This topic

Tried to leave, tempted back and then was severely treated

sygoodman — Tue, 24 Sep 2024 14:44:07 GMT

Yesterday (23/09/2024). I tried to leave BT and signed up with a competitor. BT then contacted me to see if there was anything they could do to get me to stay, they offered me a great deal, I accepted and they told me it would all go through once I canceled with the competitor which I did the same day. I received an email from BT with a contract summary showing the offer and the monthly price on the same day. On the 24/09/2024 I received another email from BT asking me to contact them with no other information. So I did. I was put through to a guy ( think he said Kyle) in Belfast who reviewed the order and said it seemed to be stuck in pending and then put me through to Esha in Newcastle who eventually told me the deal was pending and was no longer available and the price would be increased from £28.99 to £40 a month which I was very unhappy about. I asked to speak to a manager and was told I could get a call back in 5 days but they wouldn't be able to do anything, so I asked to make a complaint and she told me I wasn't able to make a complaint and there was no complaints department. So as we were on the call I had to read out to her the complaints code of conduct on the BT website which she had no idea about. I asked to speak to the manager today and was told No and I'm supposedly getting a call back tomorrow. I was offered one months free and then £40.a month there after which I did not take as its nowhere near the deal we already agreed too. At this point I wish I'd never decided to come back. Additionally Esha was very unprofessional although I was very frustrated at this point so wasn't the easiest to deal with. Can someone please reach out to me to resolve this.

Re: Tried to leave, tempted back and then was severely treated

imjolly — Tue, 24 Sep 2024 15:49:10 GMT

This is a customer help customer forum and your post does not go to BT

Try phoning the retention team 08007831401 and see if they can help you sort out new contract

Re: Tried to leave, tempted back and then was severely treated

chrisjp — Tue, 24 Sep 2024 16:30:48 GMT

This smells like the classic "bait & switch" contract deviousness. Has BT really sunk to these sort of depths now?

Re: Tried to leave, tempted back and then was severely treated

sygoodman — Wed, 25 Sep 2024 08:22:34 GMT

Thanks, I'll give it a try

Re: Tried to leave, tempted back and then was severely treated

sygoodman — Wed, 25 Sep 2024 08:23:18 GMT

It really does feel like that or even if it was just a mistake admit that. Id have more respect for them at least

Re: Tried to leave, tempted back and then was severely treated

Anonymous — Wed, 25 Sep 2024 08:32:02 GMT

I would guess that the original offer was a mistake, as it seems impossibly low. But as you have it in writing you could try to escalate this through to compaints & ulimately Ofcom.

But why waste your time battling this? Just re-order with thee new supplier.

Re: Tried to leave, tempted back and then was severely treated

sygoodman — Fri, 27 Sep 2024 11:04:20 GMT

Finally got back through to the same office(Newcastle) and spoke to a Jacob who was a lot easier to deal with. I mentioned id spoken to ofcom and that i had the contract summary. Upgraded me to 1000mb and at the original price of £28.99. Happy days.

Also logged a complaint for me.