BT overcharging paperless customers

notbritishgas

littlemissmoney wrote: »

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

Just received my bill dated 22 Jun and sure enough they had retrospectively increased the rental for March to May to the new amount but had not increased the paper free discount to the new figure. They did show the new amount of discount for the months June to Aug.
My question to littlemissmoney (or anyone) is how do we access the online assistant, I could not find it on the BT site.Thanks.

System

The 'online assistant' is 'Ask Emma' on the "support and advice" page. Or maybe this will work:
http://help11.creativevirtual.com/BTBot/?JSIN=1

notbritishgas

YoungNick wrote: »

The 'online assistant' is 'Ask Emma' on the "support and advice" page. Or maybe this will work:
http://help11.creativevirtual.com/BTBot/?JSIN=1

Thanks nick, but Emma does not appear to be real time, or am I still doing something wrong?

System

You're right, notbritishgas. Emma is just a robot. But she's the only 'on line assistant' I can find on BT's website. Hope littlemissmoney can enlighten us further!

Smithills

I'm hoping from some help from you guys, as BT are hacking me off! I moved a while ago, and shifted onto paperless billing at the same time. I get billed about the same ££ each quarter and have never bothered about checking my bill- it's always about the same. But thanks to Heinz I've shifted call plans etc and now want to see my bill. But I can't!

My BT account has my old account number on it. I've tried to change it myself- no luck, tried calling the number that comes up, promises from the call centre, but no change. Then an e-mail to customer complaints, which e-mailed me back with a method to change it- still no good! I've tried every which way- deleting old account, adding new account, editing account- all of them are not letting me proceed

I've e-mailed screen shots to the call centre, showing them that it's still on my old account. I'm now getting a bit angry about it- like you all I want to see if I've been overbilled- indeed I want to see my bill full stop :mad:

At what point do I need to escalate it? I've now tried 3 times with the call centre with no luck so I'm inclined to start now. With a letter, in writing, to somewhere in the UK- any suggestions very welcome! Surely part of BT's contract with me is to provide me with a bill, whether electronic or paper....thanks in advance.

notbritishgas

Smithills wrote: »

I'm hoping from some help from you guys, as BT are hacking me off! I moved a while ago, and shifted onto paperless billing at the same time. I get billed about the same ££ each quarter and have never bothered about checking my bill- it's always about the same. But thanks to Heinz I've shifted call plans etc and now want to see my bill. But I can't!

My BT account has my old account number on it. I've tried to change it myself- no luck, tried calling the number that comes up, promises from the call centre, but no change. Then an e-mail to customer complaints, which e-mailed me back with a method to change it- still no good! I've tried every which way- deleting old account, adding new account, editing account- all of them are not letting me proceed

I've e-mailed screen shots to the call centre, showing them that it's still on my old account. I'm now getting a bit angry about it- like you all I want to see if I've been overbilled- indeed I want to see my bill full stop :mad:

At what point do I need to escalate it? I've now tried 3 times with the call centre with no luck so I'm inclined to start now. With a letter, in writing, to somewhere in the UK- any suggestions very welcome! Surely part of BT's contract with me is to provide me with a bill, whether electronic or paper....thanks in advance.

Am I reading this correct, you moved house and got a new account number with BT? Your online account is still showing the number at your old address?
If I am correct why don't you just set up a new online account with your new account number, this will need a new user ID and password of course.Then you should be able to access your bill and call details etc.
Sorry if I have misread your post.

littlemissmoney

YoungNick wrote: »

You're right, notbritishgas. Emma is just a robot. But she's the only 'on line assistant' I can find on BT's website. Hope littlemissmoney can enlighten us further!

How odd. I've just looked all over the bt site and can't find it anymore I've just looked through my internet history and found the site though if that's any help?....

http://www.gotoassist.com/sb/bt-c-online-chat

Smithills

I've thanked you notbritishgas- your suggestion worked! I have been so frustrated about trying to edit my old account, the option of starting again had completely passed me by. I can see my bill- excellent!!

Glad the MSE forum succeeded where BT failed- Cheers!:beer:

notbritishgas

Smithills wrote: »

I've thanked you notbritishgas- your suggestion worked! I have been so frustrated about trying to edit my old account, the option of starting again had completely passed me by. I can see my bill- excellent!!

Glad the MSE forum succeeded where BT failed- Cheers!:beer:

Always pleased to be of assistance.

jonbob

(quote from Matthew's post..)
I found BT overcharging me by 75p per month, only giving 50p per month paperfree discount rather than £1.25 per month for more than 2 months. I found your comments on the subject by googling key words and added my comment here: http://forums.moneysavingexpert.com/....html?t=929379

I have emailed BT but am not expecting anything. Have you contacted Ofcom? That is my next move because I believe this is a problem affecting everyone who has changed from one BT call plan to another which has a higher paper-free discount? It appears BT are not giving the full paper-free discount to these customers for a limited period.

Look forward to your reply.

Regards,
Matthew[/quote]

(reply below)

Hi, Matthew-sorry for delay.
Any way during interval I have further Emailed BT and their response was to (reluctantly?) make refund, which should show on next bill. Was confirmed by letter. I thought/hoped that BT would admit mistake, but letter almost implies it is my fault!!! Like you I was thinking about Ofcom, and am now waiting next bill before doing anything.
Obviously this will affect a third month when I reckon the overcharge will be 2.25
Cheers (by the way your MSE account does not acept 'private message', you can set it to, thin)
John