I'm being charged for my evening calls even though...

Starting back in May 2011, I moved home and had to have a new phone line installed into the new address. I told BT very clearly that I wanted the new line to be on the Unlimited Evening and Weekend Plan as I was at my old address.
Ever since then, both my May and June bill have call charges for all of my Evening calls i.e. calls made after 7:00pm and before 7:00am. Strangley my weekend calls are not being charged.
Furthermore, my account does say that I am indeed on the Unlimited Evening and Weekend Plan.
I have contacted BT on 2 separate occasions by phoine; the first time being when I got my May bill and the second time when I got my June bill. On both occasions I got the usual standard apology and the calls charges refunded, but the problem has not been fixed! I cannot keep calling BT every month with the same complaint seeking refunds!
So, since BT seem incapable of fixing their own billing problems, what's my next step? OFCOM?
I am serisously thinking of changing my provider.
If anyone has any advice, I would much appreciate it.
Thanks.
Solved!
Go to Solution.

Kathryn135 wrote:
This is also happening to me. I have called to complain and was told the overcharging would stop. However, it has continued for third month running. I will call again to complain tomrorrow. Our latest bill is showing for £81 because again the unlimited monthly plan has not been applied. Please can someone advise what the next step in the compliants process shpild be?
Hi. Welcome to the forums.
I would suggest your best bet is to contact the moderators via this method :-
Moderation Team Contact Address: please fill out the "contact us" below.
http://bt.custhelp.com/app/contact_email/c/4951
You may need to wait 2 or 3 days as they are quite busy people.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

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Adobe <[email protected]>
Jan 9 (3 days ago)
to Debi
For additional help, reach us at http://helpx.adobe.com/contact.html
General Info
Chat start time
Jan 9, 2015 8:01:45 AM PST
Chat end time
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Duration (actual chatting time)
00:26:15
Operator
Sunil Kumar
Chat Transcript
info: Thank you for your patience.
While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.
info: You are now chatting with Sunil Kumar.
Sunil Kumar: Hello! Welcome to Adobe Customer Service.
Sunil Kumar: Hi Debi.
Sunil Kumar: One moment while look into the issue
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Sunil Kumar: I understand that you want the refund for the subscription which you have purchased by mistake thinking that it is a yearly subscription, right?
Debi Smith: We started with Adobe by paying $14.99 monthly. Last August, we decided to go with the annual to save money, Since that time, we have continued to be charged monthly since August - December 14.99 monthly, in error. How can I get refunded the overcharge $59.96 and stop this charge?
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Debi Smith: k
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Sunil Kumar: Is there anything else I can help you with?
Sunil Kumar: I'm sorry, did I lose you?
Debi Smith: ARE YOU STILL THERE?
Sunil Kumar: Yes. Sorry for the delay.
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Debi Smith: General Info Chat start time Nov 12, 2014 3:07:00 PM EST Chat end time Nov 12, 2014 3:37:31 PM EST Duration (actual chatting time) 00:30:31 Operator Rakesh Chat Transcript info: Thank you for your patience. While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: You are now chatting with Rakesh. Rakesh: Hello! Welcome to Adobe Customer Service. How are you doing today? Rakesh: Could you please elaborate your issue Rakesh: Are we still connected? Rakesh: Are we still connected? Rakesh: We have not heard from you for some time. Do you wish to continue to chat? Rakesh: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance. Rakesh: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye! info: Your chat transcript will be sent to [email protected] at the end of your This was an email from 11/12/14 Debi Smith: When I realized that the monthly charge wast $14.99, I paid for the annual subscription and understood that the $14.99 charges would stop and the previous one paid would be refunded. Please advise as to when the refund will be given. I purchased the annual in September and the last $14.99 charge was October 13th. My account shows that both plans are still in play and I am being charged for both. Please help as I only want the annual and the other needs to be credited.
Debi Smith: Will they email or call? I have to go now.
Sunil Kumar: They'll email you.
Sunil Kumar: Is there anything else I can help you with?
Sunil Kumar: Are we still connected?
Sunil Kumar: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
Sunil Kumar: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!

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