Last year I took out a fibre to the home package. I was unable to upgrade online via my account so I had to call and order by phone. It was agreed that I could have the free gift of stadia, controllers, subscription and Google chrome cast. I later realised that if ordered online I could have had an xbox one X. When I asked if I could change this gift i was told that I would have to reorder online even though i explained that this wasn't possible and that I couldn't cancel current order otherwise I would be without services and being disabled. I later spoke via chat and was told I wasn't entitled to any free gifts even though it was agreed over the phone. I was told that they would listen to the phone all as it would have been recorded to see if it was agreed and I've not heard anything or received the claim email I was told that I would receive. I only took the upgraded package on the basis of the free gift. Please advise
Hi @Bobsters1 welcome to the forum and sorry you were told you would get a free gift and it has not arrived. We will be happy to investigate what was offered to you when you placed your order but you can't change the gift without cancelling and re-ordering. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you with this.
I have dealt with a moderator and thought it was resolved however the money BT were supposed to send to me by today (12th August) into my bank and to be honest I'm concerned because I pay my bills by card not by my bank account. I've messaged the moderator 3 times about this but no response!!