After two complaints and another 40 minutes on the phone, BT finally credited my account with £70. They continued to insist that the reported data usage was correct and they were not interested in me providing any photographic evidence to back up my assertion that mobile data and phone usage data over the time in question had been incorrectly reported.
I will still be £30 out of pocket but the only alternative was pay £100 and take it to the ombudsman, so with no guarantee that I would get any joy in short order, I decided to accept the offer of a partial payment and have done. The agent I spoke to refused to comment when I asked if he was aware of similar issues affecting other customers but I got the distinct feeling that they are aware of this issue but refuse to look into it. If there is a bug in the system I suppose it might be affecting many users who don’t check their data usage. I only looked into this because I incurred excess charges. Hopefully my new EE service will behave better… leaving mobile data off unless I need to use it from now on.
