27 Jan 2000
Poorly designed software means that BT Cellnet is overcharging its customers.
Customers using the Friends and Family-style discount have not received rebates because the numbers they registered have been lost.
"We can't prevent the system from automatically wiping numbers when they are changed. We are looking for a solution to this problem," the company admitted.
The problem was highlighted by John Loader - a former software tester at BT - whose first quarterly BT Cellnet rebate amounted to just 9p. He discovered that by adding two numbers to his list, he had caused his initial eight to be deleted.
Despite numerous complaints since September, BT Cellnet admitted the problem only last week, when it refunded Loader £102.79. The company has around seven million customers.
"You can't test software completely, but this is pretty basic," said Loader.
BT Cellnet said it relies on staff to save numbers manually. "It doesn't happen all that often, but when it does, it's down to human error."
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