I am in a state of acute anxiety. (Sorry - I'm not sure if this is the right section of the forum.)
I had an appointment for Digital Voice [DV] and as that date was running too close to a holiday I logged into my BT account yesterday afternoon and changed the appointment date.
Shortly afterwards I received a BT email: “Leaving BT: here's a summary of what happens and any charges”. I have never talked to another provider, not even visiting their websites. We want to stay with BT and we want a seamless transfer to DV.
I phoned BT yesterday evening and talked to a very helpful advisor who accepted that I did not and have never indicated any interest in leaving BT. The conclusion was that she rearranged an updated new contract, and rearranged the DV appointment to a suitable time.
She gave me an absolute assurance that nothing would change: we would keep our phone number, email addresses and so on. While we were talking, she sent through an email of “Your BT package details” and the contract summary. Ten minutes later I had a “Thanks for staying with us” text.
This morning, I had a text from BT: “We’ve been given notice that you want to stop your BT services including BT Halo …”
I phoned BT again and talked to a helpful advisor who again accepted that I have never indicated any interest in leaving BT & never talked to another provider. He investigated and found that someone else has submitted our address in an application for service transfer (such as moving into a property. We are not selling or moving house.) He said this has happened twice recently to this address and he believed it’s a mistake, which happens sometimes. He has stopped that order.
I was transferred to another advisor who was also supportive. She said that she has stopped other false order. She has set in place a new contract (to replace the one sent last night, but identical) and she said she couldn’t do that if an AOTO (Advice Of Transfer) was still in place. She confirmed the engineer’s visit.
Again while on the phone a BT text arrived: “Thanks for your order …”, then emails with the contract summary and “Thanks for choosing BT - Your renewal order at a glance …”
This advisor also gave me an absolute assurance that nothing would change: we would keep our phone number, email addresses and so on.
I am extremely worried that the account will be closed anyway; the message yesterday said 22nd September. I am very worried that someone unknown can submit a transfer request from our house address without our account number, that the account holder (me) has not been contacted and that it will happen again.
How far can I rely on the advisors’ absolute assurance the situation has been resolved and that nothing will change: we will keep our phone number, email addresses and so on?
I would like to make it clear that all the advisors to whom I have spoken have been sympathetic and keen to understand and resolve the problem. We have been satisfied customers of BT for many years and want to remain so.
