Bit of a rant I'm afraid
I was on Fibre 100 + Complete Wifi at a very good price. I don't use Complete Wifi so thought I'd call & see what I could do to get maybe a better package or price.
After about a 30mincall I was offered Fibre 300 (no Complete Wifi) for virtually the same price I'd be paying after this years increase.
This was confirmed by the new Screen Share process through which you can see the price & T&Cs and confirm your acceptance. Great idea btw. I was able to download these details as PDF files so have proof of the offer.
I accepted and the call was ended.
Within a few minutes 2 emails from BT as one does confirming the new contract BUT the price for Fibre 300 was £5 more than I agreed.
I immediately called back and after nearly an hour on the phone got absolutely nowhere other than being told they could somehow get into the system and cancel the order, to which I said no as I wanted what I had contracted to.
Called the next day and spoke to Billing but as the order was still open I was told nothing could be done until order completion but was promised a callback the next day and also a Dissatisfaction case was raised.
I also emailed Consumer Resolutions with the full details and proof of the offer etc.
The next day I received the promised call back at the time promised and was transferred to the Value team. The young lady I spoke with really had no idea what she was doing but the conclusion was that there was nothing they could do so the call was ended.
I later received an email saying the case was closed.
Currently waiting for a response from Consumer Resolutions.
