Incorrect Early Termination Charges

[vansuri1]

Hi There

I have been incorrectly and misinformed by BT customer service when i rang to cancel a contract which was within 14 days cooling off period. A deal was struck on the 4th of July to stay with BT but a few days later i got a better deal with Sky. I rang on the 9th of July to cancel my contract with BT and the lady confirms that's fine and nothing to pay. A few weeks later i got a bill of £412. When i rang they said it is because SKy didn't take the line within 14 days. 

I am just wondering where do i stand in this. I purposely call to cancel my contract to avoid any exit fee. this is very shocking. 

Any help would be much appreciated

[DanielS]

Hi @vansuri1,

I am sorry to hear what happened to you.

There is a 14 day cooling off period for us to cancel the order. However; if you were moving that service elsewhere it often takes longer than 14 days. Ideally, we should have changed you back onto the previous service with no new contract term. That would have let you place your order with your new supplier and avoided the cancellation charges. Alternatively, if you stated that you wanted to cancel your order that day then we should have placed a cease order to stop all services. Your new provider would then have had to set them up from scratch.

I can't promise that we will be able to help you the way that you want but I'd like to look into this further for you.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

[vansuri1]

Hi Daniel

Thanks for getting back to me on this quickly.

i was not expecting such service from BT. I have emailed you in details what went wrong and this is really worrying. 

i hope this can get resolved

thanks

Suri

[DanielS]

You are very welcome @vansuri1.

I'm going to be picking this up for you personally. I will not be in the office tomorrow but I will be here on both Saturday and Sunday. I will be in touch with you then.

Thank you

DanielS

[DanielS]

Hi @vansuri1,

I'd like you to know that I've found the contact you had with the original adviser. I can see the promises that they made to you. I can also see that their Manager also agreed that any early termination charges would be waived providing you came back to us which you did. That order is due to complete later in the month. I've contacted both the adviser and their Manager and I should have an update by Tuesday.

Thanks

DanielS

[vansuri1]

Hi @DanielS

Thanks ever so much for looking into this. highly appreciated unlike the customer service staff who made no effort in looking into my query. next time i know where to go whenever there's a problem

[DanielS]

You are more than welcome @vansuri1.

It's with their Manager to review now. I'll be in touch on Thursday.

Thanks

DanielS

[vansuri1]

Hi
Still waiting for
Someone to get in touch

Thanks

[DanielS]

Hi @vansuri1,

I haven't had a reply from the Manager or adviser yet. I'm here until 8pm so I will be in touch with you today 

Thanks

DanielS

[vansuri1]

@DanielS

Morning Danny

Still no refund - and no changes to my account. I received my BT hub on Saturday but on the online tracking order still showing waiting to be delivered. Could you please look into this and get back to me

thanks

Suri