BT Caller Redirect? We just can't get rid of it

In April last year I noticed that on my BT phone bill for the previous quarter, I was being billed £30 for BT's Caller Redirect service, which neither my husband nor I had requested. I called the customer service line and the representative agreed the service had never been asked for, and that the £30 would be refunded. I was also told it would never appear again. Since then, every quarter, the Caller Redirect service has been added to my bill, at a charge of £30. Each time I call BT, I'm told it will be refunded and that it won't happen again, but on every bill I receive, there it is. One of the customer representatives told me it was an IT problem. This may well be where the fault lies but, short of changing our provider, we don't know what to do. AA, Kingston upon Thames, south-west London We have been getting a few emails along these lines in recent months, and wonder if something has happened to the BT billing system that is causing these problems to be thrown up. It seems odd that someone at BT hasn't been able to sort this out in the 15 months this has been going on. Also, you have to wonder whether you are the only customer suffering from this type of problem. After we raised it with BT's head office, the company jumped into action and says the matter is now resolved. You are awaiting your next bill with interest, to see if BT has sorted it out. Other customers take note – always check your telecoms bills. This is not the first time we have written about spurious phone/broadband/TV charges in recent months. We welcome letters but cannot answer individually. Email us at [email protected] or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number