Sold inappropriate contract

[jeanettecirvine27]

A BT advisor phoned me in January 2023 to advise me that I should upgrade to full fibre and get the best deal now as prices would increase later and everyone will have to change soon. Although at £60pm this was much more expensive than my current deal I went ahead and in February 2024 I received the equipment in the post and the engineer connected the fibre box to my home. One year on and I see much cheaper packages available from BT. I am now paying £68pm but see the lowest package is £25pm which is all I require. I called BT Feb 27th and asked them to help put me onto a cheaper package and as my son explained to me and the BT advisor, I am a 79 year old pensioner living in a small one bedroom bungalow and I only have a mobile phone and an I-pod that I rarely use for email and browsing the internet. Why would I need to be on a 900mbps, complete wi-fi contract. The wi-fi disc is not used as my router is in my living room 2m away from my seat and my bedroom is next door. The advisor said I was on a two year contract so could not change it. When he asked how many devices I had and what I used it for he agreed that I did not require this speed or the disc but he would look into this with his manager as this was not right. He would listen to the recording of the call by the original advisor and call me back. He did not call back so I phoned again March 6th and spoke to another advisor who said that all recordings over a year old are erased so there was no proof of mis-selling my contract. He said his auntie was also in a similar contract that she did not need but there is nothing they can do as its a two year deal. It will cost me £450 to cancel my contract.  If I was asked these two questions about my usage and number of devices a year ago I should not have been sold this contract. I have been with BT over 40 years and I feel have been treated unfairly. I did not understand the terminology about speeds and wi-fi coverage at the time until my son explained it all last week. This monthly cost is having a big impact on my monthly pension. The help from BT advisors this far has been unsatisfactory.

[imjolly]

do you qualify here  https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editori...

https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-...

[jeanettecirvine27]

no I don't.

[jeanettecirvine27]

Do BT mediators respond and deal with all these messages or do I have to raise an official complaint?

[Rach_H]

Hi @jeanettecirvine27,

Welcome to the Community!

I'm so sorry to hear about what has happened when you signed up for your latest plan with us, as we certainly don't want any of our customers to feel like they've not been given the full range of options.

We don't have account access here on the Community, so the best option would be to get in touch with our team and ask for a complaint to be made on your account.

Rach

[jeanettecirvine27]

This means another 20 minutes wait on the phone to get through to an advisor who will put me on hold for another 10 minutes. How do I get through to your complaints department?

[imjolly]

you can try the message function here.  maybe you should get your sun to help especially as you have had existing contract for over a year

https://www.bt.com/help/contact-bt/complaints/make-complaint

[jeanettecirvine27]

Dear BT, Is there an email address I can send my complaint to? 

[imjolly]

there is no email address for complaints   try searching internet for BT CEO address and write there