BT customer retention

matUK

Alert, all BT customer who get coned by so called BT customer retention team!
Read this. I was approaching the end of contract with BT in July, so I called them asking about the possible cancellation of my service. The woman sounded uninterested to what I was to say, telling me i can do whatever I want. If I cancel, they will loose the business. No upgares or discount whatsoever. As I am 02 customer as well, I got a real deal with my broadband (7.5 pcm for 20meg unlimited) and an offer to join 02 home phone at 9.5pcm for the evening/weekend package (similar to my BT deal). I decided to give a try and called BT customer service again asking for possible solutions. I was put through to customer retention dep where I was offered 36 off the bill if I extend for 12 months. Same package but discounted. I have checked with the woman, so if now I pay 11.54 the discounted amount will be 8.54. She did say yes, and when the bill arrived, no discount was applied. I emailed CS where I got an answer from saying, truly 36 pounds is being applied off the 15pounds someting standard fee and there is no such tarriff at 8.54. I asked what my options were, the woman replied I could prepay the whole year of contract at a discounted price or disconnect. OUTREGEOUS!

I am sad BT takes its customers for nothing. Customer retention is about care and making sure they go extra mile to help. Unfortunately, they fool people saying 'discount', 'customer retention' and even I was told that the 14 day cooling off period does not apply to me as I am extending the contract and I am not a new customer! From October BT will charge 50p more for the line rental, but till next July I am confined to BT 'cause moving to 02 will cost me money now. Will cancel BT once out of contract with these !!!!!.

Shame BT, !!!!!!!s.:mad:

Heinz

https://forums.moneysavingexpert.com/discussion/comment/34134593#Comment_34134593

JustPassingBy

matUK wrote: »

. . . . . . .Same package but discounted. I have checked with the woman, so if now I pay 11.54 the discounted amount will be 8.54. She did say yes, and when the bill arrived, no discount was applied. I emailed CS where I got an answer from saying, truly 36 pounds is being applied off the 15pounds someting standard fee and there is no such tarriff at 8.54. . . . . . . .

The £36 is given as a lump sum. If it is not on the bill you have just received it will be on the next one. Your line rental (after the paper-free discount) will still be charged at £11.54.

gt94sss2

JustPassingBy wrote: »

The £36 is given as a lump sum. If it is not on the bill you have just received it will be on the next one. Your line rental (after the paper-free discount) will still be charged at £11.54.

I called up BT just now to do this - as my quarterly bill is issued tomorrow and was offered that the £36 but told it is given as £3/month and not as a lump sum credit.

Has anyone else had the £36 as a £3 monthly credit rather than as a £36 lump sum?

Just wondering if BT have changed their policy to applying the discount monthly or if I will end up getting it as a lump sum which I would prefer..

Regards
Sunil

maypole

My 12month contract ends in a couple of days, how do I get the £36? never heard of this before.

I want to stay with BT, we don't use the phone much and I am wondering what is the best call package to go for. At the moment we pay £11.54 per month for free evening and weekend calls.

They make it so complicated.

DizzyDebbs

I was hoping you were going to get a reply to this as my 18month contract with BT ends in a weeks time and I would like to know what's the best option to save money as I mainly use my phone in the evening and weekends too with just the odd essential call in the daytime