A similar thing happened to us .We were coming out of contract with halo3 and UNLIMITED call minutes. We also had two mobiles with BT.
It was suggested to us ---advised to us -- to change the BT to an EE mobile plan [ SIM only deals] at a reduced [special ] rate. We agreed to the retaining of HALO 3 contract at £53.99 .They would do all the necessary transfer of mobiles to EE and this would show up as a seprate DD.Every thing went ok for the one mobile ,but we queried the delay on my wifes transfer.We were told unfortunately that there had been a mix up on transfer[ not of our doing] and the mobile would transfer from 27/08/23 instead of 23/07/23.We queried this and one excellent agent set up an urgent action which resulted in the transfer within 3 days.Hooray -- well done.
On checking our AUGUST 23 bill we found that whilst theHalo 3 remained at £53.99 our telephone bill was in excess of £95+ for the month.Onquerying this we were told that as we transferred our mobiles[separate contract ] from BT we lost all our call benefits ---UNLIMITED calls.
On approaching BT phone lines to query this we were advised that this was our fault.I asked to speak to the manager on 18/08/23 who declined to speak to me and said he would call me NEXT week[no date/time given]after he had listened to the respective calls 27/06/23 [ when we initiated the new/revised contract].
Still waiting for a call or explanation.
Do not bother to email BT on their drop down as you will get a non reply -unable to accept.
Make your own mind up on this customer service!!!!!!!!!!!!!!!!!!!!!!!!!!!
