My bill is wrong every month.

[Superbonzai]

I took out a new contract with BT (but have been with them for most of the last 30 years), but after some time they increase my bill. I have spoken to them every month for the last 3 months, to which they have apologised for and have reimbursed me. But this is happening every month still. I phone them, they fix it, but then it’s still the same. Last month I refused to pay the difference, and paid what I agreed to pay originally, which they said was fine only to be charged a late payment fee this month for it (plus the usual price hike!)

Before anyone answers with the usual £1.50 yearly price increase, this isn’t the case. I am not subject to this as my agreement was to pay the amount agreed for the entire contract. BT has confirmed many times that the verbal contract I made with their cancellations team stands, and I should only be paying what was agreed on the phone. 

Can anyone tell me if there is someone to go to within BT, that can actually fix this?

The cancellation team or customer retention team (it’s something like that) cannot seem to get it right, and neither can the billing team. Complaints team just open and close a case once it’s fixed, just to create another the next month. 

I’m fed up with spending an hour a month on the phone trying to get it sorted for it to be the same issue every month. BT claim they are a premium service provider, but the only thing premium about them is the price and the level of stress they cause. 

Who can I talk to?!?

[chrisjp]

I thought that every 2-yr contract with BT has a condition that there would be a price increase in the 2nd year - governed by inflation plus a fixed amount.
I'm not aware of anyone who has negotiated this away, or that BT would ever enter into such a negotiation.
Maybe you got an over-enthusiastic agent when you set up your contract who gave you an unauthorised no-price-increase offer which isn't recognised by BT?

[Madpeter]

the price increase is every year at the end of march (https://www.bt.com/tell-me-more)

from what I have seen only home essentials (https://www.bt.com/broadband/home-essentials)
does not have this increase.

it sounds like the sales person offered something the bt system does not have a way to support so you keep having to call up about it. the only options I can think of is

A: apply a credit for the lenth of the contract until the next price increase and then again after.
B: let you exit the contract if the sales guy did give the option for a no price increase contract.

[Superbonzai]

Thank you for the prompt response. 

BT have confirmed with me that my price would stay the same for the length of the contract on many occasions. I even got the guy on the phone to confirm that this standard yearly increase would not be applicable to myself. I had to cut some of my services to get the price agreed, which is still way more than competitors are offering. They have gone back and listened to the original phone call, and honoured what the guy offered. I’m glad to be the first you have heard of to be fair, meaning maybe my negotiation skills aren’t too shabby. 
Ultimately, the guy may have been over eager with his promise, but a verbal contract was made and this is legally binding. It’s not just the £1.50 increase that bothers me, it’s an increase for the digital voice changeover that was mandatory for which I was told I wouldn’t be charged for. I haven’t had the phone line plugged in for nearly 10 years now due to unlimited free minutes on a mobile contract and therefore the service is redundant to me. 

Looks like another phone call is necessary to them, and unfortunately I will not be renewing the contract when it expires in a few months. Community fibre (and many other providers) offer much better speeds, are cheaper, and with a tv package also (I’ll still be better off) it makes no sense to continue with BT any longer.  It’s quite sad as I’ve been with them for two thirds of my life, but they are no longer competitive enough to warrant the business with them. 

Thanks again though, it’s good to have these forums with helpful people to help others. I appreciate your time. 

[licquorice]

There is absolutely no difference in the price of Digital Voice compared to analogue.

[Superbonzai]

Then I don’t really understand why my bill has increased by £4.50 a month. Even if it included the £1.50 standard charge, where has the other £3 come from? And why would I have to correct them every month?

[licquorice]

See messages 2 and 3

[Superbonzai]

Again, not applicable.

It’s not what I agreed with BT, they’ve honoured the price every month so far therefore agreeing with the original amount.

[licquorice]

Read the messages again.

You somehow managed to get a verbal agreement to which BT to their credit are honouring, which should never have been given. Hence the BT systems cannot cope and the adjustment has to made manually. Hoist by your own petard effectively.

[Superbonzai]

Thanks again, and sorry if I sounded short. A long wait on hold followed by them answering made me post the message abruptly.

Love the Shakespeare quote though, and yes…. I did have to Google it 😂

No offence meant at anyone here, I’m just a frustrated man trying to save his pennies.