Horrendous bill after joining BB Option 3

Question

Hi
I'm really cheesed off and could do with some advice.  Here's the background:
I've been with BT Option 1 for years and after getting charged for going over the 10gb allowance I decided to bite the bullet and upgrade to Option 3.  I had an email from BT dated 10th June confirming the switch over would happen on 18th June 2010.  Ok so far,
About the 7th of July I get an email telling me: (copy & pasted)
Dear Customer,
We thought you'd like to know that, so far in July, you've used more than 7GB of your 10GB monthly usage
allowance for your BT Total Broadband Option 1 service.
In accordance with our Fair Usage Policy, if you exceed your usage allowance, you'll be charged £1 for every extra GB you use from the second month onwards. If you do exceed your allowance, we'll tell you at the end of the month and let you know the amount of any over usage charges, which will be added to your next bill.
Phoned BT the lady I spoke so to don't worry it shouldn't have been sent and I'm on Option 3, (unlimited so I believe) she said she would put a letter in post to confirm I'm on Option 3, no letter arrived. 
Neither did a new home hub nor BT phone which I had been expecting by now.
On the 4th August, I had an email from BT telling me: (copy & pasted)
Dear Customer,
This email is to advise you that last month you exceeded the usage allowance for your BT Total Broadband Option 1 service.
Your current monthly usage allowance is 10GB.
Your total usage for last month was 64GB.
Based on a charge of £1 per extra GB, an additional charge of £50 will be applied to your next bill.
My broadband extra usage added to my August bill are:
£38 for 1 Jun - 30 Jun
8 Jun - £33
1 Jul - 31 Jul - £50
Making a total of £121 for what BT calls extra broadband usage.
My previous bills were about £130+ (give or take)so I nearly fell off my chair when my bill arrived for £288.41.  I thought by going to Option 3 my bills would be cheaper.  My bill confirms that I am paying for Option 3 from 18th June.
Straight on the phone (today Sat 21/8/2010) to customer services and was answered in India.  Yes, your bill is correct he said, you are on Option 3 which I said I thought was unlimited, no he said, there is a  fair usage limit and that is why I have been charged!
So I'm asking here why am I paying for what I think is an unlimited service, yet I am being billed for my usage which appears relates to Option 1?
And where the heck is my new home hub and hub phone which I thought was also included in my new Option 3 package?
I hope someone can supply me with some answers or at least who I can contact as my payment for this bill will be taken on the 1st September and it's rather a large chunk of money to lose at the beginning of the month.
Me thinks maybe an email to Watchdog will be in order if I get no answers from BT on Monday.

Answer 1

Thanks, I've picked the email up so I'll get back to you shortly
Stephanie
Stephanie
BTCare Community Manager
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