My son, who is mentally ill and lives on benefits, moved into independent accommodation in October. He relies on support, so a phone line is vital. He was signed up to BT Basic (a plan for those on low incomes), then, without prior warning, he received a large bill and was advised that he had been transferred to the Unlimited Weekend Plan. The money was taken by direct debit. BT says he must reapply to return to BT Basic. SB, Sheffield
BT explains that your son’s initial application for BT Basic failed because of a system error and no one thought to let him know. So for two months he was unwittingly racking up extra charges. All you received when you complained was a new application form for BT Basic. Your son has, unfortunately, had to resubmit all his details, as BT seems to have lost the original paperwork, but it is crediting him with £38.31 to cover his overpayment and adding a £25 goodwill gesture.
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