how do I know if I'm being overcharged?

[pamandsquirrel]

I have friend who is paying ££58.91 PM for Fibre 2 and unlimited landline calls - he's just been told he now has Halo and his bills will rise to £62.49 a month. He barely uses the landline and only has wifi for emails and zoom. He has no ida what Halo is and he certainly didn't ask for it. I think he's being massively overcharged - especially as his speeds are dreadful - but he's called BT twice and they have told him that's the best they can do. ( I regularly negotiate my own bills ). I've seen advice about checking what others are paying - speak to retentions etc and he could drop to fixed minutes on the landline. But what are your thoughts? Is Halo compulsory? Is he being penalised for paying bills manually every quarter and asking for paper bills? (BT say not...) any advice greatly appreciated.

[licquorice]

Paper bills are definitely charged for. Halo is not compulsory but seems to be very difficult to remove and probably wouldn't give much of a reduction anyway.

[pamandsquirrel]

That's interesting! BT have repeatedly said paper bills are free and they're not listed on bills. But maybe they misspoke... thanks for your help!

[-Richie-]

The paper bill fee is chargeable per bill sent, if he's on quarterly billing, he's billed the paper bill fee every 3 months.
Switching to just online billing will save £12 per year

[gg30340]

See link

I want to receive paper bills | BT Help

[pamandsquirrel]

Thank you! Really helpful

[rbz5416]

@-Richie- 

Is it possible it could be an old out of contract legacy package where paper bills weren't charged for? I've been with BT now on & off for the last 10 years & quarterly billing has never been an option that I can recall, & paperless has been the default.

@pamandsquirrel 

If he is out contract, that may explain the high price. But Halo obviously shouldn't have been added to his account without his permission.

[pamandsquirrel · Accepted solution]

Brilliant! Thanks so much.

[pamandsquirrel]

@-Richie- @rbz5416 @licquorice @gg30340 

just by way of an update... we called BT today and I'm afraid despite repeated efforts to get the bill down, the increased  price was confirmed. They also said:

- removal of Halo would mean cancelling his latest contract, and the only deal they could curently offer was even more expensive

- paper bills are free to him

- 700 minutes of calls are no longer available ( despite being listed on BT's website) and his only option is unlimited calls or pay as you go.

we queried whether or not this new contract had actually been agreed to, and were told that verbal consent was all they needed.

so he's paying £61.49 PM for Halo 3, with a download speed of 8Mbps, and phone calls of around 70 mins a month.

FInally, when I asked to be put through to Retentions, I was told I already was ( we called 0800 876 6963) , and there was no one else I could speak to.

I'm used to negotiations, but this was impossible. There was no way of reducing his bill - take it or leave it. Having been with BT all his life, he doesn't want to leave . I'm pretty shocked by this lack of transparency to be honest.

[rbz5416]

If he's disputing agreeing to a new contract he should ask to hear the recording of that  transaction. If that meets with resistance then post back & hopefully a moderator can get involved.