I just received a text and had an email the other day saying I’ll owe BT £363.19 to end my contract early. Last Friday I was told by a representative that I wouldn’t be held to term, because I was given wrong advice by a representative when I up-graded from infinity 1 to 2. Originally they said there was no record of the advice given by chat, until I said I kept a screen shot, then magically they found it.
When I received the email I phoned BT and complained. The guy said there were no notes on file saying I wouldn’t be held to term. He said the call I made last Friday was recorded, so I asked for a copy (not received yet). He said another department would be dealing with and couldn’t give me an answer to if I would be held to term or not. I pointed out that I would not have signed up for EE if I had been told last Friday I’d be held to term.
How can I get this resolved quickly? Its likely if I phone again I’ll get the same “its been sent to another department who’ll contact you within 3 days”, but which 3 days they never say.
I’m not sure now if I should cancel the move to EE, but would BT then see that as me agreeing to the price I’m paying rather than what I was told I’d pay. Its really scummy how they tell you one thing over chat and phone calls, then do something completely different and say there is no record of it.
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So did you just revert to your existing Infinity 1 contract, or did you cancel that as well, which would explain the charges?
It sounds like the whole service was cancelled by mistake, is that the case?
When they said you would not be held to term, I expect they were talking about the Infinity 2 contract which was mis-sold?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.