BT, Take a Gold Star and a House Point!

I just had reason to call BT.  An item I expected to be free appeared on my bill for money.

The call was free (good).  When I got through there was a long delay (bad), but they said "You can stay on the line for a wait of about five minutes (good to know) or we will keep your place in the queue and call you back if you opt for that." (wow!)

Now that is service.

Better than that, when I queried the item on the bill, they explained both why it would be chargeable, but that, since I had not been made fully aware of the fact, it was now free.

Is this really BT?

Wow.

They've listened to customers!