BT cancellation Hell 27 August 2013 at 2:43PM in Phones & TV 12 replies 1.5K views

Rachel.lucking

I've just got off the phone with BT who have told me that despite having already been with them for over the 18 months I originally signed up for because they added BT sport to my package I will have to pay them £170 to leave.

When asked how this can be possible as I am already over my minimum contract term with them I was told there is 'nothing they can do' about the charges and they're 'sorry that they're the bad guys' I'm not sure that's the feeling I got and certainly wont be the feeling I get when I have to send them £170 for the privilege of not using them anymore.

Any advice greatly welcomed.

Mallotum_X

Have you got a copy of the contract that tied you in when you extended? Ask for a copy of what you signed up to as a first step.

Chance are you re-set the clock on the 18months when you added the package, but get a copy of the T+C you signed up to.

iniltous

Rachel.lucking wrote: »

I've just got off the phone with BT who have told me that despite having already been with them for over the 18 months I originally signed up for because they added BT sport to my package I will have to pay them £170 to leave.

When asked how this can be possible as I am already over my minimum contract term with them I was told there is 'nothing they can do' about the charges and they're 'sorry that they're the bad guys' I'm not sure that's the feeling I got and certainly wont be the feeling I get when I have to send them £170 for the privilege of not using them anymore.

Any advice greatly welcomed.

BT Sport is an opt in, so I presume you either signed up or were called and agreed to have BT Sport, taking BT Sport re-contracts you for 12 months...so unless you were signed up without asking or agreeing then you are into a new minimum term and will have to pay an early termination charge to leave, BT Sport is mainly a incentive to stay with BT for broadband, that's why it's 'free'...

macman

Why do you want to leave BT when you just signed up to BT Sport though? It's 'free' for a a reason-it ties you into their other services.
From the home page of the BT Sport website:

'BT Sport is also available on BT TV for new and existing broadband customers who sign up for 12 months or have 12 months remaining on their contract; ongoing renewal needed to get discounted BT Sport'.

So if you were already out of your minimum term, you would have taken a new 12m minimum term to get 'free' BT Sport.

skea56

I have a similar problem:

Phoned up last week as it appeared I had been charged incorrectly for my package, turned out I was at the end of my contract and had begun to be charged at the normal non-discounted rate.

During the process of this call, the advisor asked me did I wish to have BT Sport added as it was free. Now I admit I gave him my Sky viewing card number, but when he said he was about to hit the button to add it and asked was I sure I wanted to go ahead with this, I thought about and said no, as no-one in our house watches sports and so therefore it would be a waste, free or not.

At no point did he say I was renewing my contract for a further 12 months, and in fact, I asked him to confirm twice within the call that I was now out of contract and able to look elsewhere for phone and broadband.

I made a few enquiries and signed up with Talk Talk the next day.

You can imagine my surprise when I received a letter yesterday from BT, saying they were sorry to see me go, but that I had charges of £107 odd to pay before I switch over in a weeks time.

Phoned them up straight away and have raised a complaint, which may take up to 2 weeks to resolve as they have to go and listen to the call to see what has happened.

I am livid - why would I renew a contract for 12 months and then go and sign another one with another company the next day??!!

Am I able to get a copy of this call? Do you think there is anything else I can do to ensure I am not charged this extortionate amount of money?

Thanks

Sk56

macman

How is the £107 made up? You have to normally gives 30 days notice even if out of minimum term, so you don't appear to have done that-but it shouldn't cost £107.

skea56

There is no breakdown of charges, except to say my service will be changed over on 4th Sept and I will receive a final bill on that date.

Contacted them yesterday for a breakdown, which was to be emailed to me immediately after the call....am still waiting!

sk56

skea56

Used their live chat function to request a breakdown of charges and was told a manager had authorised the removal of contract terms and so therefore I would not receive any termination charges.

Hopefully this will be the end of it, but I think I will call them before the changeover next week just to make sure.

I have taken a copy of the conversation so that I have this in writing.

Definitely a great way to contact them or any provider, it may be a bit slow but when you have stuff in writing it should you ever need it.

sk56

skea56

Rang up today to confirm there would be no additional charges as set out in their own letter, only to be told to ignore it should never have been sent in the first place as I was out of contract.

Then tried to convince me that although they are more expensive, BT provide a much higher quality service than other suppliers and I should rethink my move.

I did have to laugh at him and pointed out that this "higher quality of service" extended my contract for 12 months with a component I had not agreed to, and then tried to charge me £107 for the privilege lol!

I'll take my chances with the "lower quality" of TT - have been with them before and never had a bother.

sk56

skea56

update
Received a letter today from BT to confirm they were to start charging for BT sport from 23/12/13....this is after receiving confirmation from them back in Sept that it had been removed from my account nd that I would receive no further charges.
the advisor I spoke was not interested and kept repeating the same spiel.over and over again...I now have to wait 10 wkg days for thrm to listen back to the originall call....AGAIN.

Im furious, is there a bt advisor ou there who could escalate thia situ as ive receoved nothing but incompetence so far.
sk56

nickcc

skea56 wrote: »

update
Received a letter today from BT to confirm they were to start charging for BT sport from 23/12/13....this is after receiving confirmation from them back in Sept that it had been removed from my account nd that I would receive no further charges.
the advisor I spoke was not interested and kept repeating the same spiel.over and over again...I now have to wait 10 wkg days for thrm to listen back to the originall call....AGAIN.

Im furious, is there a bt advisor ou there who could escalate thia situ as ive receoved nothing but incompetence so far.
sk56

You'll find him if you put BT complaints in the search box on the Forum. I've just completed the online help screen for a similar problem where BT have agreed to refund the early contract termination charge but it still hasn't happened even after four assurances that it would.