BT Privacy with Caller Display Free for 12 months

Ladybird2

If this is free for 12 months why am I now being charged for it?

For the last two months I have been charged £1.75 despite being assured both months that this was a mistake and I should not have been charged. How can you get to speak to someone sensible at BT?

Is there any way to contact the billing department in the UK? Or someone who can actually do something?

notbritishgas

Did you actually sign up to the 12 month contract?
If I remember right when I did it an order had to be raised.

JJ_Egan

Ladybird2 wrote: »

If this is free for 12 months why am I now being charged for it?

For the last two months I have been charged £1.75 despite being assured both months that this was a mistake and I should not have been charged. How can you get to speak to someone sensible at BT?

Is there any way to contact the billing department in the UK? Or someone who can actually do something?

Use the BT Help page via your account and the Live Chat feature .

Ladybird2

notbritishgas wrote: »

Did you actually sign up to the 12 month contract?
If I remember right when I did it an order had to be raised.

After the first month of being charged for the service I rang BT and was told that I shouldn't have been charged as it was part of my new contract.

I was also told I would be refunded and definitely wouldn't be charged the following month!

Ladybird2

JJ_Egan wrote: »

Use the BT Help page via your account and the Live Chat feature .

Thank you JJ Egan. Does the Live Chat feature get you through to a different department to that contacted when you phone the normal BT number?

I have rung twice about the problem already and although I am assured that I shouldn't be paying and indeed I would even get a refund, the problem persists!

BT_company_representative

Hi Ladybird2,

I'm sorry about the problems with your free caller display service, if you need any help getting this sorted use the contact link in my profile to send over your details. You'll find the link by clicking my username.

Thanks
Neil

Ladybird2

BT_company_representative wrote: »

Hi Ladybird2,

I'm sorry about the problems with your free caller display service, if you need any help getting this sorted use the contact link in my profile to send over your details. You'll find the link by clicking my username.

Thanks
Neil

Thank you Neil. I have sent the details over using the link on the About Me tab. I hope this was the correct one. The link on the Contact tab did not work.

nervousnovice

I have been a victim of BTs policy to charge as much as they can get away with, and have been charged for the 'free' caller display. There has also been some discussion in the Independent on Saturday.

I have tried various complaint routes, all of which take a lot of time.
Almost 1.5 hours on live chat seems to have got agreement from BT to refund my money to me, but I will only believe it when I see it in my bank account. The message is to be persistent, and if you don't get it resolved, use the Ombudsmans Services .

pc1271

Shameful to charge for it when it's generally a free feature on other networks and all mobiles in my experience. It's not like BT is the cheapest provider or anything.

nervousnovice

Update from my last post is that 1 week later still waiting for BT to give me my money back. On the back of this, I checked my Mothers BT account (she has been a BT customer for 50 + years), and surprise surprise, she is also being charged for 'free' caller display. Another 20 minutes on the phone and finally got agreement that my Mothers money would go back into her account within 5 working days, but I am not holding my breath.

One thought, is if you use 'Live Chat' (which is simply an email exchange) you can ask BT for a transcript - which they sent to me as an e-mail, or you can just copy and save into a word type document. Might be useful if you end up with the Ombudsman.

JJ_Egan

Live Chat advantage is its replied to in English though the CS may not have English as a first language .