Contract renewal

[AW1965]

My contract for broadband ends on 24th August but when I called to ask about when my last bill would be they told me I had renewed my contract on the 1st July which I didn’t as I have been repeatedly telling them I am not renewing as £70.14 for just broadband is too expensive for me and BT have never offered me any other deals for broadband even though I am retired and do not use the internet much at all. I have agreed to use another provider as I knew my contract ended on the 24th. I am getting no joy from customer services in sorting this out and am so annoyed with BT and even though I have asked them for the recording of me agreeing to a new contract they have not given me this and it’s like they can do what they want. Not sure what to do to sort this.

[TimCurtis]

@AW1965 

Just sent you a PM with some help.

[gg30340]

@TimCurtis 

Could you post the "Help" on the open forum rather than using a PM so that others on the forum may benifit from it

[Leanne_T]

Hi @AW1965 

Thanks for coming to the community. 

Did the team advise how the order was placed, was this online or over the phone? 

Have you received any email regarding the renewal? 

Leanne. 

[AW1965]

Hi they said renewal was done on the phone. They are also saying they sent an e mail but they had wrong e mail address and wrong mobile number for me which was all changed on Sunday but they are now saying e mail was sent to that address on 1st July. I have nothing in my e mails from BT 🙈

[Leanne_T]

Thanks for coming back to me @AW1965 

To get the contract renewal looked into you would need to get back in touch with the broadband team. 

The team will be able to investigate the new contract that has been set up and see what they can do to help. 

Contact details can be found on the Contact BT page. 

Leanne. 

[AW1965]

Hi Leanne

i

I have contacted BT numerous times and got nowhere. They have even disconnected me twice whilst keeping me on hold to speak to a manager as customer services can’t deal with the issue. I spent nearly an hour and a half on phone last night being passed about and eventually was told that they will cancel but I will be sent a bill for £850 and when I get this I need to phone billing and they will check notes and retract the bill. Why send me that bill? I have repeatedly asked for the evidence of the call where they said I renewed and they haven’t done that so I have now under their privacy policy lodged a request for transcripts/recordings of calls for the past few months which could take a month to get. I have no faith in them as each time I call I have to repeat the same thing as they say they have no record. I recorded all of the conversations last night and told them I was doing this. I am shocked by the level of customer service on this and wonder how many other people are being misled/ having renewal dates brought forward without knowing.

[Leanne_T]

Hi @AW1965 

I am sorry this has not been resolved for you when you have spoken to the team. 

It sounds like you have followed all the correct steps and the team should be adding notes for each call that you have. 

Please let me know how you get on after receiving the document you have requested. 

Leanne. 

[AW1965]

Hi Leanne

I have just sent an e mail to the CEO of BT. Probably won’t hear back but will see how I get on in the next few days.

[TimCurtis]

@AW1965 

Depending how you've worded your email I would expect you to get a call back within 48 hours - I certainly did recently.