BT still cannot get it right

I’ve finally received a reply from BT about my previous complaint, but once again they’ve been wholly inadequate with their response. They haven’t even mentioned my being debited twice or why I never received a call back several weeks ago when I was assured I would get one.

What’s worse is they STILL cannot understand that my broadband is £21.99 per month.

Dear Mr Jamieson

Thank you for your e-mail dated 30/9/07 regarding your monthly payment.

In response to your query, I would like to inform you that on your latest bill a services charge has been raised from the day you got your line activated and also charges in advance for the next coming quarter.

Your quarterly rental is for £113.95 Incl VAT. This include a charge for BT Together option 1 for £33.00 Incl VAT, BT Total Broadband option 3 £80.97 Incl VAT.

Your services charge is £120.91

BT Together option
11 July – 31 July New charges for BT Together option 1 £6.45
1 August – 31 October Charges in advance for BT Together option 1 £28.07
Total £34.52

BT Total Broadband option 3
11 July – 31 July New charges for BT Total Broadband option 3 £15.85
1 August – 31 October Charges in advance for BT Total Broadband option 3 £68.91
Total £84.76

Calling feature
11 July – 31 July New charges for BT Answer Personal Greeting £0.88
1 August – 31 October Charges in advance for BT Answer Personal Greeting £0.75
Total £1.63

Your total bill was for £222.55. As you have direct debit monthly payment arrangement on your account, the recommended amount to adjust your quarterly bill was £68.50. Your Monthly Payment Plan is subject to a credit limit, which is equivalent to three and a half times your monthly payment. Once your account reaches this limit – either in credit or debit – we automatically reassess your payment amount.

If your account is in credit, we will reduce your payment accordingly and refund the credit to your bank account. If it is in debit, we will increase your payment amount. We will tell you about this increase on your statement before we do it.

Since your last bill date, your account is in debit for £116.05. Accordingly, the recommended monthly amount has reduced to £56.00. If you wish to reduce your monthly amount to £56.00 a month, I would request you to give your consent in your reply.

Further, as you have cancelled BT Answer Personal Greeting, the adjustment of the payment taken in advance will be there in your next bill. Your next bill will be produced on 19/11/07.

I trust that my response has helped to provide you the information required.

Please accept my apologies for the inconvenience caused and my thanks for your patience and co-operation in this matter.

If you have any further queries please do not hesitate to contact us again via e-mail.

Thank you for contacting BT.

Yours sincerely,

Lency Thomas
eContact Customer Service
Ref: ********

I emailed back with the following:

No, no, no. My BT Total Broadband option 3 is NOT £80.97 per quarter, that works out at £26.99 per month. As I have previously explained, via email and podcast, my broadband is £21.99 per month. This works out at £65.97 per quarter.

As you are still unable to get this most simple of sums correct I suggest you listen to the podcast phone calls where even the customer service rep managed to eventually find the letter sent by BT saying my broadband was £21.99 per month.

I am cancelling the direct debit, bill me monthly and I will pay by cheque if I deem your bill is actually accurate, which I doubt.

Pleas do not reply until you have checked the facts.

Maybe they’ll understand, maybe they won’t. I’m not holding my breath on this one.

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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