BT Vision selling trick

poorjohn_3

On 20th June I received an unsolicited phone call from a BT representative with a pronounced Scots accent. He referred to my monthly bill of around £80, which he said I could reduce considerably by moving from my present calling plan of Evening and Weekend Calls to Unlimited Anytime Calls. Since my Broadband usage was only about 10 GB I could also pay less by moving from Unlimited Broadband to BT Total Broadband Option 2 with a 40GB limit. I agreed to these changes.

He then referred to BT Vision. I informed him that I did not require it since I already had Satellite TV.

My TV sets already include Freeview receivers but the Freeview signal is poor due to nearby buildings and trees in the line of sight to the transmitter. This is why I have been using satellite TV for over 5 years.

On 21st June I received an email informing me of my phone number.I have had this number for 33 years.

On 22nd June I received a letter from BT about the setup of a direct debit. Since I have already had this for some years I was puzzled. My bank account now shows it as reinstated although it should not have changed.

On 23rd June I received an email stating that my BT equipment would arrive on 27th June. I had no idea what this was but assumed it was a router upgrade.

On 27th June I received an email informing me that my broadband was ready. I have been using this for many years since it was first introduced.

On the same day I received another email informing me that my BT Vision service was ready. I had never requested this service

Shortly afterwards I received a letter from BT Customer Service dated 20th June Informing me that my Unlimited Anytime Plan and BT Total Broadband 2 were starting. It also stated my BT Vision service would start and a BT Vision Box would be delivered.

Half an hour late Royal Mail arrived with a parcel of equipment for BT Vision. On the advice of the deliveryman I refused delivery so he could arrange for immediate return. This I did to emphasise my cancellation.

I scrutinised the letter that stated that I could cancel the service any time before it starts. Since the letter stated the service would start on the day I received it I was given no time to cancel.
There were no instructions on how to cancel and the letter had no address or contact number for that purpose. When I followed the link to the website I arrived at the BT Contact Us page which had a list of preselected subjects none of which covered order cancellation. I searched the terms and conditions without success.

In an effort to register my cancellation before the service started I emailed the complaints link pointing out I had not ordered BT Vision and requesting cancellation.

On 28th June I received a call from BT Complaints who refused to accept that I did not order BT Vision and stated that I would have to pay cancellation charges because I ordered a package. In spite of my protests this was reiterated parrot fashion. I have received no further communication or explanation.

Furthermore on My BT I see that my calling package has changed to Weekends only. This is more expensive than my previous Evening and Weekends add-on. This is contrary to the statement by the representative’s original claim and to the statement in the letter.

This amounts to serious mis-selling.

BT_company_representative

Hi poorjohn

I have just seen you post and would like to look into this for you to see what has happened with your account and what actual services have been activated. If you check my profile section you will find my contact details, if you send them over I will see what has happened and get things sorted.

Regards David

Heinz

Less than an hour for an initial response BTCR. A good start.

I, and I am sure many other readers, would like to hear the outcome poorjohn and, as BTCR canot tell us, so would you please do so?

BTW the BT contact form is HERE.

poorjohn_3

Thanks for the usewful BT contact link which doesn't seem to show on the BT contact page. I did find it on David's profile as well.

No reply so far. MY BT account still shows the unwanted BT Vision Bronze package and the Weekend calls add-on.

I did receive today a no-reply email from BT to inform me my equipment will be delivered on 8th July. If this is a router upgrade that's good but if it is another BT Vision box I shall screeeeeam!

The Royal Mail tracker page shows that I refused the first Vision box and it was returned to sender.
I will have to hang around on Thursday to catch the delivery man otherwise it will be left on the doorstep or with a neighbour. Then it is more trouble to get rid off it.

poorjohn_3

The delivery was a phantom - nothing arrived and there was no order number to track. I have no further word from BTRep David whom I see is busy on other threads.

However I did get a call from a BT lady who referred to my complaint. I explained that I did not ask for BT Vision
because I cannot use it. I told her I needed the Unlimited Anytime package and Broadband option 2. She agreed to
look into it and did phone back quickly to say that it has been arranged.

On MY BT it still shows BT Vision and weekend only Anytime.
So I still don't know what my tariffs are. I did subsequently receive a green plastic return bag for the BT Vision that I didn't accept!

I await the billing with bated breath.

In the meantime I have been sent a survey questionaire on service received from BT Care.