Letter to: BT Customer Complaints, BT Plc, Correspondence Centre Durham, DH98 1BT
11 May 2009
Dear Sir,
Re: Account XXXXXXXX, bill number Q005 A3 and my letters to you of 28th March and 21st February.
I am concerned that you are continuing to ignore my letters. Is this standard operating procedure?
Would you please have the civility to contact me regarding this serious complaint about mis-selling by BT staff and your plans to rectify my loss.
Yours sincerely
Letter to: BT Customer Complaints, BT Plc, Correspondence Centre Durham, DH98 1BT
28 March 2009
Dear Sir,
Re: My letter to you on 21 February 2009
I have not received a reply to my letter.
I note that there have been several calls from BT to my home phone but as I am rarely home to use that phone I do not know if this was you trying to contact me.
I generally use a mobile phone number for conversations: XXXXXXX however I would prefer that you responded to my letter at the above address with a confirmation that you have refunded my money, removed the unwanted service, and reviewed your staff training s that customers are not given conflicting and untrue information in the future.
Yours sincerely
Letter to: BT Customer Complaints, BT Plc, Correspondence Centre Durham, DH98 1BT
21 February 2009
Dear Sir,
Re: Account XXXXXXX, bill number YYYYY
On 18 November I contacted you support representative Mr Colin Steel by telephone over another matter (which he successfully resolved). In the course of the conversation Mr Steel asked me if I would be interested in paying £5 per month to be able to make overseas calls with no further charge. I asked for some further details and was given the following advice:
- For each country I nominated I would be charged £5 per month. Although I regularly make calls to Australia, New Zealand and China (using my computer) - I elected to try the new service with calls to Australia as I have a large family there.
- The calls were not unlimited but a reasonable usage limit would be applied. – I queried this and was told that the limit should not have an impact if all I wanted to do was speak regularly to family.
- I was informed that the limit could not be disclosed to me. – I expressed concern but was told that the limit is generous.
- That the scheme applied to any Australian number including mobile numbers. Again I queried this as the scheme would only be of interest if it included mobiles (I get free calls on my computer to landlines in Australia). Mr Steel reconfirmed that he could see no exemptions for mobile numbers.
I was dismayed to receive my telephone bill on 17th February and to find the following:
I made 14 calls to Australian mobiles totalling 1 hour, 58 minutes, and 46 seconds for which I was charged £41.11, a 10% discount was then applied against this. The bill further states that I have received 46 free calls.
I rang your agent who told me that the scheme I have been enrolled in “International Freedom” covers calls to dozens of countries. That it doesn’t cover calls to Australian Mobile phones, that it has a limit of about 10 hours of calls per month.
This is totally out of line with what I was told I was paying for and what I agreed to pay for.
I have not made 46 calls to Australian landlines and I do not want a service that does not include free calls to Australian mobile phones.
Please rectify this situation at your earliest convenience and refund my money. I will return to using the telephone to access my Tiscali Broadband service and stop using it for telephone calls. This was the reason it was originally installed.
Thank you
Tags: BT, charges, devious practices, misleading, poor service, poor training, telephone company
