MSE News: BT reveals price rises - but you can escape the hikes

Quentin · 12 November 2013 at 1:34PM

Yes. Read the last few pages of this thread.

You are the victim of their tactics to put you off leaving. Stop the cancellation now to "save" your line.

The thread shows that to get satisfaction (your advance rental refunded and your existing line transferred, not disconnected) you need to complain about this to the CEO's office.

jezzer99 · 14 November 2013 at 2:31PM

So I just spoke to someone in the execs office.

They stand behind their T&C's:-

Prepaid LRS is non-refundable.
BT services will be cut after 7 days.

So do I get a "go live" date from my new supplier and then contact BT 7 days before that date, and then hope that I am not charged penalties ...

or do I just sit out my contract

hmmm ... what to do

Quentin · 14 November 2013 at 2:51PM

Are you sure it was the exec's office you spoke to?

You have been told the wrong info.

Have you sent in a complaint to the CEO?

jezzer99 · 14 November 2013 at 3:06PM

Yes, emailed Gavin last night.

Someone called me from the Chairman's Office.

MillicentBystander · 14 November 2013 at 3:21PM

This is a major, publicly quoted (FTSE100) company and former state monopoly treating their customers in this shameful, underhand and downright dishonest way. Seriously, what gives?

They are STILL saying this on their site:

Line Rental Saver payment is non-refundable

http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=29984

Nooby · 14 November 2013 at 3:50PM

I've also received a refund of LRS, not far off £100, very handy!
I emailed the CEO and had an email back within a couple of days.

Quentin · 14 November 2013 at 4:31PM

jezzer99 wrote: »

Yes, emailed Gavin last night.

Someone called me from the Chairman's Office.

Write back and tell him that you are being refused a refund of your advance rental when requesting to leave following the price increase letter you received, and this seems to contradict the ofcom advice on refunding advance payments.

Ask that your complaint be looked at again and if they are not going to refund you to issue a deadlock letter as you intend escalating this to the ombudsman.

As you will have seen in this thread, the ceo's office have quickly caved in and refunded advance line rental, so maybe you spoke to a junior.

If they refuse again, then push for the deadlock letter and escalate your complaint to the ombudsman services.

steven_cardwell · 16 November 2013 at 3:19PM

Moved over to Sky from BT on the 11th, come home from work, change over router etc, but notice that BT Sport was still switched on via the Sky+ box.

Phoned 150 and got an overseas call centre, talk about not having a clue, as my BT bill ran 6th-5th every month, i had one issued around the 6th November, this one from India kept going on that i was "paid" up to the 5th December and that was why BT Sport was still switched on, totally ignoring what i was telling him, plus the fact the bill was issued before i left, so the 11th Nov-5 Dec should be refunded.

Phoned another number that i had from an earlier "leaving us" text, and got a UK agent, that simply said "phone back tomorrow if still on"

Phone on the 12th and finally got someone with half a brain, that got BT Sport switched off and ordered a jiffy bag to send back the Vision+ box and router.

The bill from the 6th, came out by direct debit on the 15th, so i know that my usage is all paid up and if BT mess up this final bill then i will shut the direct debit as i don't trust this "phone up and get charges taken off" nonsense.

Just don't get how hard it is, if there are notes on the account, that the final bill can't be correct in the 1st place, with all the various credits and the only thing left is just either usage charges or a refund from advanced charges.

The person i spoke to on the 12th told me that if i cancelled the bill would have been auto corrected, but as i had moved provider, i have to phone up to get the cancellation charges taken off the final bill manually, never heard so much nonsense!

Also noticed as well that BT have brought the final bill forward to the 20th November, every other ISP i have moved from, the final bill was always still on the same date as i was being billed on before leaving, think this just sums BT up.

Jiffy bag arrived today, soup to the post office to send the router and Vision+ box back, with this final bill being the 20th, i don't want to give BT any excuse for any hidden charges.

Glad i've got rid of BT, now got my fingers crossed this final bill on the 20th will be correct, without the need to phone them yet again!

sergeant_cookie · 16 November 2013 at 3:23PM

Ive had to ring BT several times regarding charges despite it been on the notes that I owe nothing, I have received letters saying I do. Direct debit got cancelled the other week. Fed up of them.

Quentin · 16 November 2013 at 3:48PM

When leaving without penalty under the get out clause expect this one too:

I got a voicetext asking me to ring them to discuss termination fees.

I did respond to find it was another "dedicated" retention dept., unaware of the CEO's office arrangements, but happy to insist I would have to pay leaving fees, plus my new company wouldn't be able to have my phone number!

Just more lies/scare tactics. (My refund is already in the bank, and my new phone company confirmed my number is safe, and that others have reported experiencing this dirty trick tactic)

MSE News: BT reveals price rises - but you can escape the hikes

Comments

Confirm your email address to Create Threads and Reply

🚀 Getting Started

Categories

Is this how you want to be seen?

Get our FREE Weekly email full of deals & guides - and it’s spam-free