I have been a loyal BT customer for more than 25 years. When I moved to Suffolk from London in Oct 2019, I added broadband to my phone line. I made it clear that first of all I would be in a rental and would be moving to somewhere permanent after about 6 months. I was told that wouldn't be a problem, I could just move over my service. I was given to understand there would be no financial penalty. I have now received my new bill and was staggered to see a 'penalty' charge of £52.25 for cancelling a contract early. Along with an extra £20 for 'renumbering' this meant that my bill had doubled from the last quarter.
To add insult to injury, they stated that future bills would be around £115, so adding a further £19pm!!
I managed to speak to someone, who went away several times putting me on silent hold, and when this went on for over 13m the second time I noticed three separate emails stating 'as agreed we are crediting your account with £10'. My call was still open, but the agent never got back to me. I didn't get the chance to say that I'd noticed the wording on the bill was 'leaving contract early' and to query this.
I have sent a message to BT on the FB page stating all the above.
Is it standard practice to give out mis-information to customers about the penalty that was applied to my account? And why have they only credited me with £30, which was NOT with agreement, since we never spoke after the silent hold. That's if I AM getting £30 back. I want the rest of it, because I did not cancel the contract early. I carried over the phone line and broadband, to my new address, as agreed back in October.
When my contract ends, whenever that is, I have decided to shop around for a new supplier.
