Be aware

[Ryanm353]

• Hi all!

Just reminding you all to be extra careful and ALWAYS monitor your BT bills. I am on the home essentials package and when my package was renewed past 12 months , I started to get charged a paper bill fee (£3) . I was also promised a new smart hub 3, but it never came. After various chats with BT agents they all had no clue what I was talking about, so I complained. Waited over 3 weeks for a reply and got nothing back. So then I emailed the CEO and complained there. The next morning I had a email back from complaints dept apologizing for the delay and they investigated my case. I sent them the chat log of me being promised the smart hub 3 and also how paper bills were supposed to be free on HE package. They got back again and sent me a new smart hub 3 free of charge as promised by the original BT agent, and also waived 2 months of my bills as a courtesy. They promised I won't be charged for paper bills anymore as it was an error on their end that cause this. I accepted this and the complaint was closed. However yesterday a new bill was generated and AGAIN I was charged a paper bill fee, so I emailed complaints back and they waived this months bill aswell. So in total I have had 3 months free from BT due to their errors. If it happens again next month I'll just complain again but how can they not fix this permanently. Very annoying. So yes, always check your bills and if anything is wrong it's definitely worth complaining. 

[Christopher_G]

Hi @Ryanm353 

I'm really sorry to hear that you've had these issues, but it sounds like things are heading in the right direction after raising that complaint. 

Hopefully, those paper bill charges have been totally removed, but it's definitely good advice to check your bills each month and let us know if there are any problems.

Keep us posted on what happens please.

Chris

[BhfpkiiL1]

Bit patronising