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BT and their Auto-Renewing contracts
maradonash
Posts: 59 Forumite
in Phones & TV
In March 2008, Having finished my 18 month term, I left TalkTalk and migrated my internet to Tiscali (who were bundling free evening & weekend calls along with their broadband).
To do this, i needed to revert back to BT for my phone. I telephoned them and asked to be put on the most basic contract (ie - line rental only) as i would already be getting a call plan with my new ISP. I seem to remember that the BT rep said he would just put me on the option 2 as it was at no extra cost than just the basic line rental. Fair enough I thought.
Now 16 months on, I have again migrated my Internet and Phone (for £ saving reasons) to Plusnet. Surprisingly, i managed to end my relationship with Tiscali without any problems whatsoever. BT, on the other hand, wish to charge me over £60 in Early Termination Charges!!
I fully grasped that i would likely be tied in with them until March 09 but it seems that my contract has Auto Renewed without my knowledge and they believe i am now with them until at least March 2010!
Needless to say, I have questioned this and firmly stated that this was not explicitly pointed out to me when i specifically requested to be put on their basic contract. I am annoyed with myself for not querying why at the time, the BT Rep was keen to get me on the 'no extra cost' option 2 but that does not excuse the underhanded way it which it seems they have hooked me.
My claim has now been passed on to their Dispute Resolutions team who are going to listen to my original conversation to see if i was mis-sold this deal. At this stage, i do not know whether or not i will be entitled to a copy of this conversation so that i too can evaluate whether it was made clear to me.
I cannot remember this conversation word for word but i wholeheartedly trust myself that i would not be openly duped into such a scheme.
Has anyone else had trouble with this spurious contract that seemingly only gives you one opportunity a year to cancel?
Grateful for any advice from anyone else who has fought this battle.
Cheers.
To do this, i needed to revert back to BT for my phone. I telephoned them and asked to be put on the most basic contract (ie - line rental only) as i would already be getting a call plan with my new ISP. I seem to remember that the BT rep said he would just put me on the option 2 as it was at no extra cost than just the basic line rental. Fair enough I thought.
Now 16 months on, I have again migrated my Internet and Phone (for £ saving reasons) to Plusnet. Surprisingly, i managed to end my relationship with Tiscali without any problems whatsoever. BT, on the other hand, wish to charge me over £60 in Early Termination Charges!!
I fully grasped that i would likely be tied in with them until March 09 but it seems that my contract has Auto Renewed without my knowledge and they believe i am now with them until at least March 2010!
Needless to say, I have questioned this and firmly stated that this was not explicitly pointed out to me when i specifically requested to be put on their basic contract. I am annoyed with myself for not querying why at the time, the BT Rep was keen to get me on the 'no extra cost' option 2 but that does not excuse the underhanded way it which it seems they have hooked me.
My claim has now been passed on to their Dispute Resolutions team who are going to listen to my original conversation to see if i was mis-sold this deal. At this stage, i do not know whether or not i will be entitled to a copy of this conversation so that i too can evaluate whether it was made clear to me.
I cannot remember this conversation word for word but i wholeheartedly trust myself that i would not be openly duped into such a scheme.
Has anyone else had trouble with this spurious contract that seemingly only gives you one opportunity a year to cancel?
Grateful for any advice from anyone else who has fought this battle.
Cheers.
0
Comments
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I'm on one of these at the moment which ends around end of August. I want to ensure that it doesn't renew (because the savings are tiny anyway).
However, after some recent contacts I've been variously told:
1. to stop renewal you will have to phone and tell us on August 25th (the renewal date) or be charged a few of 12.50 (why???)
2. the contract doesn't renew automatically (yet the Terms and Conditions definitely DO state this)
3. We have taken your instruction to not renew
They won't give me any of this in writing or email, only verbal assurances on the phone.
They are supposed to send a reminder letter a month before the Auto renewal (also in the T&Cs).
I strongly suspect I will receive no reminder letter and that the contract will auto renew. Overall, I get a completely different response every time I contact them which makes me think they must be either clueless or dishonest.0 -
Thanks for your reply.
I know that i definately did not receive a reminder letter so that point is worth bearing in mind should this develop into a full blown war.
Have now cancelled my direct debit. History tells me that it is twice as difficult to fight your corner once they have already taken your cash from you. In other words, they can whistle for it!0 -
The auto-renewal is in the T&C's. It's not quite without your knowledge, but it is in the small print.Starting Debt: ~£20,000 01/01/2009. DFD: 20/11/2009 :j
Do something amazing. GIVE BLOOD.0 -
Hi maradonash,
If you PM me your BT account details, I will be happy to take a look at this for you.
David,
BT Support“Official Company Representative
I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Well done for taking this up. BUT this is not an individual problem, it is a problem with the way BT conducts its business. I think everyone can understand a contract with a minimum term, of say, 1 year. But to 'auto-renew' for another year is just sharkish.BT_company_representative wrote: »Hi maradonash,
If you PM me your BT account details, I will be happy to take a look at this for you.
David,
BT Support
No wonder BT is in a mess. When I moved house, I went with another provider, just to avoid being caught and having to argue the case. And until BT drops 'auto-renew' and lets contracts go monthly rolling after a year, I recommend avoiding BT altogether.Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Hi guys... when I got my BT line recently I had to take an 18 month contract (to get free line installation).
When would I have to give notice to make sure it doesn't auto renew for another 18 months? Is it just 30 days before the end of the 18 months?0 -
I would give notice immediately in writing, keep a copy and ask them to place it on record. They might think they can make you jump through hoops to cancel, but if you give notice before time, then they will be hard pressed to stick you to another term. Alternatively, you could give them notice that the contract goes monthly rolling after 18 months and for them to advise you if this would be unacceptable. But you need to be strong minded to carry this through.Hi guys... when I got my BT line recently I had to take an 18 month contract (to get free line installation).
When would I have to give notice to make sure it doesn't auto renew for another 18 months? Is it just 30 days before the end of the 18 months?Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Hi guys... when I got my BT line recently I had to take an 18 month contract (to get free line installation).
When would I have to give notice to make sure it doesn't auto renew for another 18 months? Is it just 30 days before the end of the 18 months?
Its a normal 18 month contract for the phone line. It does not roll on. After 18 months you can leave at any time. It will only go on to a rolling contract if after the 18 months are up you take a rolling contract call bundle.0 -
DVardysShadow wrote: »Well done for taking this up. BUT this is not an individual problem, it is a problem with the way BT conducts its business. I think everyone can understand a contract with a minimum term, of say, 1 year. But to 'auto-renew' for another year is just sharkish.
No wonder BT is in a mess. When I moved house, I went with another provider, just to avoid being caught and having to argue the case. And until BT drops 'auto-renew' and lets contracts go monthly rolling after a year, I recommend avoiding BT altogether.
BT;s line rental contracts do not auto-renew,and no ones forcing you to take a rolling/auto renew call bundle contract, you can choose to have a call bundle you can leave at any time.0 -
utilitybroker wrote: »BT;s line rental contracts do not auto-renew,and no ones forcing you to take a rolling/auto renew call bundle contract, you can choose to have a call bundle you can leave at any time.
Some call bundles are auto-renewing 12 month contracts. I am on "Unlimited Evening & Weekend Plan – at no extra cost"
This is from the T&Cs:The contract is subject to a 12 month minimum renewable period. At the end of each 12 month minimum period the contract will be automatically renewed for a further 12 month minimum period unless you tell us otherwise. We'll write to remind you when your contract is nearing the end of a renewable period.0
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