BT Company Rep Claire : help needed again please!

Quentin

annie-c wrote: »

I just need clarification because the information I was sent about my account by the rep on here conflicts with the information from BT Customer Services.

If you have it in writing from a BT official that you can cancel your BB free of charge, I wouldn't worry too much about getting it clarified!

Just impress upon them that you only acted after getting this confirmation and obviously would have stayed if you had been told about the £50 in the first place.

annie-c

I have had yet another email from BT Customer services and the price has gone up again!

BT Company Rep Claire originally said:

Hi XXXX,

Thanks for your email, I am sorry if my previous email was unclear.

Providing you transfer your broadband to another provider using the MAC process and do not cancel it completely and do this after 15/10/10, there will be no charges added to your account for cancelling your broadband.

Let me know if you need anything else

Regards

Claire

BT Support



Todays email says:

Dear XXX,

Thank you for your email.

I am very sorry to hear that you wish to leave BT Broadband.

I have had a look into your account and I can confirm that you are currently in term with the Broadband until 15/04/2011 and as such if you were to cancel/transfer your Broadband at this stage your estimated early termination charge would be £49.09 plus a £44.99 early cancellation charge if you have received free equipment as part of your package.

You also took an offer of free connection charge offer which you are in term with until 15/04/2010 and as such if you were to cancel/transfer your account now your estimated early termination charge would be £47.51.

However as you have asked for a mac code we are obliged to supply one within 5 working days. I have put notes on your account to the effect that you have been informed you are in contract and will be charged until the end of your term if you leave early.


BT Company Rep, please can you help! After receiving Claire's email on Saturday I went ahead and signed up to a new provider - now BT Customer Services are saying I could be charged nearly £150 to leave!!!

annie-c

I have had a further email from the BT Company Rep to say that there will be no termination charges on my account and that the Customer Services emails were 'generically produced'.

I am pleased to have assurance that I will not personally face any termination charges but it is worrying if BT Customer Services is frightening people off cancelling their account by sending out emails with seemingly quite random termination charges set out.

annie-c

Hello again Claire

Further to your email correspondence with me, both my broadband and phone line were transferred to plus.net last month. However, on my final bill I have been charged telephone line cancellation charges and am still being forward billed for broadband. You said this should not happen and to get in touch again if it did.

Please could you help?

Thanks

Sambucus_Nigra

annie-c wrote: »

Hello again Claire

Further to your email correspondence with me, both my broadband and phone line were transferred to plus.net last month. However, on my final bill I have been charged telephone line cancellation charges and am still being forward billed for broadband. You said this should not happen and to get in touch again if it did.

Please could you help?

Thanks

Why don't you just email her direct?

annie-c

Sambucus_Nigra wrote: »

Why don't you just email her direct?

She doesn't have a direct email address or a PM. I have sent an email to the generic address but she asked me to get in touch directly if there were any more problems.

I have received a reply now, saying there was a mistake in closing my account and I will get another final bill within 15 days.

BT_company_representative

Hi annie-c

If you check out my profile section you will see my contact e-mail address if you drop me an e-mail with your account details and a link to this post with your forum user name if the subject field I will gladly look into this for you.

Regards David

black_paw

bt rep..wonder if you could tell me Please ? my contract is up on the 30 this month will they e-mail me about re-new ? as im deaf find it hard some times to under stand on phone ..thank you

black_paw

thank you for quick response !

BT_company_representative

Hi black paw

Once your contract ends we may contact you in a number of ways to promote any offers that we have available to you and this can include e-mail or phone call. I can however register your contact preference as e-mail or letter so this is the way you are contacted. If you check out my profile section you will find my contact details and if you send me your account details and a link to this thread I will gladly arrange this for you.

Regards David