BT Salesperson Ordered New Phone Line in my Name!

Paul_Varjak

Today, my postman had a package for me - a brand new BT Home Hub 3. But I do not have a BT phone line and never placed any order with BT.

I contacted BT and they tell me (in a recorded phone conversation) that a BT member of staff placed an OFFLINE in my name - for an extra phone line at my address with broadband on 24 December.

I had made enquiries with BT for a second phone line but these were enquiries only and I never places any order. All my enquiries were made prior to 14 December - more than 10 days before the salesperson made the OFFLINE order in my name.

I tracked the order on BT's website and it shows that the person who placed the order used a false email address (does not exist) and an O2 mobile contact number (went straight to voice-mail).

Mark_In_Hampshire

Wonder when the BT engineer will turn up to fit the new line you didn't order. Was there a bonus scheme running at BT which ended on Christmas Eve, by any chance

To be clear, though, BT haven't said that the salesperson took it upon themselves to actually make the order, it is possible that someone, anyone else, placed the order and it was just recorded by that salesperson.

But, it does look odd and more than a bit coincidental, doesn't it. I'd check your bills..

Paul_Varjak

BT Openreach arrived 5 minutes ago!

Paul_Varjak

Mark_In_Hampshire wrote: »

Wonder when the BT engineer will turn up to fit the new line you didn't order. Was there a bonus scheme running at BT which ended on Christmas Eve, by any chance

BT did say that staff sometimes earn commission! Interesting to see if the same salesperson made several offline orders that day, especially if they were on commission on Xmas Eve!

Mark_In_Hampshire wrote: »

To be clear, though, BT haven't said that the salesperson took it upon themselves to actually make the order, it is possible that someone, anyone else, placed the order and it was just recorded by that salesperson.

BT suggested to me that it was a member of staff who placed the order. The order was done 'offline', meaning that when BT salesperson entered the order into the system, the person who supposedly ordered was not on the phone speaking to them.

Paul_Varjak

Just found out that the order was placed by someone working at BT's Doncaster Call Centre. Found a phone number for the Call Centre - they are definitely on the case now!

new2012

I am with VirginMedia and about 4 or 5 years ago I got a deal with Sky so I phoned up BT to enquire about getting my BT line reconnected as I had a VirginMedia phone line.

Just enquiring and not ordering.

In the end I decided to stay with VirginMedia for my phone and broadband.

There was no phone plugged into my BT socket so I never knew that BT had re connected my line and given me broadband until I got a bill. My VirginMedia phone worked all this time.

That took a while to sort out, I eventually had to contact the boss of BT.

I am glad the call was recorded.

Now I will never phone BT to enquire about anything.

Paul_Varjak

I will be writing to BT (by recorded delivery) telling them that no order should be accepted in my name without my prior written consent.

I will also put a Notice of Correction on my credit files with Equifax, Experian and Callcredit to the effect that no credit account should be opened without my prior written consent.

Paul_Varjak

This matter has now been reported the Police, who have provided me with a log number.

Paul_Varjak

Had a phone call from BT saying that the order has been made fraudulently in my name by a member of sales staff in an office in India; I even have the salesperson's name - all recorded of course!

Apparently, the salesperson even manually noted that a credit check had been done, even though no such check had been done.

As soon as he had created the fraudulent order he had changed the contact method to email (but used a false email address). Any SMS messages that may have been sent will have gone to a Tesco mobile (which uses O2 network).

All this happened on 24 December; then, on December 25, the same salesperson started to create another order in my name but abandoned that attempt.

BT are convinced this was a fraudulent order so that the salesperson could earn commission - apparently sales staff in India had also generated sales orders, which they immediately cancelled as this, at least in the past, would still earn them commission!

At least BT have been upfront about this fraud and I have it all recorded for posterity!

Paul_Varjak

new2012 wrote: »

I am with VirginMedia and about 4 or 5 years ago I got a deal with Sky so I phoned up BT to enquire about getting my BT line reconnected as I had a VirginMedia phone line.

Just enquiring and not ordering.

In the end I decided to stay with VirginMedia for my phone and broadband.

There was no phone plugged into my BT socket so I never knew that BT had re connected my line and given me broadband until I got a bill. My VirginMedia phone worked all this time.

That took a while to sort out, I eventually had to contact the boss of BT.

I am glad the call was recorded.

Now I will never phone BT to enquire about anything.

I questioned BT as to why some people do not receive confirmation that they supposedly place an order. The reason is that when staff make fraudulent orders, they immediately change the contact method to e-mail only and use a false e-mail address and SMS phone details. So, you never get confirmation of the order by post, e-mail or SMS!!!

Mark_In_Hampshire

Paul_Varjak wrote: »

At least BT have been upfront about this fraud and I have it all recorded for posterity!

Indeed. Not a good experience, but as you say, they've dug into the detail which shows they're concerned too, and been honest and upfront; I guess there will always be "rogues" in any big company.

You can't really have a compliment from a complaint, but given how it has been handled, I don't think they could have done much better here once the fraud was discovered.

Perhaps a look at how the bonus/renumeration works (or doesn't work well) would be well advised.