Just had an extremely difficult and incredibly poor interaction with BT.
Rang up to cancel BT TV and after a wait was told it would be cancelled in 30 days, oh and just to let you know we'll send a jiffy bag to return the Youview box. It was a long call and a long waiting time so I was like "oh ok..."
Then did a bit more research and saw that this was only for devices sent out after Dec2019. Rang back.
Was told I had to return box or I'd be charged (£65 I think). I said I wanted to keep it to continue watching Freeview. They said my TV would do that, and I said it doesn't record so that wasn't an option for me. This went round in circles for a while until I was passed to a supervisor.
Callum told me I had to return the equipment or I'd be charged. I asked to note a complaint as it didn't seem right having had the box since 2015. He did so and then immediately closed it off for being unreasonable. Said I'd get a letter within 21 days. I asked if this would be a response to my complaint but he said the complaint was closed off so it was just a standard letter informing me of the non-returnable charges.
I asked what his role was - and it was "Product Specialist". I asked for a "Team Leader" as I felt my complaint was not resolved. He then said he was one so I asked for a Manager and he declined saying the complaint was without merit and without basis.
A generally extremely dissatisfying and disappointing interaction which has left me angry and confused about my position.
the return bag is standard to enable recycling but if you had box since 2015 then it's yours and keep it
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That is indeed my understanding, but a 30 minute argument with Callum suggests otherwise. It was a really tough call and he was implying I was an idiot. He refused to engage, said my complaint was baseless and told me I WOULD be charged if I didn't return the box. Alongside all of that he closed off the complaint and refused to let me speak to a manager.