Best way to make a complaint?

[verkosh]

What is the best way to make an official complaint with BT?

I rang up BT on the 5th of September to cancel my BT TV package as I ordered EEs 1.6gb broadband package and currently they are incompatable

The agent said they could see the line would switch on the 19th september and the TV package would cancel then.

However after the call I recieved an email saying I had cancelled the TV package but renewed the landline and broadband contract for 2 years which was not the case.

I rang back on the 5th and spoke with another agent to try and cancel the renewal I never agreed to and explain what was happening,  They put me on hold for a while and then told me they could see the switch to EE would take place on the 19th and my BT services would continue until then and then the BT contract would not renew and there'd be no early termination charges

However I have yet to recieve the sorry you are leaving message for broadband and digital voice which I wasnt taking with EE

Naturally I do not want to be locked into a 2 year contract with BT for a service I no longer use with them when I have switched to EE

[imjolly]

from your post it appears you placed order direct with EE instead of going through BT for the switch to EE which is causing the problem.

if you go to bottom of this page and select complaints code and then look for customer resolution email and you should be able to get help

[verkosh · Accepted solution]

Unfortunately the order had to be placed direct with EE as if you try and migrate the account over the systems still wont allow a switch to the 1.6gb package even 2 years after it was introduced as they are on different ordering systems.

I rang BT today and hopefully its now all sorted and the incorrect renewed contract closed with no early termination fees according to the agent I spoke with

[Leanne_T]

Hi @verkosh 

Thanks for coming back to the community and letting us know you have been back in touch and this has now been sorted.

Leanne.