When my bill for phone and broadband shot up by about a tenner in August, I rang up BT and was told my loyalty discount had ended.
I was reassured to be told that it would be reinstated and corrected.
On the strength of this, I paid for another year's line rental in advance.
Because I had signed up to BT Sport I rang again in September to clarify the length of my contract and was told that this would continue – at the same rate – until May (I think!).
However, checking my bill on line this week, I found that I've been charged the full whack – no discount – for three months. So I rang again.
I was told this time that the discount didn't exist and could not be applied, either retrospectively or on further bills.
So it appears to me that I have been deliberately misled.
How do I sort this out?
I suggested examining the evidence BT had – notes, recordings of calls – to see what was said, but this involves submitting a letter and sending a cheque to BT.
It's going to take way too long.
Is there any way of getting this over quickly, so I can make up my mind whether to stay with BT or move to another phone and broadband provider?
I thought I could trust BT, but this is the last straw. I've been a loyal customer for years, but there are many better deals out there.
I am sorry to see you are having problems
I suggest you contact live chat at this link they should be able to help you
Chat is limited to 240 characters. I can't explain my predicament in that. And I don't want to feed it through in dribs and drabs. I don't want to spend all my day wrangling with BT. Why can't somebody look at my problem, examine the evidence, and get back to me BY EMAIL?
01795 wrote:Is there any way of getting this over quickly, so I can make up my mind whether to stay with BT or move to another phone and broadband provider?
Realistically, no, there isn't. This is a difficult contract detail dispute. You believe that your discount had been re-instated, but BT's computer says it wasn't. You then signed up for BT Sport, which locks you into a 12 month contract.
The only way it's going to be sorted is if you raise a complaint with BT and insist that they replay that original call to BT. BT's complaints procedure isn't particularly speedy or efficient.