Help bt quarterly Bill?/Big BT vent..sccccreeam

hollydays

If a person sets up a direct debit with bt,would they not be sent a monthly bill? One of my family has just done this and has recieved their first bill,with just about every error imaginable plus billing her for three months line rental.Is this correct.She was expecting to pay monthly,and also paid a £25 depost which she was told would be taken off her bill,but has not been.She has very little money and this has come as a shock.What should she do?

gt94sss2

It doesn't matter if one chooses direct debit or not - to how often they get the bills.

BT offer both monthly or quarterly billing.

If your relative is on quarterly billing she can call BT and swap to monthly billing where they will get bills monthly and only need to pay line rental monthly in advance as well.

Also, if one pays by Monthly Payment Plan, rather than the normal direct debit method then BT will estimate the cost/month and take it in installments (like utility companies)

Regards
Sunil

hollydays

She did choose monthly direct debit-she gave them her bank details.She also has very little money so someone else is paying her line rental to help ease the financial burden.
She chose option 2 but they have now billed her for option 1 plus call charges.She was told there was a special offer on option 2-£1.45 per month for the first year.
She has also been billed for a payment processing fee-£5 ish i think.
She got so worried about the other £7.50 they say they will charge her if late,she payed it all,at a post office i think.

I know that she set it up all correctly because I helped her.I think they will not deal with me because they will quote data protection.
She has had a bereavement,she is very young,and cannot handle all these problems.

I originally started a thread called-big bt vent coming up-but never posted my vent-I just couldnt handle them anymore.


THE BIG VENT!!:

That vent would have been about how they organized to set up a line,and never did so.She had a relative who had a terminal illness and was just 2 or 3 days off death, so having a landline was one thing her family could do to make her life easier at that time.She didnt tell bt this when the line was booked-she believed they would set the line up.When they didnt,(she later found out it was because they never asked her for a deposit) (they later took a £25 deposit payed for by a relative and was told it would be taken off the bill-but it has not either)and didnt bother to contact her,she spent 3 hours on the phone being passed around bt to mostly wrong departments .

(They actually called her back and still put her through to the wrong department .The line was once a business line and operators kept misreading this and putting her through to the business departments also).

Despite her explaining that installing the phone within 24 hours now would probably be too late-as the person was about to die-and after all they had made the mistake) they showed no interest in getting this urgent problem put right.She was treated like just another subscriber.At one point at 3pm after she had been on the phone or 2 hours they said if only she had rung the before 3pm they could have sorted it out the same day, said it was her fault for not ringing them sooner.
As you might imagine having to spend 3 hours on the phone when you are waiting for news of someone close about to die is a situation no one wants to be in.

I am so knackered with trying to help her deal with them-and the thought I am having to do the same today.I am also aware that by paying it she might be almost saying this is the way she intended to pay,and that these are the services she requested (she didnt).

Your thoughts on this please...sorry if this seems like a whinge-but it has had an impact.

jamiestoddart

they've just done exactly the same thing to me!

BritBrat

Send Ben an Email asking for help.

BT CEO Ben verwaayen
[EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL]

He normally responds very quickly and the following day you will get a phone call.

hollydays

I emailed him about the first part originally from that link-twice-had no reply

Drunkstar

Hollydays, if you have the account number then they wil deal with you, the only thing (justabouts) they wont do is read you teh DD details or provide a MAC.

hollydays

Thanks drunkstar-rang the standard number-they assured me they would return my call and sort it out by 1.30 today.
Still waiting.5pm

louisehj

gt94sss2 wrote: »

It doesn't matter if one chooses direct debit or not - to how often they get the bills.

BT offer both monthly or quarterly billing.

With BT, you must have a dd set up to have monthly billing. If you have a dd with monthly bills and cancel the dd you will be put back on quarterly bills.

HTH
Louise

denise38

COuld this ben person help me. I won't bore you with the details but I have spent 24 hrs on hold or being transfered to every department but the right one regarding a home move which went wrong. Was assured I could keep my no but this hasn't happened. A lot more complicated than that but I have raised 2 complaints on the phone and one on line and am still waiting for someone to contact me.

Heinz

denise38 wrote: »

COuld this ben person help me. I won't bore you with the details but I have spent 24 hrs on hold or being transfered to every department but the right one regarding a home move which went wrong. Was assured I could keep my no but this hasn't happened. A lot more complicated than that but I have raised 2 complaints on the phone and one on line and am still waiting for someone to contact me.

Give him a try - ben.verwaayen@bt.com