I was told that BT have withdrawn the incoming calls only service, and replaced it with unlimited weekend calls!

This BT complaint is about an elderly lady who is expected to pay almost three times the norm for a telephone service that was never requested and would be unable to use.

Dear Sir

My mother is will be ninety years old in four weeks time, she lives in a residential care home in and suffers with dementia. Because she lives three hundred miles away from me and I am her only daughter, I had a land line telephone installed in her room (incoming calls only) so that I could contact her and keep a check on her welfare for both our peace of minds. This went swimmingly for three years until I received the November bill – £40 instead of £14! I thought there had been a mistake so rang BT customer services. I was told that they have withdrawn the incoming calls only service, and replaced it with unlimited weekend calls. At a considerably higher rate.

My mother is not capable of making any calls, at weekends or any other times, although there are many other people in the building who are! When I explained this to the very polite lady on the other end, I was told that for a one off fee of £25 I could have a block put on the outgoing calls. I asked how much the quarterly cost would be then, and it was just the same! My elderly mother was expected to pay almost three times the norm for a service that was never requested and would be unable to be used.

I immediately cancelled the direct debit to BT before telephoning them to disconnect the line. When I was asked the reason why, I was more than pleased to tell them. The response was sympathetic but not positive. This is just another example of fixing things that are not broken.

I think it is an appalling situation and I hope to find a solution very soon but I am disgusted with BT.

Yours

Jean Arrowsmith
Coventry

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