BT Over-charging

3 Posts

in Phones & TV
Back in Sept2020, we upgraded our broad band package; we hadn't expected BT, during this change, would also remove our free unlimited calls for our landline telephone - we thought we were only changing broadband! Luckily we spotted this change on our bill, only a week or so later; and raised this issue with BT, who said they were going to change us back to unlimited calls and sort this out - there was no explanation at the time from BT. for us being put on Pay as you go charges, and losing unlimited calls (is this a regular occurrence with BT customers?). The BT fault was closed at the time (Sept) and we thought nothing more of this....until!
Last week we realised our bank a/c was overdrawn, our normal BT monthly direct debit bill of £77.50, had increased to £338; it transpires, BT had forgotten to make the change, in September2020, back to unlimited calls; in all our qtrly bill up to Dec2020, had been over charged by ~£612. We raised an indemnity claim with our bank to stop payment.
We've had to go back to BT a further 2 times to now (hopefully) get this now sorted - watch this space, as we're yet to see the promised telephone/verbal message, change our on line payments beyond Dec2020! During these 2 extra calls, we also found out BT had closed their VOL013 fault no. for our complaint; they thought after the 1st call, it had been sorted; never having made the promised follow up call to check with us, or to check their system notes for the fault/complaint!
Lessons - its always worth checking your on line bills, especially when changing your package for broadband/phone; had we not spotted the over drawn a/c we might have got even more in debt. What is also slightly worrying, nothing flagged up on the BT side, our bill moving from £77.5 to £338 did not rate any special warning - is this fair/expected.
The BT fault recording system from Sept 2020 had not been filled in by their operator, this only came to light after we asked them what had been recorded their end for Sept 2020 - BT have not owned up about failing to do their job; their on line system makes a mockery of the customers and their rights; worse/more so when its their fault, to find no record on their system; are they checking their workers; if not who is? Keep extensive notes on all your fault/bill, etc calls to BT!
PS I've just found out a similar evidence failing, regarding a separate BT complaint regarding poor broadband connection, I had with the ombudsman; I received an email message on my old computer, saying that the ombudsman had deleted my evidence files/notes regarding multiple BT faults that I'd sent to them, without them even being opened/read....this was done some months later, when they thoughts I wouldn't notice; seems the ombudsman is doing the same as BT!!!
Last week we realised our bank a/c was overdrawn, our normal BT monthly direct debit bill of £77.50, had increased to £338; it transpires, BT had forgotten to make the change, in September2020, back to unlimited calls; in all our qtrly bill up to Dec2020, had been over charged by ~£612. We raised an indemnity claim with our bank to stop payment.
We've had to go back to BT a further 2 times to now (hopefully) get this now sorted - watch this space, as we're yet to see the promised telephone/verbal message, change our on line payments beyond Dec2020! During these 2 extra calls, we also found out BT had closed their VOL013 fault no. for our complaint; they thought after the 1st call, it had been sorted; never having made the promised follow up call to check with us, or to check their system notes for the fault/complaint!
Lessons - its always worth checking your on line bills, especially when changing your package for broadband/phone; had we not spotted the over drawn a/c we might have got even more in debt. What is also slightly worrying, nothing flagged up on the BT side, our bill moving from £77.5 to £338 did not rate any special warning - is this fair/expected.
The BT fault recording system from Sept 2020 had not been filled in by their operator, this only came to light after we asked them what had been recorded their end for Sept 2020 - BT have not owned up about failing to do their job; their on line system makes a mockery of the customers and their rights; worse/more so when its their fault, to find no record on their system; are they checking their workers; if not who is? Keep extensive notes on all your fault/bill, etc calls to BT!
PS I've just found out a similar evidence failing, regarding a separate BT complaint regarding poor broadband connection, I had with the ombudsman; I received an email message on my old computer, saying that the ombudsman had deleted my evidence files/notes regarding multiple BT faults that I'd sent to them, without them even being opened/read....this was done some months later, when they thoughts I wouldn't notice; seems the ombudsman is doing the same as BT!!!
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On Tuesday 9th March I rang them to cancel BT Sport, that went fine and I had an email confirming.
This morning Thurs 11th March I had an email saying, "We're sorry but we need to change your recent order.... Your broadband start date is changing from 9th March to 10 March".
BT.... Sighs.....
BT changed with no notice from 1 Sep 2020
Unlimited Anytime Calls Add-on (£10.11/month)
to Unlimited Minutes Add-On (£14.61/month)
Just spotted this after change in Oct 2020 bill.
Resolved by removing the Add-On & cost as don't really need, don't make enough calls to justify cost
and getting £26 credit to account after number of arguments early Jan 2021.
I get Free ADSL Broadband Unlimited from BT.
Obviously if someone was unaware of this change and continued to make what they thought were inclusive calls , when they were no longer included, could be in for a nasty surprise when the bill arrives, it then becomes wether sufficient steps were taken by BT to advise the customer of the change and that’s a subjective opinion .
As far as the OP, the terminology is misleading, reporting a fault isn’t the same as a billing issue....a fault is something like ‘No dialtone’ or broadband slow or not working, a billing issue where a customer believes they have been overcharged isn’t ( IMHO ) a ‘fault’ in the accepted sense , and could well lead to the wrong department dealing with the complaint, if someone states ‘I have a fault’ , rather than ‘my bill is wrong’
My initial complaint was also closed by BT without giving any reason. I had to ask for it to be reopened.
I feel that I have been treated very badly by BT, especially coming on the back of the recent case of overcharging pensioners for landlines.