leaving BT B/band for 02- welcome advice on charges

earthlover

I'm leaving BT b/band for 02. I was originally on BT 0ption 1 but upgraded last May to Option 3.

I expected to pay early termination charges of 11.95 per month for March and April and and was told by customer services that I would be doing. I was told that I would'nt have to pay for the equipment if I sent it back and they would send a jiffy bag for me to do this.

When I asked for my mac code I forgot to remind them to sent me a bag, so rang back and spoke to a different customer service rep who checked my account and was quite adamant that I was out of contract and would'nt have to pay charges for March and April and would be able to keep the equipment and not need pay for it. It was mine, he said. He was going on the time I originally went onto Option 1, which was out of contract.

Since then I have found a copy I printed out of an order confirmation from when I upgraded which seems to me to suggest that I am in a 12 month contract from May 09, as I originally thought.

Should I call BT again, or wait to see if I get charged and then tell them about the conversation I had with the last rep I spoke to, whose name I took.

Don't want to have to pay for the equipment and charges!

mk-donald

I think if I was in your shoes I would keep your note of who/when/what was said to you by BT support and of course retain the items which you originally thought they might be entitled to want returned.

It is not YOUR responsibility to keep ringing them - they told you story 1 which you didn't think was right, you phoned them AGAIN to be sure what the correct story was and got told story 2. Life's too short to double-check Story 2 and maybe get Story 3!

If/when BT's subsequent actions bring into question Story 2 what they most recently told you then use that evidence to get it resolved, making a formal complaint through BT's broadband formal complaint procedure if it proves hard to get them to deliver on what they told you they would. It should be cheaper/simpler for BT to do what they said they would in your recent, documented conversation!

What you must not do is if BT do end up chasing you any alleged debt is to ignore it on the basis you were told Story 2 that it wouldn't be charged ... as their debt collection system will just keep at trying to get it from you ad infinitum and cause debt collection/credit issues - ie respond with your evidence and then formally complain if Story 2 = lastest "lies".

The same with your new ISP, if you aren't happy with their Story 1 ever, ask to get it confirmed and then escalate into the formal complaint procedure - unlikely to happen on o2, but it's all there on their website on how to do it .

MKD

earthlover

Thanks mk-donald,

I was thinking more or less the same thing. Cheers!:)