This topic

how do I know if I'm being overcharged?

pamandsquirrel — Sat, 03 Feb 2024 19:34:31 GMT

I have friend who is paying ££58.91 PM for Fibre 2 and unlimited landline calls - he's just been told he now has Halo and his bills will rise to £62.49 a month. He barely uses the landline and only has wifi for emails and zoom. He has no ida what Halo is and he certainly didn't ask for it. I think he's being massively overcharged - especially as his speeds are dreadful - but he's called BT twice and they have told him that's the best they can do. ( I regularly negotiate my own bills ). I've seen advice about checking what others are paying - speak to retentions etc and he could drop to fixed minutes on the landline. But what are your thoughts? Is Halo compulsory? Is he being penalised for paying bills manually every quarter and asking for paper bills? (BT say not...) any advice greatly appreciated.

Re: how do I know if I'm being overcharged?

licquorice — Sat, 03 Feb 2024 20:02:51 GMT

Paper bills are definitely charged for. Halo is not compulsory but seems to be very difficult to remove and probably wouldn't give much of a reduction anyway.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sat, 03 Feb 2024 20:05:41 GMT

That's interesting! BT have repeatedly said paper bills are free and they're not listed on bills. But maybe they misspoke... thanks for your help!

Re: how do I know if I'm being overcharged?

-Richie- — Sat, 03 Feb 2024 20:09:56 GMT

The paper bill fee is chargeable per bill sent, if he's on quarterly billing, he's billed the paper bill fee every 3 months.
Switching to just online billing will save £12 per year

Re: how do I know if I'm being overcharged?

gg30340 — Sat, 03 Feb 2024 20:11:05 GMT

See link

I want to receive paper bills | BT Help

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sat, 03 Feb 2024 20:14:28 GMT

Thank you! Really helpful

Re: how do I know if I'm being overcharged?

Anonymous — Sat, 03 Feb 2024 20:43:12 GMT

@-Richie-

Is it possible it could be an old out of contract legacy package where paper bills weren't charged for? I've been with BT now on & off for the last 10 years & quarterly billing has never been an option that I can recall, & paperless has been the default.

@pamandsquirrel

If he is out contract, that may explain the high price. But Halo obviously shouldn't have been added to his account without his permission.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sat, 03 Feb 2024 20:45:19 GMT

Brilliant! Thanks so much.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 17:04:14 GMT

@-Richie- @Anonymous @licquorice @gg30340

just by way of an update... we called BT today and I'm afraid despite repeated efforts to get the bill down, the increased price was confirmed. They also said:

- removal of Halo would mean cancelling his latest contract, and the only deal they could curently offer was even more expensive

- paper bills are free to him

- 700 minutes of calls are no longer available ( despite being listed on BT's website) and his only option is unlimited calls or pay as you go.

we queried whether or not this new contract had actually been agreed to, and were told that verbal consent was all they needed.

so he's paying £61.49 PM for Halo 3, with a download speed of 8Mbps, and phone calls of around 70 mins a month.

FInally, when I asked to be put through to Retentions, I was told I already was ( we called 0800 876 6963) , and there was no one else I could speak to.

I'm used to negotiations, but this was impossible. There was no way of reducing his bill - take it or leave it. Having been with BT all his life, he doesn't want to leave . I'm pretty shocked by this lack of transparency to be honest.

Re: how do I know if I'm being overcharged?

Anonymous — Sun, 04 Feb 2024 17:29:44 GMT

If he's disputing agreeing to a new contract he should ask to hear the recording of that transaction. If that meets with resistance then post back & hopefully a moderator can get involved.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 17:33:52 GMT

thanks for that advice - I think he may well have agreed over the phone, but being old school, didn't think that was final, and was expecting something in writing for him to formally agree to. I'll bear your advice in mind though in case I ever need it! many thanks

Re: how do I know if I'm being overcharged?

Anonymous — Sun, 04 Feb 2024 17:41:12 GMT

He would at the very least have received email confirmation of the new contract.

How long ago was this? Bearing in mind there should be a 14 day cancellation period.

Re: how do I know if I'm being overcharged?

licquorice — Sun, 04 Feb 2024 17:41:53 GMT

How are you determining 700 minutes isn't available to him? I think you are only shown the options to change to rather than all 3 options when you look in MyBT so if he is already on 700 minutes only PAYG or unlimited will be shown.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 17:45:06 GMT

yes he has until Feb 9 as a cooling off period - and he did receive email confirmation. But the wording was all about Halo, which he didn't understand.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 17:49:05 GMT

He's currently on unlimited calls - which is crazy in itself as his useage is so light. But BT told us today that 700 mins is no longer an option. I repeated this back to them as I can see it on their website. But they were adamant. I think the confusion over multiple plans, deals and packages means that BT's position of "this is the only plan available to you" can't really be challenged without cancelling the contract and starting again - at the risk of paying even more!

Re: how do I know if I'm being overcharged?

Anonymous — Sun, 04 Feb 2024 17:51:01 GMT

@licquorice

I've trying to get the Mods to clarify this for months, without success. I'm on PAYG & can only upgrade to Unlimited, albeit at two different prices. Although I can also "upgrade" from my free PAYG to PAYG for £3...

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 17:55:54 GMT

@Anonymous I feel your pain...

Re: how do I know if I'm being overcharged?

Anonymous — Sun, 04 Feb 2024 17:59:21 GMT

@pamandsquirrelwrote:
yes he has until Feb 9 as a cooling off period - and he did receive email confirmation. But the wording was all about Halo, which he didn't understand.

Then I'd be inclined to be looking round at what the competition can offer. Assuming you can get a better deal, then call back before the 9th & give them the option to reconsider or go ahead with the cancellation.

Re: how do I know if I'm being overcharged?

pamandsquirrel — Sun, 04 Feb 2024 18:13:15 GMT

@Anonymous thanks - checking that now!

Re: how do I know if I'm being overcharged?

Anonymous — Sun, 04 Feb 2024 18:54:31 GMT

Just a couple of points:

He may struggle to find a provider offering a phone service & if the do, it may mean moving to IP provision.

If you end up cancelling, be very clear that you are cancelling the contract renewal & not the whole service. Then just place an order with the new provider