BT charges 85-year-old £218 for five minute job
A PENSIONER who refused to pay a £218.88 BT repair bill has won his battle to have the charges dropped.
Retired painter and decorator Kenneth Russell, aged 85, from Piggott Grove, Bucknall, called the phone company in May to complain about crackling on his line.
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He told them he could not afford to pay a high repair bill, but said he needed help fixing the fault.
BT sent an engineer to his house and he spent five minutes fixing the connection box. He used a replacement metal plate which cost £5.85.
They then sent him a bill for the plate and £189 labour charge plus VAT.
Father-of-three Mr Russell said: "I was in complete shock when the bill arrived. I did not know how I was going to find the money and I couldn't understand how they could charge me that much for five minutes' work.
"My phone is my lifeline. I have been a BT customer for 50 years and I've never had such a bill before in my life.
"I'm financially comfortable but not very well off, and they were charging me the equivalent of nearly two weeks of my pension. My children all live far away and I need it to talk to them."
Mr Russell is on medication for blood pressure, has an irregular heartbeat and suffers with ulcers on his legs.
The Sentinel contacted BT on his behalf and after an investigation the company decided to waive the bill.
Mr Russell added: "Pensioners like me simply wouldn't be able to pay a bill like that. It's not often things go wrong with phone lines but when they do you wouldn't feel like getting in touch with BT if they are going to bill you an extortionate amount like this. If I had known it was going to be this much I would have done without the phone and left myself isolated and vulnerable.
"When I phoned to complain about the bill they said the damage was caused by a lightning strike but we didn't have any lightning when the line went bad."
BT says it investigated Mr Russell's case and decided to give him the benefit of the doubt, and waive the charges, due to lack of clarity surrounding the advice given to him before an engineer was sent out.
A BT spokesman: "We have reviewed the case and, as a goodwill gesture, have agreed to waive the charges."
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2 Comments
by Terri, Stoke
Wednesday, April 22 2009, 11:05AM
“BT are a joke, i also have bad crackling on my line and was charged £100 for an engineer call out. He said he couldn't find anything wrong, this is the same engineer who didn't know how to use the BT hub, even though he admitted to having one himself! Glad Mr Russell doesn't have to pay the ridiculous bill. My BT contract won't be renewed when it runs out next month, i'd rather use a mobile phone and broadband connection.”
by Peter, Maldon, Essex
Wednesday, April 22 2009, 9:05AM
“'Good will gesture'? What the hell do customers pay the standard charge for if it isn't for maintenance of the line.A poor reception means that BT are not providing the service required and should be responsible for any costs involved to provide an adequate supply.”