Please, please is there anyone in BT who can help me?

Sorry this saga is a bit long.


I have been a BT customer for about 25 years.


Since December 2011 I have been on their Unlimited Anytime and Mobile plan. I paid for my Line Rental Saver in October 2014, i.e. To October 2015..


In September I received notification that the price of the Unlimited Anytime and Mobile plan would rise from £15.96 to £16.99


In December 2014 I received my bill (including the December 1st price rises).


It was about £7 more than it should have been.


There were two items that I did not understand:


1.Unlimited Anytime and Mobile Plan 1 Dec-11 Dec 14 £ 2.08
This is the cost of your Phone Line up to 11 Dec 2014 at £5.66 a month


2. Unlimited Anytime and Mobile Plan 12 Dec-11 Jan 15 £ 5.66
This is the cost of your Phone Line at £5.66 a month, charged in advance
from 12 Dec 2014 to 11 Jan 2015
Includes your Anytime calls plus calls to UK mobiles


The cost of the plan had already been calculated in the first three items in the bill which came to £19.25. This was what I was expecting.


On 21/12/14 I raised a Complaint 141221-xxxxxx, These two new items refereed to the plan had already been calculated in the first three items in the bill and also they then state "This is the cost of your Phone Line" and I have already paid for this by Line rental saver. I asked them to reissue this bill.


I received a call the next day and was told there had been an error in the account (he called it a “Bridge” error). He said it would be corrected in the next couple of weeks. I also received an email:


“Hi Mr Milner,

Thanks for your reply.

Thanks for speaking with me on the phone.

As discussed the issue with your account has been raised as a fault and is being handled by the correct team to have this resolved so it doesn’t happen again. Anything you have been charged incorrectly will be refunded back onto your account as soon as the fault is fixed.

Apologise for the inconvenience of having to bring this to our attention and I will keep in contact regarding this issue.

If you would like to discuss this any further please reply to this email with your best contact number and time in which it suits for me to ring you.

Your email will stay open if you have any more queries, If not it will automatically close on the 05/01/2015.

Thanks again Mr Milner.

Best Wishes,

named person

BT Digital Care “


Great I thought. He also said he would update me further but I did not receive any updates and so I raised another complaint (150106-xxxxx) on 6/1/15 to ask for an update as I had been told the original complaint would be closed on 5/1/15. I received a call to say that the problem was being handled by someone else.


I then started receiving emails from BT Order Management who said they would call me but they never did.


On 12/1/15 I raised another complaint 150112-xxxxxx to ask why. I did not get any response on this one.


On 13/1/15 I received my next bill to say I was now £20.86 in credit and that “You've stopped your Unlimited Anytime and Mobile Plan”. Which I hadn't of course.


I received another email from BT Order Management to say they'd call me on 22/01 before 8pm to discuss further. They never did.


On 22/1/15 I then received another email “Thanks for your BT Order: here's the detail”. It said I had ordered “Unlimited Anytime Plan “which I hadn't and it also included a £50 Connection Charge!


After this on 22/1/15 I tried On Line Chat who put me through to the Order management Team and said she would cancel the order. It disappeared off my account on BT.com.


On 23/1/15 the order re-appeared on BT/com and so I phoned 0800 800 150 and asked for the Billing Team. They could not understand the problem and eventually she said she would cancel the order and that I would be put on the basic BT call service (i.e. £0.00/month).


On 23/1/15 I lost my phone connection. I get dial tone but I just get the message “The number you have dialled has not been recognised.


Can anyone in BT help?