Overcharging Elderly Customer

[NaMo]

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Incremental increases for elderly loyal customers.

I have been reviewing my parents BT bills (both parents in their 80s). I was shocked at the amount they have been charged for Broadband. Going back to 2023, they have been paying £60 a month which is now at £73pm. Their other costs for phone and sport package are not too bad. 

I phoned BT yesterday to discuss their broadband cost and was told that they have been a BT costumer of 49 years and they have incrementally increased their internet by around £4 each year for approx 20 years. As they are in a 2 year contract it will cost over £700 to exit their Broadband package and £300 to exit any additional ons. 

I was so shocked by this I had to end the call to regroup and do some research. It would appear that overcharging or providing older customers larger broadband packages than required is not a new issue.

Has anyone any advice on how to tackle this? 

[FLC]

BT, like many corporates, see the unsavvy as fair game for maximising profit. So on the basis that they entered into a contract of their own free will, you'll have nowhere to go unless they qualify for a social tariff, usually Pension Credit.

However, if they're willing to move, there is another major supplier currently offering a 70Mb service for £23pm, with a £40 voucher & up to £200 of early termination fees refunded. So they'd still be quids, in even with the ETC.

Of course you'd have to look at the other services they receive for a full comparison.

[Kimberlin]

@NaMo  I’ll be entirely blunt  with you. There is no such thing as loyalty for older or decades long customers. That’s an attitude that belongs to an era from 50 years ago. BT doesn’t reward loyalty and nor do many businesses these days.

There is something you can do, renegotiate every two years or 24 months, or switch ISP for a cheaper one. The onus is on the customer, it’s your/their responsibility. This is why some of us only pay a fraction of what those who do nothing pay. There are also customers who have signed themselves up to packages that are entirely inappropriate for their needs, or they have TV packages they don’t even use.

Of course the people who appear to be disproportionately affected, are the elderly, who often don’t want the fuss and bother of renegotiating at renewal time or switching away completely to a different company. There are also the folks who have wedded themselves entirely to a company they think is the best and that of course is subjective.

[imjolly]

@NaMo 

as @Kimberlin  and @FLC  this is not BT taking advantage it is just some customers particularly elderly not wanting any hassle and keep renewing on the new terms instead of looking at the market and re-negotiate the renewal or as many do move to a cheaper cost with another ISP.  Just a pity you have not helped in past with the contract renewal.  Try going to retentions and see if you can negotiate a better deal 08007831401.  if that fails then try email to consumer resolutions and see if they will help you https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

you will need POA or be named on account as the admin manager to be able to negotiate new contract terms

it would helpful if can post which package and accessories/add on are included in the cost 

[NaMo]

Other big companies review their customers payments and even notify them when they notice they are paying more than others.

I do however realise they are locked into a contract for now. If I can raise awareness, that encourages others to investigate their relatives broadband charges, I will have succeeded in one way.

[Katie_B]

Good morning @NaMo. 

Thanks for coming here. 

I have sent you over a private message to offer some help regarding this. 

Speak soon, 

Katie