I have a severely autistic six-year-old who got hold of the TV remote and bought £734 of kids’ programmes on my BT account. BT refuses to waive the charges, although I have never purchased any programme during my five years as a customer. It has given me two weeks to pay but, as a single parent, I can’t afford this. HT, Mirfield, W Yorks
You say your child managed to order 40 programmes in 10 minutes, so it’s disappointing that BT didn’t flag up unusual usage in the same way that banks do. It has now agreed to cancel the charges as a goodwill gesture.
You now need to ensure that future payments via the remote are protected by the pin you chose when you first subscribed so this can’t happen again.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
