Originally Posted by madnes:
“Your contract is on going until you decide to leave / Switch.”
Not true, as I just found out this afternoon. You now have to contact them each year to stay on a plan if it includes a discount, because the discount only lasts for 12 months.
No notification from them whatsoever that we (my father and I, with separate accounts) were no longer on renewable contracts because they were banned by Ofcom. No notification whatsoever that we would now need to contact them each year to continue to benefit from our discount. Previously, we would get a letter from them each year to remind us of the renewal, telling us we didn't have to do a thing if we wanted to stay on the plan, and that suited us perfectly.
The end result? A 76-yr-old pensioner is overcharged for 6 months (I was overcharged for 2 months). It would have been longer had he not had me to help him. Plus, there is no way in hell he is going to be able to remember to contact them each year. The very least they could do is send a yearly reminder to their elderly customers. Shame on BT.
Originally Posted by forestlad:
“you should receive a refund of anything they may have overcharged”
If the overpayment is less than £10, they will only deduct it off your next bill, which means waiting another 3 months.

If it's more than £10, they'll refund to your bank account (if paid via direct debit) within 5 working days - as is happening with my father.