Mis-sold BT home move package - Complaint going nowhere

veronica1 — Thu, 26 Sep 2024 17:18:51 GMT

I'm feeling at the end of my tether, I phoned to make a home move with BT and as they had to downgrade the package from Fibre 100 to Fibre 2 as I do not have full fibre at my new property they couldn't get the package exactly the same but instead of £19.41 it would be £19.99 and they would waive the set up fee.

I was happy and agreed to those terms until the emails came through saying that the package would be £39.99 with a £11.99 set up fee. Phoned back straight away and put a complaint in saying that the package is incorrect and I have been mis-sold and promised a callback after they listened to the phone call back.

Callback never happened so I called again and they said they couldn't change anything until the service was live so I called back yet again today and lo and behold the customer representative said he couldn't do anything so in his opinion I should just cancel. I asked for an update to the complaint as the previous person I spoke to said it was no problem to change once the service was live and he just said he couldn't give me anything and no way to contact someone. I asked for the complaint to be escalated but I have little faith this has been done.

I was on the phone for 45 mins and don't want to be on hold again and I've tried to check the complaint status online but that just comes up with a network issue.

How do I get an update on the complaint or for someone to look into it or do I have to wait 8 weeks and just raise it with the Ombudsman?

Re: Mis-sold BT home move package - Complaint going nowhere

imjolly — Thu, 26 Sep 2024 21:44:30 GMT

The links in this post may help

https://community.bt.com/t5/Home-phone-including-Digital/Make-formal-complaint-about-BT-treatment-of-vulnerable-person/m-p/2407092

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Mis-sold BT home move package - Complaint going nowhere

Re: Mis-sold BT home move package - Complaint going nowhere