3.70 for line rental in the Jan 14 bill - for line rental. This was justified on the bill by a series of strange refunds and recharges that appeared to add up to zero. I e-mailed customer services because previous experience has taught me that it is wise to have proof when you are dealing with BT. Received an automated receipt to say that they would be in touch within 24 hours - or maybe 48 - or maybe longer if they were busy. 24 hours later, I got another automated message telling me to check the web page for help.
Now I've been here before with BT and I still had their complaints address from the last few times. So I sent this (you might notice that I was still a bit annoyed):
As you clearly have not even bothered to read my original message, I now want to escalate this complaint. Is this what passes for customer service in BT? Do you honestly think I have not looked at you on line support services? Or did I miss the bit about getting a refund on an overcharge? How dare you send me an automated response to follow an another automated response? What a lazy, useless way to run a customer service department. Please be assured that I will not hesitate to take this matter to the ombudsman if this matter is not resolved Quickly.
I got this in reply:
I am very sorry for the recent problems you have experienced with your billing. I called to apologise in person and inform you that I have amended your billing but you weren’t in. I have credited your account with the £3.70 as your Line Rental Saver is still active. This is a billing error generated by the price changes on the system.

I am really sorry for the automated responses you received and I shall feedback your discontent and make sure this is something that doesn’t happen in the future.

Please accept my sincere apologies for the inconvenience caused and thanks for getting in touch.

Result! But it should not have to be this way and I wonder how many other people have not noticed this.

Similar story to mine, which is even worse: I have no Caller Display and been charged for the service despite I signed a new 12-month contract. I received two automated responses as well. I have made a formal complaint to BT.

BT_company_representative

Hi nonnatus,

I am sorry that you have had trouble calling in. I'll be happy to help you out with this.

Could you drop me in an email please using the contact link under my profile?

Cheers

Craig

roxy28

I have also recently received an automated response which in no way answered my problem.
Complete utter disregard for the paying customer.

ripped_off_and_fed_up

Hi! I contacted them originally through the "contact us" part of their web page. They wanted my account number (on the bill) and I think they wanted the telephone number. You will get an automated response which should have a complaint number on it. If you get an automated message after that -and that is very likely, try sending the complaint to residential.services@bt.com with Complaints - [Incident: insert the complaint number from the first message here] in your subject line. Worked for me. Best of luck.

James_N

I have these 1571 charges on my January bill - with definitely NO pre warning from BT. I had however read the advice on the Money saver newsletter and TRIED to cancel the 1571 and caller display online - clearly to no effect.
I could bore all with the trouble I had when calling to resolve this - needless to say several phone calls later, ages spend in the depths of automated systems and two useless live people later I am no nearer a solution. The first one "could not" help with bills because I had apparently selected "ordering a new service", and the billing person first of all took it that I wanted to cancel my (12 month) contract early. And after that was explained still would not agree to cancel the 1571 from that point on, even leaving out the payment on the current bill. Further than that, the fact I hadn't been informed was questioned.
Apparently I am waiting on a call from a "resolutions team".
A poor show all round and one that does not endear me to BT - an official complaint will be going in.
BT is a terrible company to deal with, seemingly feeling that they are unaccountable.

gardner1

James_N wrote: »

I have these 1571 charges on my January bill - with definitely NO pre warning from BT. I had however read the advice on the Money saver newsletter and TRIED to cancel the 1571 and caller display online - clearly to no effect.
I could bore all with the trouble I had when calling to resolve this - needless to say several phone calls later, ages spend in the depths of automated systems and two useless live people later I am no nearer a solution. The first one "could not" help with bills because I had apparently selected "ordering a new service", and the billing person first of all took it that I wanted to cancel my (12 month) contract early. And after that was explained still would not agree to cancel the 1571 from that point on, even leaving out the payment on the current bill. Further than that, the fact I hadn't been informed was questioned.
Apparently I am waiting on a call from a "resolutions team".
A poor show all round and one that does not endear me to BT - an official complaint will be going in.
BT is a terrible company to deal with, seemingly feeling that they are unaccountable.

cancelled 1571 and caller display last week but they still showed up on jan bill as advance charges
went on live chat and was told caller display is free because I have a current line rental saver up to june this year

does not help the fact that every time you go on it a different non English speaking advisor from india tries.....but fails to resolve problems
come june it will be bye bye BT

Quentin

gardner1 wrote: »

went on live chat and was told caller display is free because I have a current line rental saver up to june this year......

He mislead you.

LRS does not include caller display.

gardner1

Quentin wrote: »

He mislead you.

LRS does not include caller display.

that's what I thought...but I have a copy of the online chat so could be interesting

"ah I see you have lrs till June in which case caller display is free but 1571 is still chargeable"

Quentin

He has made a mistake, that's all!

It confirms what we hear so often - BT's first line customer service are poorly trained (and probably poorly paid too)