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 I was told that they have withdrawn the incoming calls only service, and replaced it with unlimited weekend calls.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