BT Phone Problem

Last xmas we bought my 80yr old sister in law a new BT Phone with ‘Call Gaurdianl’. All went well until last month when my wife tried to ring her and got no answer – not even a ring tone.
I rang her on her mobile, only to find out that she had not received any calls on her landline over the previous week or so. Not even a ringing
I Talked her through connecting her old wired phone to the BT I/F box , but when we tried to ring it we were still unable to get through to her phone not even ringing, and no intercept response at our end.
I told her to contact BT, and notify them of the problem. They sent a contracted technician out, who informed her that the problem was in the exchange, and he would go and get it sorted, which he did do, and within a couple of hours her phone was working normally again.
Yesterday she received a bill of £120 from BT, as they said that she had caused the problem by pressing an accept button on her phone when they offered a call blanking service !!. She knew nothing about it !!
I have suggested that she goes to the C.A.B with her complaint, but any member have a better suggestion on what she should do about it ?

Tried this with me a dew years ago where we had a fault on external line before it came into the house. They took @140/160 out of an account I usually just use for paying direct debits etc forcing the acc into overdraft. when I found out later I phoned them and they said it was an internal fault on the wiring after teh main box. I denyed this and asked to see what the bt openreach tech had put down on the job sheet as i knew he fixed an external fault. She said that it would take 10 days before they would know the result of my query. 10 days later they left an answer machine message say I was right and they had credited tha full amount to my bt account. I phoned them and demanded that my refund was refunded into my bank account where it was taken and not aplied as credit on BT account which they did. There is a apk called resolver or a webpage which helps you complain and keeps a record etc.... Resolver - Free online tool for complaints and claims | Resolver

Finally, after a long wait BT have accepted My sister in laws claim, and have now repaid the £120 back into her bank account
p.s - They wanted to charge her another £10 for a copy of the engineers report !!!

Gwyn1 said:

Finally, after a long wait BT have accepted My sister in laws claim, and have now repaid the £120 back into her bank account
p.s - They wanted to charge her another £10 for a copy of the engineers report !!!

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Bloody bleep bleep bleep robbing bleep bleeping bleeps.