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California
Contributor
1,636 Views
Message 1 of 11

Re: BT Rip Off, Overcharging big time

I am in a similar situation.

My 18 month contract has ended.

The broadband offers page always only offers something more expensive.

The broadband deals for new customers are always cheaper. Not sure if I can apply if I am an existing customer.

I do not know what to do.

I do not understand why I am pushed to leave and then return to get something better.

I am quite unhappy.

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10 REPLIES 10
pottyperson
Distinguished Guru
Distinguished Guru
1,620 Views
Message 2 of 11

Re: BT Rip Off, Overcharging big time

Call 0800 800 030 and negotiate a new deal, which should be better than doing nothing if you're willing to accept a new minimum term. You're unlikely to get new customer prices but it's not unknown to achieve something better than your previous deal.

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California
Contributor
1,616 Views
Message 3 of 11

Re: BT Rip Off, Overcharging big time

This does not work for me.

I do not like calling.

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imjolly
Distinguished Sage
Distinguished Sage
1,579 Views
Message 4 of 11

Re: BT Rip Off, Overcharging big time

you cannot renew online at present  you need to phone as @pottyperson  has posted



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BelindaP
Aspiring Contributor
1,564 Views
Message 5 of 11

Re: BT Rip Off, Overcharging big time

Yes, it is very very poor service that you can only "upgrade" to a more expensive service online.   I was charged nearly double what I should have been paying for many months, then when I tried to correct this online I was, like you, only offered something more expensive (with no benefit).  I called them and said I was looking into other prices and was thinking of leaving, then they gave me a good deal.  Shocking service.   I registered a complaint but nothing every happened, I never heard back from them.  

So you will have to get over your dislike of calling and call them, or move to another provider.    Good luck! 

California
Contributor
1,510 Views
Message 6 of 11

Re: BT Rip Off, Overcharging big time

I believe BT deliberately does this to make life difficult.

The broadband offers deliberately push me only in the direction of upgrade and paying more.

The cheaper deals are being hidden and restricted access to, so I overpay.

Extremely difficult to contact BT.

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PatienceLost
Contributor
1,445 Views
Message 7 of 11

Re: BT Rip Off, Overcharging big time

You have to be more assertive California.

Effectively the same thing has happened to me, with some slight variations, but if you do call they are very well trained in how to fob you off and obstruct you. That only makes me go on to a war footing. If you aren't up for a fight then perhaps you should simply look for a new and better deal elsewhere. It's probably what i will end up doing myself, but I will not go before I have made them suffer first.

I am going down the route of the Dispute Resolution Service but I feel they have a tactic they will try to use to block me, but it won't work. In fact it will simply cause them more pain. It's a simple and easy cost free legal procedure.

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PatienceLost
Contributor
1,406 Views
Message 8 of 11

Re: BT Rip Off, Overcharging big time

Thankfully BT are entirely predictable and they haven't done as they said they would, which is useful.

The next step will be to submit a Subject Access Request which bypasses their customer service department and is handled by an individual who is obliged by law to provide the details I request. I'll send that by Recorded Mail. I know that he may try to be obstructive but I've done this many times before and he'll be wary of appearing to be a defender of, or part of their lax customer service department department.His job and career depend on it.

I can hang fire waiting for the required documents and now, a delay suits me. I can sit back and let them deal with the complaint as i build up the case that will ultimately go to the DRS.

The other important thing is always to remain in control. They can close the complaint in which case I will go ahead to the DRS simply because any notion of BT having any complaints procedure is a complete fiction and their sole aim is to obstruct complaints and the better I can prove this by their actions, the better for me. The fact that they lie repeatedly doesn't help them at all. Even as regards the start date of the fibre migration, that was a lie and I have that in writing.

The documents I get from my SAR will simply back this up.

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PatienceLost
Contributor
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Message 9 of 11

Re: BT Rip Off, Overcharging big time

The truth as far as I can see is that BT offer honest deals to new customers but thereafter the objective is to migrate them, over a period of time, to essentially abusive high cost arrangements that can only be escaped by swapping provider. My only objection is that they are dishonest in not making this clear to customers and the manner in which they do this.

In my case, I have no contract, and I am refused any alternative offer from BT due to a mythical 'order' which they placed on my account which, for some mysterious and illogical reason, they tell me forces me to be their 'cash cow'. This situation has existed for five months now and could easily continue until the end of time and inevitably I will drop BT after I have finished with them. They should be honest and tell people that to get a deal they must go elsewhere for a deal.

I have set out my path and, having attempted to delay matters, BT has actually given me time to reflect on what they have done to me, and I am not unique by any means. Next steps are the Dispute Resolution Process and a Subject Access Request. I won't tell them what I'm after in making the SAR but it should bolster my submission through the DRP. I may also be able to refer the issue to Ofcom with the assistance of my MP. Many years ago he helped me get treatment when I had cancer.

Exposing abusive and underhand practices is my aim and I know that many customers have fallen victim to these with BT.

It'll be a long process but, having started, I won't stop. The Subject Access Request will go off on Monday and that cannot be ignored. It's a legal process. If they don't properly comply then they give me more ammunition.

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yorkspark
Contributor
1,330 Views
Message 10 of 11

Re: BT Rip Off, Overcharging big time


@PatienceLostwrote:

The truth as far as I can see is that BT offer honest deals to new customers but thereafter the objective is to migrate them, over a period of time, to essentially abusive high cost arrangements that can only be escaped by swapping provider. My only objection is that they are dishonest in not making this clear to customers and the manner in which they do this. I've been a customer for 10 years, 6 on FTTP, and i've never been migrated onto an abusive high cost contract as you call it, in fact i'm paying £30pm for full fibre 300

In my case, I have no contract, You are still in 'contract', just the discounted period has ended and I am refused any alternative offer from BT due to a mythical 'order' which they placed on my account which, for some mysterious and illogical reason, they tell me forces me to be their 'cash cow'. This situation has existed for five months now As your discount period has ended, why have you left it 5 months of paying the full amount?

and could easily continue until the end of time Which it will,unless your renegotiate or cancel and inevitably I will drop BT after I have finished with them.After giving your 30 days notice They should be honest and tell people that to get a deal they must go elsewhere for a deal. Not true, all i do is look at the prices for new customers, and then ring up and negotiate a deal.

I have set out my path and, having attempted to delay matters, BT has actually given me time to reflect on what they have done to me, and I am not unique by any means. As far as i can see from what you have wrote, the only reason your paying the full non-discount price for your services for the last 5 months, is your own inability to contact BT  and negotiate a new deal. Next steps are the Dispute Resolution Process and a Subject Access Request. I won't tell them what I'm after in making the SAR  How can they reply, if you don't tell them what your requesting? but it should bolster my submission through the DRP. I may also be able to refer the issue to Ofcom with the assistance of my MP.  You don't need an MP to contact Ofcom, Many years ago he helped me get treatment when I had cancer. Irrelevent to the thread

Exposing abusive and underhand practices is my aim and I know that many customers have fallen victim to these with BT. Have all these 'victims' provided you with documented evidence ready for your claim? or are you simply guessing? I'm amazed that a multi billion pound company who has over 9 million uk customers, which has to comply with uk business and statute laws hasn't had these 'abusive and underhand' tactics exposed before and am amazed that they still have millions of happy customers.

It'll be a long process but, having started, I won't stop. The Subject Access Request will go off on Monday and that cannot be ignored. It's a legal process. If they don't properly comply then they give me more ammunition.

Whilst all this un-necessary process is taking place, you'll still be paying the full out of discount price for your services, so who is really benefiting from all this? I feel that you are making this deliberately hard for yourself, and indeed that you enjoy trying to beat the big companys , when all you really need to do is get the phantom order removed, which normally takes 24 hours, then proceed to negotiate a new deal if you wanted to stay, or simply place an order with another ISP who would handle the swap