Complaints - Lack of response - Please Help!

Here is a copy of an email that i have sent to BT twice in the last 4 days,  as yet i have not received a response or even an acknowlegement. 
Hi I have a complaint about my BT bill that I tried to resolve with no success via telephone this morning.
I am currently a long-standing BT customer signed up to the unlimited anytime plan plus friends and family mobile at £4.99 month.  This is a continuation of a 12 month contract that I took out when I returned my calls to BT.  Upon checking my bill (more closely than usual) I have discovered a discrepancy between what I thought I was paying and what I am actually being charged each month.  If I log onto MYBT.COM>PHONE>CALLING PLANS & ADD ONS it states that my monthly charge including line rental is £16.53 ( I appreciate that this may increase by 50p to reflect another Line rental increase).  However when I then look at the PDF copy of my latest Bill it states that my Calling Plan and line rental is £19.28, if I remove my £1.25 paper discount this equates to £17.78 not £16.53 as stated on YOUR website MYBT.COM when I log in.
When I spoke to one of your billing representatives today 'RAVI' said that he would refund the additional amount I have been paying on condition I signed up for another 12 month contract.  When I said that this was unacceptable to expect me to agree to another minimum term contract when the error was BT's he said that was all he could do.
He stated that I was on the unlimited calls plan but was being charged £5.99 as I was not 'in contract' I explained that when I reached the end of my last minimum term contract that I spoke to BT and they advised that I would continue on the £4.99 deal without agreeing to a new contract term.  Whilst the amount in dispute is very little I am somewhat disappointed in the way that this has been handled.  Imagine if BT were to apply this charging model to all customers the amount would be very substantial. 
I have always said to others that I have stayed with BT because whilst they are not the cheapest they were the best at what they do.  Maybe it is time to reconsider where I should be routing my line rental and calls in the future.
I would like to hear your views on this matter
On another note when I try to complain via your ‘helpful’ website using the following link http://bt.custhelp.com/app/contact_email/c/2702,2706 I keep getting an error message saying ‘Your phone number must begin with a 0 or 1’  I have filled in the form correctly and cannot seem to submit it
Thanks in advance for any help.
Solved!
Go to Solution.

Hi Craig
I understand your frustration when waiting for a response.
I've been there on a few occasions
The mods do receive a lot of email's, they'll get round to you as soon as they can
Did you provide a link to this thread (for reference) when you sent the email?
-+-No longer a forum member-+-

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