Price rise

[K0]

Hi, I received an email informing me that because of the price rises I could leave bt mobile service without penalty, so I have. Unfortunately after retrieving my pac code a new email arrived saying I must pay of the final 2 months. What should I do? I rang the number to receive my pac and the retaining sales lady told me they would be no charges. Anyone can help? Thanks 

[imjolly]

Was your contract sim only or was it a package which included a phone which you paid for over the term of your contract

[K0]

Thanks for replying. It was iPhone xr 43quid a month, 2 months left. It wasn't separate talk time and phone contract, still got the emails and agreement. 

[garybs29]

Sounds to me like it's just the auto generated emails putting the charges on automatically. I'd suggest to call again & confirm with them though

[K0]

Maybe but I'm not ringing again as BT are getting worse than 3 use to be with how difficult bt are making it to get a pac code, iv got an email saying I can leave bt mobile service without charges. I have 2 contracts however I don't know if the email applies to both contracts cheers for help

[-Richie-]

I answered your other post but I'll add the same reply here :

@K0wrote:

 So what I'm asking is... Do bt have to honour their emails? Not happy

If the price change says you can leave without penalty, then you can leave without penalty, what's most likely happened is the request for a PAC has triggered a system generated notice of early termination charges, something the advisor could of done manually to cease but as you're retaining the number it's automatic.

The good news is advisors can see the price change notification sent, any billing errors can be corrected.