I've just received a bill from BT which includes a £7.50 'penalty charge' (my choice of words) for not using my phone. There is no written agreement between me and BT regarding this charge. Surely this must be an unfair charge. My cordless landline phone broke and I haven't replaced it, so I'm not using it. I am using the landline for my internet connection. According to BT there is a.. (I've used their exact wording) BT Caller Display low use charge £7.50 BT Caller Display - shows you the number of the person calling I called them and now in future this charge will not be on my bill but it's still on this bill that I'm about to pay. I spoke to 4 different BT staff and non of them could reverse this charge. Their argument is that they do agreements over the phone so that is why this charge is not written in any agreement. I always listen carefully to their terms and conditions as I know from previous experience that BT are very good at selling payment plans which includes all kinds of 'hidden charges'. What can I do about this, I would never have known if my phone wouldn't have broke, there is no warning, and now they demand this silly payment. Isn't that robbery? I really appreciate any help or advise. Thanks

LillLin:

I've just received a bill from BT which includes a £7.50 'penalty charge' (my choice of words) for not using my phone. There is no written agreement between me and BT regarding this charge. Surely this must be an unfair charge.

The service you have been charged for is called "BT Privacy at Home", "free" Caller Display as long as you make a couple of calls with BT per month. Possibly even "free" BT calls count but don't quote me.

For most people quite an easy threshold to satisfy and in fact if you Google the issue you will find evidence of customers complaining they are paying for Caller Display and didn't know about "Privacy at Home"! Interestingly the alleged BT response was that "Privacy at Home" was an opt-in service, which is what I clearly remember doing.

The issue therefore is to challenge BT to provide evidence of your opting-in. They may or may not manage to provide that evidence. If they fail to convince you raise a formal complaint strictly in accordance with the BT Code of Practice on Complaints.

Thank you.