Letter from BT this morning, bit odd since I don’t have a land line or any BT services and it looked like either a bill or a circular.
On checking, it was a bill. Which left me a little puzzled but I put it aside to deal with in the afternoon when I got home. Which was over an hour ago. The letter said to check MYBT for billing details so I did, wouldn’t let me log on and said user or password was wrong so I changed the password, twice, nothing.
Oh some background details. I have used YAHOO mail for Donkeys years, since last century, when they turned into BT/Yahoo I had some BT email addresses and I still use BTINTERNET.COM but that’s it. I had a BTOPENWORLD one but haven’t used that for years.
Anyway my BT email address and twice changed password didn’t work so I tried the help system and then the contact us system, which took me back to the help system with pages of ‘please select your problem’ and every time I got to trying to describe the problem I was told to log on to MYBT to submit the fault.
WHICH I CAN’T DO !
Ten minutes and I found a talk to a human being link (it was small and in the bottom corner) and ended up using a chat window to talk to a Lady in India who checked and asked me a load of questions and then told me it was for a premium service account but when I wanted more details she couldn’t help and suggested I call the cancellation team.
Erm. No landline and I’m not using my mobile to call a BT premium number.
So she called my mobile and transferred me.
To the cancellation team, an English sounding lady.
Gave them the account number and details and yep, she said, it’s a premium service account, been active since 2012 and they’ve been charging me since 2014.
Erm says I, no they haven’t, I would have noticed.
Well says she, the account is in my name and says they’ve been charging you since 2014 and the letter is a final demand sort of thing. But she is the cancellation team and I need to talk to billing because she can’t see the details.
OK, so whatever this is that I don’t know about, can you kill it I ask.
She does. Then she transfers me to billing, an Indian lady in a very noisy call centre with a lot of other people close by all talking. After much repeating and me slowly getting angry as she explained to me what was going on, oh and half an hour of MUSAK interspaced with someone telling me they are checking something and please hold, the saga was this.
In 2012 my BT email accounts were moved from being BTYahoo over to being BT, not a problem, didn’t involve anything on my part and made no difference. But then in 2014 my unused account (the BTOPENWORLD one) was upgraded to premium.
Then in 2014 they started charging me for the premium service, the invoices were sent to the premium account, the reminders were sent to the premium account and just a few minutes ago the lady I was talking to at that time told me the charges were totally justified and I should check the invoices and bills to see that.
WHICH I CAN’T DO BECAUSE I DON’T HAVE ACCESS TO THE PREMIUM ACCOUNT I DIDN’T KNOW EXISTED UNTIL THIS AFTERNOON SO I CAN’T SEE THE BILLS AND I HAVEN’T SEEN THE BILLS YOU, ARE CHARGING ME FOR SOMETHING I CAN’T ACCESS EVEN IF I KNEW IT EXISTED ! ! !
Working very hard not to be rude, it’s not their fault and they are following a script but still,
Then I asked to speak to a supervisor because minimum wage lady was going in circles telling me the costs were correct and they were going to continue them and I should check the invoice details.
WHICH I CAN’T DO BECAUSE ETC ETC
It’s times like this when I really need a half gallon of good strong coffee but having been on the phone and online for an hour now didn’t want to risk going to the kitchen.
Oh she’s gone to check something and put me back on hold with MUSAK ! ! !
How did this end, other than me punching the walls.
Well when she came back she told me that she couldn’t help because I had cancelled the premium service which meant a final bill was going to be generated and since that hadn’t been worked out yet she could no longer deal with my case. I would have to wait 14 days for the final bill before I could raise the matter again.
She did say that my comments had been noted and would be taken into consideration.
So I guess I get to repeat this in two weeks. That’s an hour of my life wasted, thanks a bunch.
Seriously though, BT, in the real world we call this a scam. You create a premium account out of thin air, bill that account and then send me the final demand, justifying your costs by telling me to look at the bills you have been sending to the premium account you created. I have had no, that’s NO, ZERO, NONE, involvement in this premium account.
Does this sort of thing work on the elderly, does this scam work on people who are easily fooled, how often BT, do you do this to people. While you aren’t getting anything out of me other than harsh language and maybe if you really piss me off, charges of aggravated stress and mental anguish, I have to wonder how many people fall for this and pay up.
How many people, BT, how many do you scam like this?
Need Coffee, a lot of coffee.