Why is BT giving me two bills for one line?

Crossed wires: all I asked for were some account tweaks, now I’m getting two bills. Photograph: Bloomberg/Getty Images

I have had a residential line with BT at my home for more than 41 years, and have always paid my bills on time. Because we live in a rural area with very slow broadband, I have had a business broadband connection to enable my son to download large internet files. I also have a BT residential line.

For around 11 years this has worked fine, until last year when I received a sales call from BT asking if I was happy with my service. I decided to change a couple of optional extras. Ever since, I have received two bills for the phone line and for the same calls.

All my attempts to get this trivial matter resolved have been in vain. I wait for hours on hold, get cut off, and when I finally get through to someone I am told I have to speak to the business side of the operation.

So I call them, only to be told that it is a residential matter. Round and round we go. If I hear the words “Your call is important to us, but we are very busy at present” one more time I think that I’ll go mad.

Please help. MM, Newry, County Down

We get too many complaints in this vein about BT, and could probably run one every week without too much difficulty. This company recently said it was bringing more customer service positions back from its offices in the east in a bid to improve its customer services. Fortunately we were able to find someone at head office to help you sort this out. Someone called Rona stepped into the breach and finally got to the bottom the matter.

It seems that the company had managed to confuse you with another man of the same name who asked for the service for which you were paying. Finally the matter has been resolved. You have been given six months’ free broadband access to apologise and are delighted that you won’t have to hear “your call is important to us” again – hopefully for a long time.

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