The Regulatory Authority said they are “further investigating whether the billing errors by Bermuda Telephone Company [“BTC”] for its business customers [explained in the Authority press release of December 13th, 2016] may represent a wider issue with its billing practices, which may include residential customers.”
“All BTC customers, whether business or residential, are advised to check whether unexpected charges have been included in their bills. The billing errors being investigated by the Authority may date from September 2016 [in terms of increased and/or unclear charges being made to customers by BTC],” the RA said.
“If customers identify a discrepancy in their bill, they should submit a complaint in writing to BTC at email@example.com. It is important that customers are aware that, in accordance with BTC’s Terms and Conditions, customers are not liable for disputed charges until the dispute is rectified. However, customers do remain liable to pay all undisputed charges to avoid disconnection of service.
“When the Authority concludes its investigation, a further announcement will be made.
“Customers who do not receive a response from BTC can notify the Authority via its website at rab.bm. For further information, please contact the Consumer Protection Manager at the Regulatory Authority – Nakia Smith at 405-6000 or email firstname.lastname@example.org.”
Following the RA’s initial statement last month, a BTC spokesperson said, “We can confirm there was an issue with a third party system that resulted in a limited number of our business customers receiving services for which they were not invoiced.
“No residential customers were affected by this and the system issue has now been fully rectified. We worked proactively to provide clear information to our affected customers, we understand the concern and frustration some have and remain committed to resolving case by case.”