This topic

Transfer to EE without consent

Boris1 — Sun, 21 Jan 2024 08:13:01 GMT

A very elderly person I know rang BT as she was having problems with the mobile. They were transferred to someone else (almost certainly an EE "Sales person", who said I am sending you a new SIM. They said "I don't want a new SIM". The EE salesperson then said sorry it is too late I have "pressed the button". The elderly person then was sent a SIM by post and on their BT account they now have a new contract with an end date of Sept 25. Rang BT who said "nothing we can do - you will have to phone EE". This elderly person never rang EE, never asked for a new SIM or contract and was transferred to EE without consent or request. This smells rotten.

Any others out there ??

Re: Transfer to EE without consent

Keith_Beddoe — Sun, 21 Jan 2024 08:22:19 GMT

@Boris1

Welcome to this user forum for BT Retail phone and broadband customers.

It may be worth posting on the EE forum.

https://community.ee.co.uk/

However, bear in mind that all BT mobile users are being moved to EE, so there is nothing unusual about that.

Re: Transfer to EE without consent

gg30340 — Sun, 21 Jan 2024 08:48:44 GMT

Make a formal complaint. Even if all BT customers are being moved to EE they had no right to do this if it involved starting a new contract especially if the customer did not consent to the new contract.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Transfer to EE without consent

Boris1 — Sun, 21 Jan 2024 09:02:06 GMT

As a BT customer I appreciate the real efforts put in by this company to have a focus on customers - this has improved the previous poor customer ratings it had.

One event like this puts it all back. A previous poster stated in reply to me noted "nothing unusual here - move on". I would say a culture in a company where someone (clearly very elderly on the phone rings about a fault) that they are then transferred to another company (EE) and that person then does not address the fault but puts them on a new contract and sends out a new SIM - despite that person saying "no - I do not want a new SIM"; and then saying sorry all too late: presumably then tells BT that they have had a sale (so a new contract with a new end-date appears on the BT account - and the mobile account is no longer accessible); is not doing the "right thing" and if it is not "unusual" then someone needs to change things.

PS - thank you for your reply

Re: Transfer to EE without consent

Keith_Beddoe — Sun, 21 Jan 2024 09:04:21 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators, who may read your comments.

Re: Transfer to EE without consent

Boris1 — Sun, 21 Jan 2024 10:31:55 GMT

Dear Keith

Thank you -- much appreciated.

I think it is a really good idea to have this..

Re: Transfer to EE without consent

StuartH — Sun, 21 Jan 2024 12:07:58 GMT

Hi @Boris1

Thanks for posting and welcome to the community.

I'm sorry to learn this has happened to your friend. I'm afraid with it being EE Mobile this isn't something our Moderation team can help with I would as suggested by Keith, I'd recommend contacting the EE Community or raising it with EE directly by calling 150 from an EE mobile or 07953 966 150 from any other phone. They should be able to investigate this order for you.

Sorry, I can't offer more help unfortunately as it's been moved over to EE mobile it's on a system we don't have access to.

Thanks.

Stuart

Re: Transfer to EE without consent

StewM — Sun, 21 Jan 2024 12:31:20 GMT

Sorry @StuartH , I think this is a pretty poor response. This is BT not EE responsibity.

The BT Team have, according to the poster, transferred a customer from BT to EE without the customers consent. I agree with @gg30340 that an official complaint should be raised and someone with access to both systems can sort this out.

Stew

Re: Transfer to EE without consent

StuartH — Sun, 21 Jan 2024 13:18:42 GMT

Hi @StewM

I certainly can agree it does need someone with both systems, this is why I recommended contacting EE as BT Mobile moved into EE more chance someone with access to both systems can give this the correct attention it deserves to get a resolution.

Stuart

Re: Transfer to EE without consent

StewM — Sun, 21 Jan 2024 13:40:29 GMT

But the customer needs to raise a complaint to get it rectified. The potential error is on BT side not EE’s side. They can try to raise a complaint with EE but as EE are not at fault, EE will refer back to BT.

Customer needs to be raising complaint with BT, not contacting EE.

Stew

Re: Transfer to EE without consent

gg30340 — Sun, 21 Jan 2024 14:01:43 GMT

@StuartH

You seem to be missing the point. The OP's friend called BT because she had a problem with her BT mobile phone.

The BT Customer Service rep would appear to have not been interested in that and being more interested in moving her on to EE and as such she was transferred by the BT customer service rep to the EE sales rep and then the "hard" sale took place.

She was not phoning to change her BT mobile phone or contract, she was phoning to have a problem rectified.

For want of a better phrase her mobile phone contract has been "slammed" and BT instigated it by not listening to what the customer wanted when she contacted them

I think that BT are responsible for this whole affair and it is up to BT to resolve it and if that means BT have to contact EE then so be it.

I agree fully with @StewM that your response is pretty poor or worse given that this sorry affair is wholly down to the BT rep not doing his job properly or if, as you would appear to accept that it has been done properly, there is something far wrong with the how BT are dealing with its customers

Re: Transfer to EE without consent

Anonymous — Sun, 21 Jan 2024 14:01:44 GMT

@StuartH

Appreciate you don't have access to EE's systems to get this cancelled. But you presumably do have access to the the BT side that would allow the operator who transferred a fault report of a BT product out to the sales team of EE? Said operator would appear to need some words of advice, unless of course it's part of an official drive to upsell?

Re: Transfer to EE without consent

chrisjp — Sun, 21 Jan 2024 14:19:20 GMT

I think we've heard from a number of these postings that both BT and EE customer service agents are all on commissions that incentivise them to upsell and to move retail customers from BT to EE.
And it seems to me a little absurd for them to keep on insisting that they are separate companies when they have actually merged. Just because they have kept 2 separate brands shouldn't mean that customer services for BT is completely separate from that for EE. That just allows them to pass the buck between each other.

Re: Transfer to EE without consent

StuartH — Sun, 21 Jan 2024 14:30:25 GMT

Hi @Boris1

If the calls have been recorded I can do my best to find out what was advised before it was changed over to an EE Sim.

I don't think we have a way to move a customer back to BT Mobile from EE, as BT Mobile is changing over to EE eventually, I can see if I can find someone who can help us with the Mobile account from the mobile team.

I've dropped you a private message asking for the details we will need to open this complaint.

Thanks

Stuart

Re: Transfer to EE without consent

zulu17 — Sun, 21 Jan 2024 14:33:54 GMT

As there appear to be two companies involved I would suggest

1 Raise complaint with BT over the handling of the initial support call and subsequent closure of account.

2 Raise complaint with EE over the selling of the new account.

Both companies should be abiding by Ofcom

from the description given it seems there are grounds for concern as to how this customer issue was handled.

Re: Transfer to EE without consent

Boris1 — Sun, 21 Jan 2024 14:43:33 GMT

Quick question

1. How do i raise a complaint in BT?

The point here is that there is in my view poor practice on both BT and EE. To be clear -- my friend never phoned EE, she phone BT because of a problem with the phone (not with the account or the SIM). So why did the BT operator transfer he to EE?

The situation at EE was worse - despite my friend saying she "did not want a new "SIM" the operator did it any way and then said "so sorry -- too late to correct it now".

I doubt very much this is a solitary problem so BT need in my view to get a solution in the interim that they can sort out problems of their making (as was the case here) and not sit back and say -- "so sorry not our problem - you have to sort out with EE".

In addition to my time the elderly person I am writing about has spent several hours last week trying to sort it out and this has left her stressed and having lost trust in BT.

I get it that BT and EE have agreed a joint way forward but send something to give people choices and options and not do this opportunistic "hard sell".

Re: Transfer to EE without consent

garybs29 — Sun, 21 Jan 2024 14:54:00 GMT

@Boris1wrote:
The situation at EE was worse - despite my friend saying she "did not want a new "SIM" the operator did it any way and then said "so sorry -- too late to correct it now".

Whoever it's been sold by that is absolute rubbish too, like anything there's 14 days to cancel & if number wasn't transferred it could've stayed on BT too

Re: Transfer to EE without consent

StewM — Sun, 21 Jan 2024 15:15:00 GMT

@Boris1wrote:
Quick question

1. How do i raise a complaint in BT?
The point here is that there is in my view poor practice on both BT and EE. To be clear -- my friend never phoned EE, she phone BT because of a problem with the phone (not with the account or the SIM). So why did the BT operator transfer he to EE?

The situation at EE was worse - despite my friend saying she "did not want a new "SIM" the operator did it any way and then said "so sorry -- too late to correct it now".

I doubt very much this is a solitary problem so BT need in my view to get a solution in the interim that they can sort out problems of their making (as was the case here) and not sit back and say -- "so sorry not our problem - you have to sort out with EE".

In addition to my time the elderly person I am writing about has spent several hours last week trying to sort it out and this has left her stressed and having lost trust in BT.

I get it that BT and EE have agreed a joint way forward but send something to give people choices and options and not do this opportunistic "hard sell".

Hi @Boris1 if a mod contacts you then raise a complaint through them. If not, at the bottom of this website there should be an option “Make a complaint”.

If all fails, as @garybs29 says, as this is a new contract, it has to come with a 14 day cooling off notice. Use that and consider where you transfer your mobile contract. If this is the way BT customer service are going to treat BT customers then I don’t blame anyone voting with their feet!

Stew

Re: Transfer to EE without consent

Boris1 — Sun, 21 Jan 2024 15:35:22 GMT

Hello Stuart

I have tried sending a private message with photos... It said it did not like any HTML and to edit - I then sent plain text and I got a message saying "I had reached the limit of private messaging".

Any advice?

David

Re: Transfer to EE without consent

gg30340 — Sun, 21 Jan 2024 15:28:33 GMT

You need to remove your email address. This is a public forum and you could end up being swamped with spam plus it is against forum rules to post email addresses.