On May 4th 2009, I set up a broadband and phone account for him, so that he could stay in touch with me (when I was living in Munich) and his family around the UK.
Back then, his laptop was fairly new and his eyesight was much better. As of 2012, his laptop is dead and he doesn't want another one; it is too much for him to deal with. He will be 80 next year.
Long story short: after waiting over 20 minutes on the BT website for online chat with a BT drone, 'Stevie' finally came online. It turns out that they are wanting to charge him £75.77 for REMOVING the broadband from his account, leaving only the telephone.
No. This is BT.
Apparently, in June 2012 he agreed to a new contract which runs until June 2013.
News to me.
Thing is, all he remembers is complaining to me that they were trying to increase his direct debit from £30 a month, to £70 a month. He remembers nothing about agreeing to a new contract.
What is more, we contacted BT over that matter. I have included the content of the letter dated 13th June 2012. It is pretty self-explanatory.
Wed 13th June 2012
BT Correspondence Centre
Re : Account - LC XXXX XXXX
Since I signed up with BT, I have been neither happy nor, especially unhappy with your service. It has been adequate, no more, for a rather expensive monthly amount.
I signed up to pay around a third of that amount per month, by direct debit, how can I possibly be in arrears by the amount you state? If I am then, it is your fault, not mine!
Now, you send me a bill, telling me that you are now going to increase my MONTHLY DIRECT DEBIT TO 70.50 PER MONTH? I don't think so. I am 79 years old and I do not need to spend that much money on a service I barely use. Even you can't argue that this is a ridiculously excessive amount and if you insist that this is correct, you will be losing my custom.
As I don't really understand the bill, my son, Mark L. Potts will deal with you on my behalf. To confirm this you may contact him as below:
You may phone me to obtain confirmation but I DO NOT want to discuss this with you. Contact my son and he will give you the account password and he has full authority to deal with you on my behalf, indeed, if he wishes to cancel the account, he has my agreement to do so.
You have until the close of business on 22/6/2012 to respond to my son, otherwise the account will be cancelled as of 30th June 2012.
Even though the letter of 13th June is quite specific, I wasn't contacted by them, at all. However, at the time, I did not take the matter further, as it was settled, in his favour.
They are going to dig out that phone call and listen to it. I have requested a copy of it. I should like to hear how they got a 79 year old, who had written and told them:
'You may phone me to obtain confirmation but I DO NOT want to discuss this with you. Contact my son and he will give you the account password and he has full authority to deal with you on my behalf, indeed, if he wishes to cancel the account, he has my agreement to do so.'
I think I am justified in being angry with BT.
Mark L. Potts
The God of Thunder
3rd December 2012