hi all, 4 international sms appeared on my july bill at 25p each, i contacted bt and asked what this was about, i was told that i must have sent a text to someone who was abroad, i said this was not the case but rather than get uptight about it i paid the £1.
however i raised my concern with bt that this may be some sort of scam. I asked if thye could set a cap on my account and could they also put a block on me sending sms messages to a phone that wasnt in the uk, they say they had done this. I also posted a question on this forum.
Yesterday I receieved an account alert email messsage, once again international sms have appeared in my bill this time not 4 but 70.
i spoke to an agent at bt, they said that i had sent the messages to someonein greenland as the number on the bill started as +9.
Again I said this wasnt the case, i then mentioned what had happened in july, the agent said the calls in july didnt start with +9, unfortunately they did as i have aprint out of the bill.
I did send 4 sms messages to a number similar to the ones on the most recent bill but that number started with 07594, not +9
luckily i had called the number from my landline 3 mins before sending the sms, that isnt shown as an international call but just a standard call to a mobile from a bt landline.
The bt agent couldnt give me an answer when i told her this, also i sent another sms to the number the next morning at 8.25 and that wasnt shown as an international sms on my useage history.
the bt agent insisted that the sms were sent by me to someone in green land, well i visited the recipient of the sms on sunday (the next day) and they werent in green land.
The upshot is that I spent 30 mins on tuesday morning speaking to the agent at 7.30 am , i advised her that i wanted to make a complaint, she said she would get her manager to call me within 24hrs, i am still waiting for that call.
Is this grounds to leave bt mobile without any penalties, should i complain to ofcom,
I have had this account for 3 months and it has been a real pain in the neck.
hi thanks for taking the time to respond, its an iphone 6s that doesnt have any apps on it, i keep it updated.
Re apps, you can only download apps for an iphone from the app store and these are vetted for malware and viruses, i also dont use the phone for social media etc, just for my work calls and texts.
the messages all appear within 30 mins of each other.
As I say, bt arent bothered, I have asked them to reduce my out of contract extras to 0 but they cant do this.
I dont understandy why they didnt reduce my out of contract extras to £5 the last time I called when this happened in july.
I have had this phone for 6months, 3 months on giff gaff and at the end of august 3 months on bt, on giff gaff I had no problems like this. Previous to this I had my old iphone 6 with giff gaff for 2 years with no bogus sms
To be honest I spoken to citizens advice and they have advised me to contact ofcom concerning bt and their poor customer service.
by the way read this from the bt mobile help pages, i dont know if this is whats happened to me or not
Why are there charges on my bill from abroad when I haven't been away?
Occasionally foreign networks can 'cross over' into the UK and your phone can pick them up and start using them.
That might mean you get charged premium rates as if you were abroad. We do everything we can to stop this happening. But if it's happened to you, please
hi thanks for the advice, as I say on tuesday when i got the email alert from bt i called them at 7am,
i spent 40 mins discussing this with the agent, whos only response was that i must have text someone who was abroad, she said they must have been in greenland.
unfortunatley not, it was bishop auckland, i went to visit our friends the day after sending the international sms and sent them a tex twhen we left at 8,25 am, that is shown on my phone but not as an international text.
i also called the friend on our landline and left them a message before sending the texts, that isnt shown as an international call.
I spoke to someone via the online chat yesterday and asked them to get the manager to call me, the agent could see the history from my previous call and he apologised that no one had called back, that was yesterday at 7.00am and i am still waiting for a manager to call.
Citizens advice said that when I asked the agent how to complain, instead of telling me that she would get a manager to clal me, she should have given me the details of how to complain.
Quite frankly I believe they will fob you off with any old rubbish because they either dont know what has happened and they certainlky wont give me a refund.
As I say, i will keep paying for the contract ( onlky using the phone for data) and then leave as soon as possible
which is a shame because i was going to talk friends who are currently on giff gaff to move accross to bt
Hi @jeepster1961 Sorry you have not been able to get a satisfactory answer to your question and you have not been called back by a manager.
I've checked with the Mobile team and they have advised that if sending message to a saved contact to delete the contact ensuring to only use 07555XXXXX as the number. Don’t use +44.
We will be happy to help chase this up for you if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
hi i clicked in yiour username but there is no link to contact the mods
i am still waiting for a call from the bt help desk manager, i am begining to think this was just a lie to get me off the line
if i dont recieve a call by 12noon on tuesday ( that will be over 7 days)i am going to complain to bt and then send a letter to ofcom
bt customer service is worse than rubbish