HELP. BT Ripping me off, £576 for less than 1gb of data !!!

31
Found 8th Aug 2015
Hi guys, just wondered if anyone had any experience with fighting a mobile bill.
This is a BT business account (small removal company with just the one mobile, one business landline and one business broadband account)
My normal account (been with them for over 5 years) is between £25 and £32 per month. This month I received a bill for £600 (yes not a typo it's actually £600)
Of course I called to find out what had happened, they told me I over used my data allowance. I don't know exactly why but been having real problems with signal and swapped phones with my father who thinks he may have updated the phone on 4g..
Anyway I asked by how much I overused and they told me by around 900mb so less than one gb of data.
The cost for using less than 1gb of data is over £480 + vat!!!! WTF!!!
Apparently it's in my contract and they will not rescind the bill. I haven't disputed the data usage and I offered to pay around double my normal bill (as I am allowed 1gb of data so assumed 2gb of data would be around double) but after nearly two weeks of toing and froing they have now said they are not willing to issue a credit or withdraw any of the charges.
Now £480 + vat (£576 total) for less than 1db of data has to be a rip off doesn't it??
I have contacted offcom but they do not deal with individual cases, do I pay up and look big or take it to court? I have asked for a deadlock letter but they say they need to send a different letter first.
Have any of you encountered anything like this and could point me in the right direction?
Any help would be appreciated.
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You agreed to the contract, so what right do you have to be aggrieved?
What is the price of data over and above your 1gb of allowance as per the contract you agreed to as signed? Whatever that is would be the amount you are liable for.

Might consider putting a cap on future data or not entering into such an aggressive contract.
Edited by: "ibblackberry1" 8th Aug 2015
and install a data monitor on your phone that warns when near your limit and stops data when over it.
Have to say I agree with the above. You signed the contract. What you need to do is read the terms you have signed up to then you can see if you have a case or not.
Yes, it is a horrific bill, which isn't proportionate at all, but you signed
It's not a reasonable amount to charge, you need to check the terms for the amount it states in contract.
Then do a search for similar cases see what you can reasonably expect to be offered as goodwill.

Finally, visit a website /forum called : consumer action group.
They are better positioned to offer advice as usually some members have legal knowledge /experience.
Bad news mate, I had a very similar thing with BT but as a personal customer, it was 105mb over and £110 bill. Dealt with it as follows.

This was firstly done via email to their complaints department. Firstly stated that I felt the contract was unfair. There is legislation around contracts being unfair if the charge is extortionate to the cost of supplying it to you. This argument is added to if the charge is for extra, over and above what the contract specifies as your normal usage. I quoted back to them one of their current data deals and asked if they were supplying these at a loss, as of course they weren't then the mark up on what they wanted to charge me was at least a hundreds time their cost. (deals then were 500mb for £5, so 1p a mb against the £1 a mb they wanted to charge me).

I asked them to reconsider the bill and if they were not willing to do so then I wanted a deadlock letter so I could take it to the broadband ombudsman. You need to look it up as it is not OFCOM but specific to the broadband side of their business. Within two days had a phone call to say they would drop all charges as a 'good will gesture'.

Sorry if it rambles but thus was several years back. If you need any further info pm me.
adam_holcombe

You agreed to the contract, so what right do you have to be aggrieved?



Typical of this site and general ignorance. Why on earth have you been given a down arrow? You are indeed correct, as frustrating and annoying as it is at the end of the day a contract has been signed which means you are agreeing to all of the terms and conditions. A contract works both ways.
oh no. we went over our broadband allowance last month as the kids kept using Netflix, they did email me to say over the limit so I increased it to unlimited, goodness knows what our bill is going to be .....
Original Poster
Thanks for all replies.
Can't disagree with the contractual arguments but I thought all contracts were based on fairness?
I fail to see how less than 1gb of data can cost nearly £600 and that they consider that fair?
Yes I used nearly double the allowed data and I would expect to pay double the cost but to charge over 20 x times seems to me to be sheer profiteering. Like I said before it seems punitive rather than a reflection of chargeable use.
I asked if I had ever used near the limit in the previous months and I hadn't so it is blatantly obvious that this is a one off abnormal event. A little flexibility is all I asked for. I never asked for the charges to be completely waived I offered to pay double my normal invoice and maybe even a bit more for admin costs.
I will try to dig out the contract.
If it's a business acc then the normal rules for consumer acc's don't apply. Nor do the routes taken to fight them.

If the cost BT have changed is stated in the contract you don't have anywhere to go apart from asking for some goodwill on their part. Which might get 50% knocked off.

With disputes on business contracts you tend to have get your legal guys involved, which just adds more costs if there's isn't a way to fight it...
Johnatcastle

Thanks for all replies.Can't disagree with the contractual arguments but … Thanks for all replies.Can't disagree with the contractual arguments but I thought all contracts were based on fairness?I fail to see how less than 1gb of data can cost nearly £600 and that they consider that fair?Yes I used nearly double the allowed data and I would expect to pay double the cost but to charge over 20 x times seems to me to be sheer profiteering. Like I said before it seems punitive rather than a reflection of chargeable use. I asked if I had ever used near the limit in the previous months and I hadn't so it is blatantly obvious that this is a one off abnormal event. A little flexibility is all I asked for. I never asked for the charges to be completely waived I offered to pay double my normal invoice and maybe even a bit more for admin costs. I will try to dig out the contract.


Sorry op - my 'rant' wasn't a moan or a dig at you. More the general ignorance that you regularly see on this website. People comment, etc. without fully understanding the situation and contractual obligations.

As stated above, your best bet is to keep battling away - contact their Customer Services via Twitter, Facebook etc. However, I know it's a case of after the horse has bolted but I would look at getting a new contract asap - your charges to appear to be based on a very old contract I would of thought.

Good luck, but be prepared to take it on the chin.
ipswich78

Sorry op - my 'rant' wasn't a moan or a dig at you. More the general … Sorry op - my 'rant' wasn't a moan or a dig at you. More the general ignorance that you regularly see on this website. People comment, etc. without fully understanding the situation and contractual obligations.As stated above, your best bet is to keep battling away - contact their Customer Services via Twitter, Facebook etc. However, I know it's a case of after the horse has bolted but I would look at getting a new contract asap - your charges to appear to be based on a very old contract I would of thought.Good luck, but be prepared to take it on the chin.



Yep, definitely take it to facebook/twitter... companies hate that!
ipswich78

Typical of this site and general ignorance. Why on earth have you been … Typical of this site and general ignorance. Why on earth have you been given a down arrow? You are indeed correct, as frustrating and annoying as it is at the end of the day a contract has been signed which means you are agreeing to all of the terms and conditions. A contract works both ways.



If this was a contract signed a long time ago (which I think it was) then the OP has grounds due to unreasonable demands. Times and technology move on, so if the original contract is out of date then the OP has grounds for appeal. 1GB at £600 is way out of line and if the OP disputed it I am sure they would win.
NEtech

If this was a contract signed a long time ago (which I think it was) then … If this was a contract signed a long time ago (which I think it was) then the OP has grounds due to unreasonable demands. Times and technology move on, so if the original contract is out of date then the OP has grounds for appeal. 1GB at £600 is way out of line and if the OP disputed it I am sure they would win.



Good point, as I was with BT a couple of years ago and when I went over the allowance they did not charge such extortionate amounts.

I don't know exactly why but been having real problems with signal and … I don't know exactly why but been having real problems with signal and swapped phones with my father who thinks he may have updated the phone on 4g..



Why did you not take the sim out and put it in the swapped phone you were (now) using??? You Dad was using your phone and your (company) sim?

If you did put your company sim in your (swapped) phone, then any usage your Dad had would not affect your compnay contract... /confused/
Edited by: "artnada" 8th Aug 2015
Original Poster
artnada

Why did you not take the sim out and put it in the swapped phone you were … Why did you not take the sim out and put it in the swapped phone you were (now) using??? You Dad was using your phone and your (company) sim? If you did put your company sim in your (swapped) phone, then any usage your Dad had would not affect your compnay contract... /confused/



Was on the same day and left my phone (and sim) with him to try. Sorry I didn't explain that clearly.
Original Poster
No problem Ipswich, probably deserve a rant or two.
Yes at the end of the day it's my fault for using too much that's not my issue with it.
My real argument is the actual sum of money that BT are charging for what is a small amount of data.
Who in the real world would pay £600 for 1gb of data? (yes me if BT and I can not work out a compromise)
Not much help here, but if it's just the one mobile cancel the contract when you can and get a personal contract.nyou're entitled to pay yourself for one phone and contract if used for the business. (or part of ctt if used for personal too, but if unlimited then full amount) I suspect you can get a new phone with unlimited contract for less than you're paying BT and get all the rights a consumer gets.
I had a similar problem with home broadband. I felt I had been mis-sold, I was not informed I did not have unlimited access. I complained, stuck to my guns and they wrote it off. Good Luck.
BT have shocking customer service, it surprised me just how bad they are when I left them to go with someone else. It was like I had an affair, they wanted to charge me for all sorts of stuff and send the router back to them. Good luck trying to get Any sort of bill reduction from them.
Original Poster
Yup CS is terrible, in my experience it is even worse for business customers (not just on this issue but other over the last few years)
Will keep trying to get a resolution.
I also can't understand how a credit supplier (this is a credit account) could allow an account to
get to over 20 x times it's normal level.
If I quoted a customer say £400 to move them 10 miles but on the day they actually moved 20 miles I guess they may expect to pay a little more (only to cover fuel cost and vehicle usage) but I wouldn't charge them £8000 even if the contracts allowed us to make such crazy charges. I just would never get another job.
I just read an article about bill shock and how people are paying for more than they need so that they do not get a nasty surprise. Mostly about roaming charges but I guess the principle is the same. Nice little earner for the mobile phone co's.

Edited by: "Johnatcastle" 9th Aug 2015
I just got a BT mobile bill for £3,309.40 for August. yes three thousand pounds !!

5.4 gig over my allowance- let my son watch some sponge bob square pants whilst away camping in the van on a rainy day. I normally stay within the data limit. the month before i accidently switched off my WIFI and went over but this was capped at £200 and the data blocked. when the bill was paid someone took the cap off and data was munched on sponge bob. WHICH are on it, can anyone suggest anything else? pretty scary amount and BT where totally unreasonable (i kept my cool and didnt even swear) obviuosly i cant pay that amount and have until the 10th September to PAC my number away at a cost of £540 to keep my number but still be threatened by BT for this amount.

ANY SUGGESTIONS ??? any help would be fantastic and they will never stop us watching Sponge BoB
conansturdy

I just got a BT mobile bill for £3,309.40 for August. yes three thousand … I just got a BT mobile bill for £3,309.40 for August. yes three thousand pounds !!5.4 gig over my allowance- let my son watch some sponge bob square pants whilst away camping in the van on a rainy day. I normally stay within the data limit. the month before i accidently switched off my WIFI and went over but this was capped at £200 and the data blocked. when the bill was paid someone took the cap off and data was munched on sponge bob. WHICH are on it, can anyone suggest anything else? pretty scary amount and BT where totally unreasonable (i kept my cool and didnt even swear) obviuosly i cant pay that amount and have until the 10th September to PAC my number away at a cost of £540 to keep my number but still be threatened by BT for this amount.ANY SUGGESTIONS ??? any help would be fantastic and they will never stop us watching Sponge BoB



Firstly, wow, that's a lot of spongebob.

Any idea what your contract says re going over your limit? Did you at any point ask them to remove the cap? They should have recordings from last month. If you didn't ask for it's removal, you may be able to argue that you were unaware that you were that far over as you believed there to be a £200 cap - if they can't find any evidence of you asking for it's removal, or being informed of it's removal, then you may be on to a winner.
No idea what the contract says. I stupidly signed it. I assumed a cap was in place as it was blocked previous month. I've got no idea on data usage, a megabyte sounds like a lot but I guess should be called a mini byte ! It's a proper mental amount- family holiday somewhere nice. I'm gonna get some legal advice and tell them where to go. Big corporations just want the money !!
totally out of order- i got landed with a bill of £3,309.40 yup £3k for watching some spongebob square pants

I recommend getting in touch with a spokesmansaid, theyre helping me out

aspokesmansaid.com/con…nts

totally out of order- i got landed with a bill of £3,309.40 yup £3k for watching some spongebob square pants

I recommend getting in touch with a spokesmansaid, theyre helping me out

aspokesmansaid.com/con…nts

ktm666

Have to say I agree with the above. You signed the contract. What you … Have to say I agree with the above. You signed the contract. What you need to do is read the terms you have signed up to then you can see if you have a case or not.Yes, it is a horrific bill, which isn't proportionate at all, but you signed


Louise McLean
Chairman & CEO Business Complaints Specialist
Tel : 0800 032 5115
Email: sme.service.scotland@bt.com
Web: bt.com
while the original poster was asking for proper advice, it seems some guy has got his knickers in a twist for letting his kids watch spongebob and thinks that is more acceptable than say...watching "porn"

you've gone over your limit and regardless, your going to get charged badly, only on business accounts though, personal accounts are a lot more forgiving(to a degree)
Should have gone to specsavers
Try watchdog. i pretty sure BT is there no 1 complained company. it used to be British gas. They maybe able to advise you as they have plenty of similar cases. And BT is not at the top for no reason.
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