cancel
Showing results for 
Search instead for 
Did you mean: 
elenunter
Aspiring Contributor
792 Views
Message 1 of 15

Shameless lack of compassion!

Go to solution

We contacted BT to let them know that we would like to end our contract. We had been sent a letter informing us that there was to be a price rise in January and that if we contacted BT within 30 days of receiving the letter we would not incur any penalties for ending our contract early. We received the letter on Dec 6th and rang them on 30th Dec. The letter was dated Nov 2017 but had no specific date. On ringing BT we were told that as we could not prove the letter had arrived on the 6th we were actually outside our 30 days cancellation period and that we would have to pay the penalty for leaving early. My Husband then reiterated that we had not received the letter until the 6th but Bt obviously did not believe us. My Husband also explained that I had recently had major surgery and radiotherapy for a newly diagnosed cancer and had been forced to leave work due to permanent side effects from the radiotherapy. The letter from BT had not been high on our list of priorities funnily enough but we were still within the 30 days. We were told that the only thing BT could do was to reduce out monthly bill by £10 but this would mean being locked into a new contract for another 18 months! Thanks for nothing BT. On Jan 2nd I tried ringing again and spoke to a very helpful lady who sympathised with our predicament but again only offered us the new 18 month contract. I explained that as I was now not earning any money we needed economise and to do this we needed to leave BT. I asked to be put in contact with the compalints department at BT. Today I received a very high handed letter informing me that BT were well within their rights and that if I wasn't happy I could contact the ombudsman but that I was unlikely to achieve a positive outcome. Up until now everyone I have come in contact with has been really helpful, and then there is BT! Do they really need my money so badly that they cannot make an exception even when they know the reasons behind our request? After this experience I would not touch BT with a bargepole! I sincerely hope none of their loved ones suffer a serious illness as I would not wish that on anyone. However if they do find themselves in a similar position I hope they are treated with more compassion and undersanding than they have shown to us!

0 Ratings
14 REPLIES 14
Distinguished Guru
Distinguished Guru
767 Views
Message 2 of 15

Re: Shameless lack of compassion!

Go to solution

Welcome to the forum; I've moved your post to the appropriate board, where it will get more attention.

 

The obvious response to BT's demand that you prove the date you received the letter is that the onus should be on them to prove the date it was sent. But the attitude you describe is all the more surprising because notifications were potentially still being sent out until 7 December (see message 2 here) so they must still have been open to cancellations when you first called them.

 

It seems that you have a case and I'm bringing yor post to the attention of the forum moderators (specialised BT staff) to see if they can help before you have to take it further. If so, they will post contact details here later.

 

 

--
You can click the thumbs up icon below this message if you think it was helpful.
0 Ratings
Moderator
Moderator
752 Views
Message 3 of 15

Re: Shameless lack of compassion!

Go to solution

@elenunter Please use the 'click here to contact the mods' link in my forum profile to send in your details and we'll be happy to get this looked into. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
elenunter
Aspiring Contributor
729 Views
Message 4 of 15

Re: Shameless lack of compassion!

Go to solution

Hi Pottyperson.

Thank you so much for your help we really do appreciate it!

Kind regards.

Helen

0 Ratings
elenunter
Aspiring Contributor
707 Views
Message 5 of 15

Re: Shameless lack of compassion!

Go to solution

Hi Neilo.

Thank you so much for your help. It is really good to know that there are people who are there to offer support.

Thank you.

kind regards.

Helen

0 Ratings
elenunter
Aspiring Contributor
654 Views
Message 6 of 15

Re: Shameless lack of compassion!

Go to solution

Recieved a phone call from BT yesterday.The gentleman on the phone seemed to think we had a reasonable chance of a positive outcome. He referred the complaint to his colleagues and we were very impressed. My Husband received a call from the same gentleman today who was very disappointed but the outcome had not changed. Apparantly BT are not willing to "set a precedent" for someone with cancer. So anyone with a life threatening illness, please don't expect any understanding from BT. BT obviously need the money far more than I do! Thank you to all of you who have tried to help us.

BT you should be ashamed!

0 Ratings
Distinguished Guru
Distinguished Guru
635 Views
Message 7 of 15

Re: Shameless lack of compassion!

Go to solution

That's a disappointing outcome and I would consider complaining to the Ombudsman. Conncentrate on the application of BT's terms and conditions, particularly paragraph 17.b.ii here which states:

 

We'll give you the chance to give us 30 days' notice to end that service without having to pay any extra charges or a fee for leaving early. But you'll have to tell us that you want to do this within 30 days of the date of the notice that we send you.

 

The notice in question was dated November 2017. There must be a good chance that the Ombudsman would decide that, if BT can't be bothered to date official correspondence precisely, the recipient is entitled to assume it was sent on any attributable date, especially if they received it at a relevant time. You would then be entitled to act as if your notice was sent on 30 November, which is not inconsistent with you receiving it on 6 December.

 

As distressing as your circumstances were, I would not include your illness in your complaint. Companies are not generaly obliged to be compassionate towards customers (even if they operate in the social and medical care sector it would appear from recent reports) so BT's stance on in that respect is not likely to fall within the Ombudsman's remit.

--
You can click the thumbs up icon below this message if you think it was helpful.
elenunter
Aspiring Contributor
621 Views
Message 8 of 15

Re: Shameless lack of compassion!

Go to solution

Hello Pottyperson. Thank you for your post. I think I am going to try the ombudsman as I have nothing to lose. Thank you again for your help. Kind regards. Helen.

0 Ratings
elenunter
Aspiring Contributor
496 Views
Message 9 of 15

Re: Shameless lack of compassion!

Go to solution

Hello Pottyperson.

Just wanted to give you an update and say a huge thank you. I took your advice and contacted the ombudsman with all the relevant information. On Thursday last week i was contacted by Steve at BT who told me that it wasn't in their best interest to pursue the matter and we would be able to terminate our contract with no penalty incurred. I promptly burst into tears! This is such a great relief to us and I would like to thank you and everyone who has been so supportive. Something like this renews your faith in human nature.

Kind regards.

Helen.

0 Ratings
Distinguished Guru
Distinguished Guru
490 Views
Message 10 of 15

Re: Shameless lack of compassion!

Go to solution

Thanks for letting us know. I'm glad it finished well and hope you're feeling better in every way. Cheers!  Alan

--
You can click the thumbs up icon below this message if you think it was helpful.