BTcustomer accounts have been debited
without warning after the telco suffered a technical problem with a
server.
Rules set by banks state that direct debits of variable amounts
must be available to customers to view before the money is taken
out of their account.
But BT confirmed that a technical fault on its
online billing system meant that some customers who receive
their BT bill online were not able to view them in advance of
payment. The problem occurred throughout October.
"For a small number of customers, we have collected the correct
amount of the bill, on the correct date, but without customers
being able to view their bill online," said BT.
David Grey, a BT customer in Hampshire, said had money taken out
of his account without warning. "The debit hit the bank account and
there was no notice."
A spokeswoman at UK payment association
Apacs said, "The question is what steps has BT taken to inform
customers of the problem?
"Because of a lack of advanced warning individual customers
might not have been able to make sure they had enough funds," she
said.
BT said affected customers are covered by the
Direct Debit Guarantee scheme.
These guarantees state that if the amounts to be paid or the
payment dates change the company collecting the payment will notify
customers in advance of an account being debited. If errors are
made customers are entitled to a full refund.
The problem would be sorted out within a few days, BT said.