I find your story very interesting because I had a period when I was told caller ID display was included and yet I was charged - a mismatch. I specifically asked when renewing the contract and was again told ID display would be included for free - again the second quarterly bill included a charge. For while I got the charge refunded but in the end it was not refunded and BT began denying that they had said it would be free. I turned to the Ombudsman quoting call dates and times - they turned around and said a retailer is free to vary the terms of business at will. In a word "Tough". This is but one of my experiences of how "freedom" means something very useful for businesses and more or less the opposite to the consumer/public. "Justice" is another concept that is similarly weighted. I left BT after 35 years or so with a determination never to go back to them. By the way, the telephone directory has much less to do with BT's customer base than the UK's obsession with ex-directory status.