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rsdraig
Beginner
6,675 Views
Message 1 of 7

Statutory rights

Hi,

 

Can someone tell me what my statutory rights are for cancelling my contract?

I set it up at the start of May, had the install a few weeks later and then received the first bill a few days ago, with 2 days to pay!

 

The bill was completely wrong - I'm paying a line rental when I'd signed up to pay a year in advance, I'm not getting the 6 months free, etc, etc.

 

Since then I've spent hours calling, emailing, live chat and not getting anywhere. I had three calls yesterday (taking me out of meetings). But, language barriers meant that they couldn't understand me and I couldn't understand them. It seems like the only words we were able to exchnage was for BT to ask me to pay - hardly an attempt to sort out the contract! It got even more absurd when I was asked if I wanted to speak to customer services, I say yes, but was told that I would have to pay first!

 

All three calls ended in silence for a minute where the CSA couldn't find the words to ask for anything other than a payment, so I hung up in each case.

 

This is very, very annoying - how do I speak to customer services, how do I file a complaint (I tried the compalin procedure - same thing, someone calls and asks for a payment!).

 

So, what are my rights to cancel this contract, which is not the one I signed up for!

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6 REPLIES 6
imjolly
Distinguished Sage
Distinguished Sage
6,661 Views
Message 2 of 7

Re: Statutory rights

you could try the online chat 


live chat http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums

 

 

if that does not help you can try the forum mods who are the only BT employees on the forum 

contact mods



can take up to 3 working days for mods to contact you


Your right to cancel your service expires when the service is activated - there are numerous post on the forum about this



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rsdraig
Beginner
6,645 Views
Message 3 of 7

Re: Statutory rights

Thanks.

 

I've tried the online chat, they just ask me to send evidence of the contract, which I do, then I end up with the calls that make little sense and that won't pass me to customer services unless I pay!

 

There has to be a legal flaw in BTs approach - surely by activating the service I should be expecting to have the contract terms that I signed up to....

 

Oh, how I wish BT would talk to me and sort this out, rather than having to do it in a public forum!

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imjolly
Distinguished Sage
Distinguished Sage
6,642 Views
Message 4 of 7

Re: Statutory rights

if online chat did not help then use the other link in my previous post to contact the mods.   they will contact you by phone, PM or email but will take 3/5 days.  they will be able to help you so worth completing the email



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rsdraig
Beginner
6,635 Views
Message 5 of 7

Re: Statutory rights

Ah, sorry, didn't spot that as a link - will do that.

Thanks for the help 🙂
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rsdraig
Beginner
6,610 Views
Message 6 of 7

Re: Statutory rights

In case anyone is interested...

 

I've had 3 calls a day for the past few days on my mobile, I call these 'harassing' calls since I have requested not to be called on my mobile and also each call is asking me to make a payment before I can talk to customer services!

 

Anyway, I just spoke to them and it turns out that what happens is:

 

- I placed an order online that gave me 6mths free broadband, one year in advance rental, etc

- I received an 'Order Confirmation' email from BT.Com that summarised my order

- Three days later I received a 'Thanks for Choosing BT' email that gave me installation and activation times

- I receive a bill that is completely different to my order - higher line rental, £1.89 per month payment charge, etc

- When I enquired about this, I found out I only had 3 months free broadband!

 

It turns out that what happened was that the 2nd email - if you scroll down a long way has a section called 'Money Matters' - note that in Outlook you have to decide to 'download pictures' in order to see this.

 

In that section, the payments were re-stated, differently to the original order! And apparently, BT are claiming that represents the agreed contract, not what was in the Order Confirmation email.

 

I called and spoke to someone and then their manager. They're not interested in the Order Confirmation email and claim that BT never sent that to me. Since BT never sent it to me, they aren't interested in seeing or considering it! How can that possibly be legal? It is a clear and intentional fraudulent practice!

 

So, after pushing really hard and insisting on being told their complaints policy - I had to actually read it out to them and request that they emailed me to say that they weren't taking the complaint further so that I could go to the ombudsman, they have agreed that I have to wait a week for someone from the 'Complaints Service' to contact me - I think I'm being fed a line here!

 

Also, since I got off the phone, the phone rings every 10 mins and is then silent - the calling number: 0800 028 5085 - I wonder who that can be - is this just more intimidation? Its not working - I'll just turn the phone off.

 

I am NOT going to be intimidated into taking a contract that I did not agree! What is ridiculous is that I have written confirmation - do BT really thing that I can be persuaded to stop now?

 

If anyone has an answer, please let me know - I don't enjoy spending an hour a day fighting BT to stop this!

 

Otherwise - if you have any choice, please bear this story in mind before you consider taking/renewing a contract - I certainly will be sharing this story.

 

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john46
Distinguished Sage
6,597 Views
Message 7 of 7

Re: Statutory rights

as has been already posted contact the forum mods they are UK based BT Specialists and they will be able to get this resolved for you they will take personal ownership of the problem until it is resolved
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