bt mobile

[retrocar]

Surely many others have the same problem and if they are lying it must come out in the wash. They must be reading these posts.

[retrocar]

After making a complaint to Consumer-resolutions I received a call from a rep who was very helpful in answering my email.

1   You do NOT HAVE TO SWITCH TO EE when your broadband contract is ending.

2    He will update the switch teams with a recommendation that training should be given  that they advise customers that they are EE and BT reps and not immediately talk about switching to EE but explain the truth the whole truth about the options available at the time of the call.

I explained to Mark, the rep from the complaints team, that I had no issue with either the cost or the switching, I was annoyed that if I hadn't been on the BT COMMUNITY FORUM I would not have known that I did not have to swap my BT contract.

I felt that BT and EE are immoral in the tactics they are using to move customers from BT to EE.

Hopefully they will change their procedures.

[Colin_London]

It is strange because the new BT Group CEO was said to have abandoned the push to close down the BT Consumer business. So why are EE staff still being incentivised to persuade people to move to EE, upsetting customers in the process?

[retrocar]

While I have closed this case as I have gone over the 14 days to cancel it still annoyed me that the complaint was handled by EE and not BT.

Also the fact that EE take the 1st payment up front and BT are taking their final payment at the same time may prove financially difficult for some so this should have been pointed out during my initial conversation. I probably will never trust BT/EE customer service again.