This topic

Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 12:30:28 GMT

I am mobility restricted. I have just had a cold caller from ME knock and ring on my door. They did not reply when I called for them to ask them to identify themselves. I made it to the door. They asked questions without identifying themselves. I asked who they were and realised it was ME for BT and EE.

The script suggested internet service here is very bad. It isn’t. That switching suppliers would be best. I’m already with BT so.. is the service good or bad? Much muttering about 70 people using the same copper pipes.

The person was polite and clearly just doing their job and following a script but Money Expert obviously has no concern for those with disabilities and with simply not civil trespassing on private property.

When I raised this the response was “It’s not illegal”. Nope. Unethical. The script is dishonest. But sure.

So this leaves me in a situation where my contracted company is using dishonest sales methods and has been for years as this was raised here previously. Can complain to BT except by calling or writing because it doesn’t fall into any of the categories for online complaints.

Really disappointing. And in my case a physically painful experience.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Les-Gibson — Thu, 14 Jul 2022 13:01:44 GMT

If they don't identify themselves or answer your questions when you challenge them then you can have no idea of their true purpose or intent and you should not open the door to them, how do you know that they're not preying on the elderly and infirm

Re: Money Expert for BT continuing to use a dishonest script and cold calling

JohnC2 — Thu, 14 Jul 2022 13:21:23 GMT

Hi @Daycee, welcome to the forum and thanks for posting.

I'm sorry that a visit from a Money Expert rep has give you caused you unnecessary additional pain. I've sent you a Private Message so you can get in touch with the moderation team and we'll raise a complaint for you.

Cheers

John

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Carlusha — Thu, 14 Jul 2022 13:30:33 GMT

@Daycee If you refer to ME (Money Expert) then it was nothing to do with MSE, Money Savings Expert.

They say:
We've had a series of worrying reports that cold callers have turned up at homes claiming they are from MoneySavingExpert.com and can save people money on their energy bills. So once again we're warning everyone – MoneySavingExpert NEVER cold calls, and these people are NOTHING to do with us.

As for MoneyExpert, have a gander at this:

https://www.reviews.io/company-reviews/store/moneyexpert

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:15:35 GMT

@Carlusha
I… never mentioned Money Saving Expert. I mentioned Money Expert. At a loss as to why you would you even bring MSE up when it was nothing to do with this post? And I’m aware of the previous issues, which is why I titled the post “continuing to use”.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:20:22 GMT

@Les-Gibson

Erm. That’s rather my point. That they could easily be preying on vulnerable people using the script I heard today. This situation has been alerted to BT in this very forum before. Internet reviews suggest ME have been using this script for at least two years. BT have done nothing to sort it out and ME is being paid to do this by BT.

I also clearly stated they did reply to my questions which is how I knew where they were from and which company it was.

It may not be intentional but your reply reads as if you’re blaming me for answering my own door .

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Les-Gibson — Thu, 14 Jul 2022 14:20:19 GMT

@Daycee

I think @Carlusha is referring to a story going back at least 6 years that I know of when Martin Lewis felt compelled to stress that MSE is nothing to do with ME after receiving criticism for some of their actions.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

imjolly — Thu, 14 Jul 2022 14:25:45 GMT

@Daycee

if the callers didn't identify themselves by showing ID even when challenged then you have no idea where they had come from only what they told you

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Les-Gibson — Thu, 14 Jul 2022 14:26:14 GMT

@Daycee

Correction, you explicitly said "They did not reply when I called for them to ask them to identify themselves." so yes, why would I not advise you against opening your own door under such circumstances

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:33:29 GMT

@imjolly

please revisit my post and this line:

“They asked questions without identifying themselves. I asked who they were and realised it was ME for BT and EE.”

why would I write a whole post giving the detail of an encounter with Money Expert if I hadn’t ascertained it. Do you just assume people are randomly making things up? How strange.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:35:19 GMT

@Les-Gibson

so here’s what happens if you keep reading. It’s a linear ‘story through time’ if you will.

“They asked questions without identifying themselves. I asked who they were and realised it was ME for BT and EE. “

I’m fascinated how quickly people seem to want to blame me for this experience.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Les-Gibson — Thu, 14 Jul 2022 14:36:40 GMT

You sound like a very angry person and I feel sorry for you, I shall make a point of not offering you assistance in the future. Have a nice day

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:39:29 GMT

@Les-Gibson And re the @Carlusha reply - I wasn’t blaming MSE. I was very clear all the way through it is ME.
Why you both feel the need to explain something to me that has nothing to do with my post is baffling.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 14:55:34 GMT

@Les-Gibson

i am indeed a bit angry.

Angry at being cold called.

Angry at my own supplier using a company that uses dishonest sales tactics.

Angry at people not reading my post well enough to see I asked them who they were.

Angry at people assuming I need to be educated about the difference between ME and MSE.

ETA: angry at being patronised “I feel sorry for you”

Oh and a bit angry at people suggesting I shouldn’t answer my own front door. It could have been a neighbour needing help, someone who couldn’t hear me, or a drop and run delivery driver.

I absolutely do not need the sort of help where people tell you what you already know, explain things that have nothing to do with your problem, or tell you when not to answer your own door. So all is well that ends well.

John from BT has actually offered what I would term ‘help’ which is great news and I’m grateful.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

NeilO — Thu, 14 Jul 2022 15:05:27 GMT

Hi Everyone,

Please keep your posts friendly, we want everyone to feel comfortable when contributing to the community. You can help by being positive and constructive with your posts. Please treat others with consideration.

Thanks

Neil

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 15:15:20 GMT

@NeilO

thank you for your contribution here, Neil. I honestly feel very attacked by these two listed experts replying about things I hadn’t raised, and accusing me of making mistakes. Not relevant, welcoming, helpful, or ‘expert’.

however the input from moderators has been reassuring! Thank you!

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Carlusha — Thu, 14 Jul 2022 17:25:13 GMT

@Daycee Sorry, had been out enjoying the good weather.

Apologies if I came across differently from what I intended. I was trying to make the point that the market leader MSE would never cold call for anything from broadband to insurance to mortgages to holidays. Their website actually makes this point.

ME ought to be following the same business practice as MSE but instead they (or their impersonators) go door knocking. I detest cold callers starting with the Mormons and ending with the offers of tarmacking perfectly good drives.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

Daycee — Thu, 14 Jul 2022 18:55:18 GMT

@Carlusha

It really has been an amazing day out today, glad you were enjoying it!

Thank you for this message. Whilst I was aware, for anyone else reading the thread it’s a useful clarification between MSE and ME 🙂

Re: Money Expert for BT continuing to use a dishonest script and cold calling

BillyM — Thu, 14 Jul 2022 19:18:45 GMT

@Daycee I had to raise a complaint with a cricket club back in July 2020 because of the unsatisfactory way they had handled refund of my tickets (the Test match had been called off because the country had gone in to lockdown).

After going around in circles, I eventually found the email address of the club’s Sales & Marketing Director. I found putting my complaint in writing was best for me. As it gave me more control. I was able to draft the response, read it over, add bits I had forgotten, redraft until I got my complaint saying exactly what I wanted to say.

I started with providing as many details as possible (dates, steps I had taken) while keeping it objective.

I said I appreciated the issues they were facing but then described how the situation had made me feel. I was disappointed and was able to contrast how the cricket club had handled the situation in contrast to how a local arts organisation had handled refunds. I had actually been part of a customer panel with the arts organisation, so had helped inform how they were dealing with customers as lock down lifted. I contrasted the approaches of the two organisations.

I then stated what I would like to see happen. In my case this was to ask for a full refund rather than a credit to my account which they had offered. I also suggested how the club should improve their processes (probably not what a Sales & Marketing Director would want to hear!).

Raising a complaint is always a bit of a chore but I think it’s worth it to keep companies on their toes. I hope you get a response from BT and that they improve things.

Re: Money Expert for BT continuing to use a dishonest script and cold calling

iniltous — Thu, 14 Jul 2022 19:33:16 GMT

FWIW , it’s not just Telecom company’s , or agents working on their behalf that cold call , all sorts of business will try and sell products via this door step method , no doubt the script is perfectly legal and accurate to the extent they accentuate the positive and minimise the negatives , but personally I try not to be belligerent with anyone employed to do this work , it’s probably not a job the individual has chosen to do , but more a case of ‘needs must’ , and generally, no sign ups , very little in the way of pay …

I’ve seen signs you can get , ‘No cold callers ‘ , perhaps one of these may deter them, but trespass is a little strong , if all they did was knock on the door , no doubt they would have no way of knowing of any mobility issues the occupant may have