Salesman moved me to EE without my permission.

[IvorPhone]

This case is live so I won't mention any names. I called BT on Monday to reduce my tariff before the upcoming price rise. There were some deals on My BT but needed to clarify a couple of things. Salesman said I could move to EE but I didn't want to as have read indifferent reviews. Said I would think about it and he said he would make a temporary order and would call back the following morning to see what I decided. Not only did he not call back but instead placed the order for Fibre 67 All Rounder package. Deluged with emails thanking me for my order, setting up direct debit, and sending out equipment. I now have 5 boxes of EE gear which is remaining untouched. I have made three calls to complain. All the handlers were very pleasant and agreed it is very unsatisfactory especially as they confirm in the recording of the call that the salesman did say the order was temporary yet went ahead with the transaction. In my opinion this is underhand, unscrupulous and disgraceful behaviour. I have said I want the whole thing cancelled and revert to my previous position. I have received emails saying the order is complete but there is apparently an open item on the actual order. Don't know what that is but apparently an order can't be cancelled until the item is closed. I am supposedly being called back next Friday to arrange cancellation, that is cancellation of an order I haven't ordered. I think this matter needs to be taken much further. I'm incredibly hacked off!  Any thoughts most welcome and if any BT people read this....help!

[chrisjp]

Yet another case of BT's telephone sales agents moving people from BT to EE without their consent. It's because the agents are incentivised by commissions to get people moved from BT to EE, and it really is time BT stopped this disgraceful sales practice.
Hopefully the new CEO's reprieve of BT as a residential service will stop this.

[IvorPhone]

Thanks for reply.  This is happening a lot then?

[Manatarms84]

I would contact BT and have them investigate correctly and open a complaint which I would suggest you keep open until it's sorted.  What you said about the open order stopping things, that is likely correct as I had to wait a while back for a new TV remote to process before I could swap my TV package around.  I'm sure it can be sorted though, wouldn't think that persons manager would take too kindly to what you've described.

[Chris__S]

Hi @IvorPhone  Thank you for sharing your experience with us here in the Community, It's certainly not the kind of experience that we expect or sales guides to provide.

You've mentioned that you've already opened a complain, so our complaints team will be looking into your complaint for you, then they will come back to you with a resolution.

If you'd like an update on your claim, I'd recommend giving us a call.

I'd recommend taking a look at our Contact Us page for info on all of the ways to get in touch.

Chris S

[zulu17]

@IvorPhone  I would be inclined to  either  A). Request your existing complaint to be escalated  ( that is your right Under the BT complaints process)   Or B)  email the CEO.. Hopefully they will assign someone from the executive complaints team to take ownership of your complaint.

Both routes should get your experience noted at an appropriate level in the company.

Waiting a week for a call back doesn’t sound very reassuring.

[IvorPhone]

Hi Chris. Thank you for your reply. Yes the three calls I have made have been via that page which actually seems to work in getting someone to talk to. However when on the first call I am promised a manager will call me back and doesn't it just makes matters worse. At least they have admitted when listening to the original recording that the salesman was in the wrong. 

[IvorPhone]

Hi @zulu17  Thanks for replying. Yes I'm not happy about waiting a week although I did get a text with a link to call back then. But I like your suggestion B very much and will draft an email to the CEO, Allison Kirkby who I hope will be interested in the rogue tactics of at least one of their sales force.

[Chris__S]

Thanks for letting me know @IvorPhone 

One of our guides will be able to pass you on to a manager while you're on the call.

I'd recommend taking a look at our Complaints code of practice to see the methods of complaining and the complaints process.

Chris S

[IvorPhone]

Thank you @Chris__S  I made another call and once again very polite and interested call handler who agreed what has happened is totally unacceptable. He looked at the case notes and said a bridge was in place to close the case and then they can do a DSR Revert and to check progress on Wednesday. I also had him cancel the impending EE Direct Debit which he confirmed by text so at leat I have the start of a paper trail.

I also drafted an email to BT CEO which is ready to go if all this goes belly up!