BT overcharging paperless customers

dieselglider

Just checked my parents (14th) May bill, and the £1.07 'Paperfree bill discount' is shown for March through to July.
It was actually the May to July discount which struck me, I thought we were billed in arrears.

topherxp

YoungNick wrote: »

It isn't rental of any physical object.

So your don't rent and physical object off the gas, electric and mobiles companies either then?

System

dieselglider wrote: »

the £1.07 'Paperfree bill discount' is shown for March through to July.

Weirder and weirder! The £1.07 should start on 1 April.

dieselglider

YoungNick wrote: »

Weirder and weirder! The £1.07 should start on 1 April.

As well as my parents bill above, my own bill dated today (26th);

• Discount for paperfree billing Jun 2008 -1.070

• Discount for paperfree billing May 2008 -1.070

• Discount for paperfree billing Apr 2008 -1.070

• Discount for paperfree billing Mar 2008 -1.070

• Discount for paperfree billing Jul 2008 -1.070

I suppose if they've made a mistake, it will be rectified next quarter.

jonbob

YoungNick wrote: »

BT have now admitted that to me that the error is widespread. I still predict that it affects all customers on quarterly bills who have opted for no paper bill, and get their quarterly bill in May. If you are on monthly bills, topherxp, that would explain why your bills were right. Yes, I know that in BT-speak it's a 'rental' of £11.75 with a 'discount' of £1.25. But there's no reason why real people should buy into this marketing-speak. It's a minimum charge of £10.50 for access to the network (not 'rental' of some copper wire, for heaven's sake!), plus £1.25 if you want a paper bill.

Has anyone seen BT acknowledge this error anywhere?
I E-mailed Cust Serv, asking for explantion from BT accounts area, only got 2 fatuous replies from CS agents trying to justify (based on their somewhat limited understanding of the question!!). They did not appear to be aware, or else keeping quiet.. about it.

jonbob

Has anyone seen BT acknowledge this error anywhere?
I E-mailed Cust Serv, asking for explantion from BT accounts area, only got 2 fatuous replies from CS agents trying to justify (with their somewhat limited understanding of the question!!). They did not appear to be aware, or else keeping quiet.. about it.

sussex_2

My bill only includes 50p per month paperfree discount for the period April 1st to June 11th when it should be £1.25 per month. I have been overcharged £1.77 (ie, 75p per month as YoungNick points out). I suspect this is a consistent error in the way bills have been calculated. Everyone who has changed from one BT call plan to another which has a higher paper-free discount may have been overcharged, but many are unlikely to notice. (It's easy for me to work out what the bill should be because the line rental after discounts should be £10.50 per month at all times before and after April 1st).

littlemissmoney

Thanks so much for pointing this out :T I've just got my bill today and have been overchanged by £1.50. I wouldn't have noticed if I hadn't read this thread. I assume people next month will be overcharged by £2.25 :mad: Now all I have to do is make BT understand...

littlemissmoney

Wow. I just used BTs online real-time assist to have an MSN type conversation. They said they will credit my account with £1.50 and write to confirm that within a week. I'm amazed... considering my previous dealings with BT! Thumbs up for the online assistants!

littlemissmoney

jonbob wrote: »

Has anyone seen BT acknowledge this error anywhere?
I E-mailed Cust Serv, asking for explantion from BT accounts area, only got 2 fatuous replies from CS agents trying to justify (with their somewhat limited understanding of the question!!). They did not appear to be aware, or else keeping quiet.. about it.

Chat real time to an online assistant! They sorted by refund out within minutes.:T