Moving into a Care Home in the USA

[DGA]

Last month I was called by BT to ask if I wanted to continue with my services - I did explain that I needed Broadband services for about 3 months before I move to care home in USA - I've informed BT the moving date has, due to my infirmity (I'm 87 living alone with serious mobility issues and partially deaf) been brought to the end of this month.

I need the landline for my Careline Bracelet.

Today I've received a notice that I'm to pay almost a scandalous £1000 to terminate the contract!

I was mislead by the person/phone call last month, it was not explained to me that I'd be incurring such a hefty bill when I leave. 

I don't recall signing any 'contract'.

Could someone advise me please?

[Paul608085]

@DGA 

"I don't recall signing any 'contract'."

Did you verbally agree to terms and conditions in a previous phone call?

If so, those Ts & Cs should have been emailed to you for checking, so that you can then cancel if you hare not happy with them. That is what the 14 day cooling off period is for.

AFAIK, verbally agreeing Ts & Cs is regarded as the same as signing a contract.

.

[DGA]

Further, my neighbour has just helped me find some 'contract' detail and it seems a new 24 month deal was taken out on the 3rd October, in effect leaving me with the full 24 months to run!

I have been mis-sold this package, having been a customer for 20 years, the person that called me to arrange 'continuation' of my services took advantage. I've had this move to the USA planned for many months and new I'd be going before the end of the year.

Mrs D GA

[DGA]

I don't remember what the phone call entailed but I did explain that I needed the service, possibly till end of the year - as for the Ts & Cs I can't see any e-mail.

The caller appears to have taken advantage of my age and deafness.

I do remember a direct question posed 'Do you want to continue with your BT Broadband service?' and answer was 'Yes' having explained my situation.

Mrs D GA

[Katie_B]

Hello @DGA.

Welcome to the BT Community. 

I have sent you a private message to get this looked into further. 

Speak soon, 

Katie

[DGA]

I've had my friend look through my e-mail account and the only things found relating to my BT package are 2 notices that my contract is ending and to either do nothing and continue on my basic package @ £57 month or take up a new contract @ £60......!

The telephone call I received asked if I'd like to 'continue with my services?' - not 'do I want to sign up for 24 months at a higher price than I'm already paying?'. This aspect is a scandal on its own.

Nothing was sent out to me following that call.

Admittedly my bill dated 15 Oct does reflect the new contract price but it's not unusual for my bill to fluctuate with call charges.

I've been mis-sold and I'm very angry and disappointed at BT

MrsD GA

[Katie_B]

Hi @DGA. 

Please check your community inbox, I have sent you a private message. 

Katie

[chrisjp]

I'm afraid this is yet another example of BT's telephone agents, who are incentivised via commission to upsell at every opportunity, being "economical with the truth" to get you signed up for another 24 months, even though you made it plain that you would only need service for 2 to 3 months more.
There actually was no need for you to do anything - once your previous contract expired, if you had taken no action, you would have gone onto a month by month charging basis. That's what the agent should have advised you to do, that he/she chose not to is scandalous in my view.

[DGA]

Yes, truly scandalous that I was 'signed up' to another 24 months at a higher price than I was paying when all along it was possible to continue on month by month deal at my old lower price. I don't recall the exact words spoken but it boiled down to 'do I want my service to continue, yes or no?'.

Either way, all is now seemingly sorted and my monies should be refunded, thanks to the intervention and help from a Community moderator, Katie. Many thanks to her.

Mrs D GA