Overcharge on fixed charges (vat change problem?)

My BT bill is 15th Feb, and has a higher than expected fixed charge.  These are in advance, and they have to apportion and charge the extra VAT from Jan 1st; however, that isn't much.  The bill is complicated by their method, and I asked them to explain the increase.  I complained, and although I asked for email, I got a phone call;  a foreigner difficult to understand fully.  The gist seemed to be that their new accounts package has charged me an extra 6 weeks rental, which is a one-off and won't happen again!  After discussion, he is giving me an immediate £20 credit, and a month's free rental.  I said that I wasn't really satisfied without a proper explanation, but acceped it provisionally.  They're not going to correct the bill.  What on earth is going on?

Interesting point about charges being rounded up, it's the same with calls.
The other point that caught my eye was the merging of accounts. I moved away from BT for calls a few years ago but kept broadband with them.  Last month I decided to return to BT (Big mistake but that's another story)
When I arranged to return I was told it would all be on my existing account. Then I got a paper bill for 3 months in advance, with all the added charges for non monthly, paper billing etc. Was then told; No we cannot merge them, you will have to go on line and register. (again)
At every turn I have found staff apologising profusely, yet I don't get what I was offered, and they can't provide explanations, all UK and India staff just follow a script that blames "the system".
10 days and still waiting for the service I contracted for.
Wondering what went wrong with human communication?

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