Need help understanding my bill

wickywills

Hello - hope someone can help,

I have been with BT for quite a while, and have been on an 'unlimited' broadband package for well over a year. When I took out this broadband package, there was very little debit on my account (like £8 or so). Monthly payments for this package were £35, and given that it is an unlimited package, my bill should not go up no matter how much I use (I have never used my phone line for anything other than broadband).

However I just logged into my account to find that my monthly bills are now going up to £59 and that my account is £91 in debit! How is this possible if I am on an unlimited package?? I have gone through my bill and nothing seems to add up correctly - not to mention it is confusing as heck!

Is there anyone here who would be able to help me understand my bill if I were to send it over or something? I'm just not sure what to do, as I just can't afford an increase of this much, and just get stuck in an automated loop when I try and phone BT!

Many thanks
James

BT_company_representative

Hi wickywills,

I'm sorry for the confusion with this. We'll be happy to help explain the charges on your bill.

You'll find the link to get in touch with us in our public profile.

Thanks

Robbie

wickywills

BT_company_representative wrote: »

Hi wickywills,

I'm sorry for the confusion with this. We'll be happy to help explain the charges on your bill.

You'll find the link to get in touch with us in our public profile.

Thanks

Robbie

I have already used that contact form. I was earlier today called by a BT representative (who was very hard to understand!), and was cut off half way through the call. I tried to call back but just get stuck in an automated message loop.

Also, I clearly stated in my original message to only be contacted by email, so why was I then phoned? Any further suggestions??

wickywills

Never mind, this has finally been resolved and my monthly payments have been reduced. Still, awful service from BT!