I thought that the free add on of Anytime to my service was too good to be true - it was! - and my bill includes £3.94 for one week that it was available to me
- I didn't use it!
I prepared an email and scoured the BT website for an email address to use - there isn't one.
This is what I wanted to mail -
"
I recently transferred my broadband supply to you.
After my initial enquiry, and during the seven days I awaited my MAC code, I received a phone call from your sales dept.
The salesperson was requesting my agreement to upgrade my telephone account from 'ev & weekend' to 'special low price anytime'.
- and said that this would cause no extra cost to me - the DDebit would stay unchanged.
I pointed out to her that I would be signing up for the package 'broadband with ev & weekend calls' within days, so there seemed little point in changing my telephone plan.
She assured me that the free anytime calls would continue as an 'add on' to my new plan, so I consented, and the change took place.
When I was about to complete the online broadband & phone application, I sought advice in the chatroom help you provide.
I raised the topic of this 'free anytime add on', and was told that it would not apply.
I was not concerned by this news, because I hadn't asked for it - and hadn't used it - and I did not expect that any charge was being made for it.
On the day my home hub was due to be delivered, I found that Orange had discontinued my broadband connection during the night.
I telephoned your helpline to enquire whether my BT broadband was ready for operational use as soon as delivery and installation of the hub had been done.
I was assured it was.
During this call I asked again about the 'free anytime call add on', which had been discussed twice before, and was assured that it was to be added to my package because I was ' a special valued customer'.
Today I have received a bill (online) which shows -
1 - no added bonus of Anytime calls to my service
2 - a charge of £3.94 for the one week that Special Low Price Anytime was available to me!
I would appreciate knowing whether or not I can have anytime calls at no extra cost and, and a refund of the £3.94 you have charged me."
So I phoned to say what the mail says.
I was assured that I do
not have free Anytime calls.
The £3.94 will be shown as refunded on my next bill.
It seems I an not a 'special valued customer' after all
