BT Caller Display service complaint

This is a complaint regarding BT caller display. 

Dear Sir

I have just received my bill for the period 6 Sept to 5 October 2009 and once again you have charged me for the BT Caller Display service, which I have NEVER had on this phone. Perhaps I should tell you the whole saga from the beginning.

I moved into this flat in December 2007 and immediately signed up with BT. However, I chose another company for my phone calls and broadband. On 2 Jan 2009 I phoned you to ask if I could have “Caller Display” added to my service. I was told it would take 24 hours. By 7 January, I still had no “Caller Display” service on this phone, so I rang you again, but despite waiting a very long time on the end of the phone, failed to get through to you.

On 8 January I rang again and spoke to an Indian call centre. I was told that “Caller Display” was activated, but that there was a problem with my phone. I was put through to Repairs who gave me an activation code to try. So I tried the code and heard the message “Sorry the service requested is not available”.. I rang BT again and spoke to a woman called Lisa who said she’d get the engineers at the exchange to have a look at that and that they’d call me back

On 8 January in the afternoon I had a message from the engineers saying that the fault was fixed, but it wasn’t and I still couldn’t get “Caller Display” I phoned you again on 0800 800 151 and was told that I could check if I had this facility by dialling *#234#. I tried and I didn’t have the facility!

On 14 January I phoned you again and was told that there was a national problem and that engineers were working on it.

I phoned again on 4 February at 3.30pm to find out what had happened to “Caller Display”. Nothing it seems. The woman I spoke to said that she would put a free version of Caller Display on my line, and that I would have it within 48 hours. That never happened either. I do not and have never had this facility, much as I would have liked it! I then rather gave up with the whole thing.

In December 2008 I discovered that I was paying charges for the “Choose to Refuse” service, another service which I had made enquiries about but NEVER ordered! What is going on here? I rang you on 16 December to make sure that this was cancelled and the money refunded, which I’m glad to say it was.

On top of this, in June 2009, whilst checking your website online I realised that I had been paying unnecessarily high line rental since the very beginning. I had been paying for the evening and weekend call plan when I never recall asking for this at all. I had always made it clear that all my calls were going to be made through another company and that all that I required was the line rental. I feel that this was a case of deliberate obfuscation on your part. I rang to complain about this on 11 June 2009 .

So, having finally stopped charging me the higher rate for the Evening and Weekend Call Plan, it seems you were determined to get your money back by starting to charge me for the BT Caller Display at a rate of £2.50 per month. I rang on 27 July to complain about this and the person I spoke to promised me that these charges would be taken off my bill next time. But the following month exactly the same thing happened. Yes, you refunded me that incorrect charge for the previous bill but then proceeded to deduct another £2.50 from the month of July.

I phoned yet another Indian call centre on 13 August at 11 am and spoke to someone who again promised me that the “Caller Display” would be cancelled, so that the amount that would be deducted on 20 August by Direct Debit would be only £10.

On 10 September I received my bill for the period 6 August to 5 September, only to find that I have been charged once again. What’s more you were now accusing me of not having paid my last bill in full and wanting another £2.50 for that, plus yet another change for the Caller Display service which I have never had. I was absolutely furious. Yet again I had to phone your Indian call centre, wasting a lot of valuable time and energy to sort this out. I rang on 12 September and spoke to a man called Phanesh who promised me that this time it had indeed all been sorted and that a form had been sent out for compensation.

Well, one lives in hope, but I have just received my bill dated 8 October and once again you have charged me, both for not paying the bill fully last time and for another £2.50 for Caller Display. THIS IS BEYOND A JOKE. I am furious. There is obviously absolutely no point in phoning Customer Services again as I have already done so 4 times with no result. The £2.50 compensation which was offered was derisory in the circumstances.

Altogether I am deeply dissatisfied with BT. I never ever found out what the actual problem was with Caller Display, despite numerous calls, and have now been paying for a service I don’t have for the last 4 months. I think this is deliberate policy on BT’s part to extract more money from me and I am disgusted.

It takes absolutely ages to get through to Customer Services anyway. It takes about half a dozen calls before one can finally work out how to get through to a real person and when one does get through they don’t even speak proper English! There is nothing more calculated to raise the blood pressure than that. I think foreign call centres are probably the number one most hated aspect of daily life now in Britain, and if you really cared about Customer Service you would bring them all back to the UK.

I am not at all happy. I want an apology. I want a refund and I want some serious compensation for all the time and energy I have had to waste ever since I signed up with you.

Yours sincerely

Comments 0

  1. I HAD PROBLEMS OVER A LINE FAULT AT THE B.T. END OF THE LINE (MASTER SOCKET) REPAIR. I WAS TOLD THAT THERE WAS NO CHARGE BY THE ENGINEER. I WAS SHOCKED TO RECEIVE ON MY STATEMENT,A CHARGE OF £189-88 I ALSO PHONED TO COMPLAIN ABOUT THIS CHARGE, I WAS ADVISED THAT A
    OFF LINE TEAM WILL INVESTIGATE. I DID RECEIVE A CALL FROM BT, CONFIRMING THAT THIS WAS A MISTAKE.
    I DO NOT HAVE TO PAY THESE CHARGES OF £50 MONTH EXTRA, SO I REQUESTED (IN WRITING) THAT MY BANK ACCOUNT
    WAS CREDITED. AFTER TALKING TO AN INDIAN FROM B.T. AND WAITING ABOUT 3 MONTHS, MY ACCOUNT WAS CREDITED WITH THE CORRECT AMOUNT.
    NOW NEARLY 12 MONTHS LATER, THEY ARE TRYING TO CLAIM IT BACK !!!!
    I HAVE JUST RECEIVED MY OCTOBER STATEMENT, WHICH REFERS TO OTHER ONE-OFF CHARGES CORRECTION: FOR UNRECORDED REFUND. I AM DISGUSTED BY THEIR INCOMPETANCE. SO I WILL HAVE TO PHONE AND WRITE AGAIN TO RESOLVE. IF B.T. DO NOT RESPOND PROMPTLY, I WILL PASS ON MY PROBLEMS TO THE MEDIA, I AM SURE THE NEWSPAPERS AND TV MEDIA WILL HAVE A FIELD DAY. NO ONE LIKES BAD PUBLICITY !! I AM VERY, VERY ANNOYED. I WOULD ADVISE ANYONE ELSE
    WHO HAS PROBLEMS WITH B.T. DO WRITE TO THEM, THEY NEVER WRITE BACK, BUT YOU SHOULD RECEIVE A CALL FROM A SENSIBLE PERSON. THE ADDRESS IS ON THE BILL.
    ALL THIS HASSLE, I AM LINE RENTAL ONLY,

  2. I have had the bt broadband tv and phone package for 9 months, and i did have one or two teething problems at first. However i got great back up from the bt team, either in asia or th uk and i have found the whole service to be very good. When a problem has happened and i have rang the help lines not only have they solved it they have rang back to see if everything has been ok. You can only speak as you find and i am very happy so far. I hope your problems are resolved.

  3. I have been completely ripped off by BT. About a year ago I had an extension fitted by them into our spare bedroom. we then had some building work done and the builder managed to put his shovel through the line. I have finally got around to ringing BT to have someone come out to repair it. I knew it would cost around £100 for this which is the call out charge and, although this is bad enough I was ready to pay it. I now find that I also have to pay £72!!!!! for a socket because if I don't order a new socket and the engineer comes out and the existing socket is faulty I will be charged the £124.99 call out charge and then another £124.99 along with the £72 for the socket when he comes back, meaning I would have to pay over £300 simply because I want to move my phone to the upstairs bedroom. When I protested I was told that nobody was forcing me to do this it was my choice to which I pointed out it really wasn't my choice, they had me over the proverbial barrel. I have my phone service and my broadband service with BT and I am in a contract until August on the 1st of August I will terminate this I can not wait to leave this despicable company. I have never fel so completely ripped off before.

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