TBH , I don’t think it’s a lack of empathy, it’s trying to get a straight story , is it BT or EE (seems likely it’s BT ) , was it Openreach or EE visiting , why an engineer has anything more than their own opinion on what is mis selling , is it Nan , or Mum , is it the current very recently renewed ‘contract’ being complained about , that’s still supposedly in the cooling off period , or the previous minimum term that has 12 months or more to run and therefore been running for presumably the last year or so ….if this engineer visit was available because the customer had Halo and a home visit is a benefit of Halo , to complain that Halo has no benefit to the customer seems a contradiction.
As a balance, I’ve never had pushy BT sales representives , never had the sense that what was better for the BT guide was pushed in preference to what I required or wanted , so this entire notion that all BT representatives are deceitful, or aggressive or acting completely at odds with the customers wishes is ridiculous.
The OP has been advised of the appropriate way to complain ,if they have a valid complaint no doubt a remedy will be offered , they seem to want to not use that path and get a commitment or whatever from BT staff that can’t authorise what they want .
