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BT missold contract (line wrongly made PASG) and overcharged a fortune and won't return a penny

Helen_B — Sun, 08 Dec 2024 13:10:07 GMT

Shocking misselling by BT! Agreed with BT that one underused phone line would be PASG (to save money) and the other main phone line would be unlimited minutes, but instead both lines were made PASG, so the bills went through the roof. BT's mistake, not mine! However, since the bills were online I didn't see them. They won't pay a penny in compensation as the contract was set up 2 years ago and apparently the original mistake becomes nullifed when sufficient time has elapsed. Not even a goodwill gesture after I have been a loyal customer for over 30 years!

BT do not look after their customers and take NO responsibility for mistakes they have made!

Beware if you have 2 phone lines - both have to be on the same plan and BT employees don't actually know this themselves, so will continue to missell their own products.

Re: BT missold contract (line wrongly made PASG) and overcharged a fortune and won't return a penny

allanraymond — Sun, 08 Dec 2024 16:37:37 GMT

I don't quite understood why if the bills are on line you didn't see them? I check my BT bills each month on line even though the actual cost doesn't change from one month to another. Is PASG the same as PAYG?

Re: BT missold contract (line wrongly made PASG) and overcharged a fortune and won't return a penny

Helen_B — Mon, 09 Dec 2024 10:34:25 GMT

I meant PAYG - yes, means being on the system/having the app - you're clearly much more organised than me!

Re: BT missold contract (line wrongly made PASG) and overcharged a fortune and won't return a penny

gg30340 — Mon, 09 Dec 2024 12:35:34 GMT

@Helen_B wrote:

BT do not look after their customers and take NO responsibility for mistakes they have made!

Do you not think that the customer, in this case you, should take responsibility for not checking the documents that were sent out when you changed your contract and for not checking your BT Bills and your Bank statement for the last two years which had you done that would clearly have show that there was a "mistake" of some sort either by you or BT and you could have taken action to have it rectified long before now.

The fact that the bills are on line has nothing to do with this. BT sent them out and you chose not to check them that makes it totally your fault for not seeing them.

Re: BT missold contract (line wrongly made PASG) and overcharged a fortune and won't return a penny

pottyperson — Tue, 10 Dec 2024 12:04:55 GMT

@gg30340 wrote:

Do you not think that the customer, in this case you, should take responsibility for not checking the documents that were sent out when you changed your contract

My thoughts exactly. Not checking bills is one thing (though it's good practice to do so following a change) but I find it inconceivable that a fluid bank account can go without a thorough check for two years. No wonder scammers are in paradise. For reasons of pedantry and accuracy, I check mine regularly; it uses up a couple of minutes of my life each week, which I could easily waste on something else, but it's worth it.