Leaving BT and refusal to refund line rental

Quentin

homehunter wrote: »

.... I might fire off an email to the CEO as mentioned in that other thread...

That gets results (though from a "high level complaints dept, rather than the CEO personally!)

force_ten

Quentin wrote: »

No


Ofcom say different! BT know that. They are trying it on with the OP.

Is my Line Rental Saver payment refundable?

No, unless you change your mind about wanting Line Rental Saver within seven working days of paying. Or in exceptional circumstances, such as when there is a bereavement, or if you switch to BT Basic.

when you take line rental saver you agree to the terms and conditions one being that line rental saver is non refundable unless cancelled within seven days

homehunter

Using the template as a guide in the other suggested thread, I have sent an email! Thanks, let's see what happens.

Quoting the 7/14 days cooling off period is no use to me - just sounds like 'Carl' at BT is parroting back at me!

The issue here is that BT have stated that there will be no penalty to switch as a result of the price increases, but by withholding unused line rental payments this effectively amounts to a penalty. One I would not have had if I had paid DD. I have also been told one thing by Kumar and another by Carl, and have evidence of this. And given that others seem to have successfully taken this complaint further, I reckon is is worth a try.

Quentin

force_ten wrote: »

when you take line rental saver you agree to the terms and conditions one being that line rental saver is non refundable unless cancelled within seven days

Correct.


However that clause isn't enforceable when they want to make excessive price rises and you can leave "without penalty" as the only alternative to accepting them

Quentin

homehunter wrote: »

I reckon is is worth a try.

You will succeed.


Don't be put off by the "its in the ts + cs so you can't do anything" brigade!

homehunter

Already received from the PA:
[FONT=&quot]Thank you for your e-mail. Gavin is currently in a series of meetings with limited access to his e-mail, so I am replying on his behalf to avoid further delay. Please be assured that Gavin reviews all customer correspondence. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I am sorry to hear of the problems you are experiencing, I will pass this to our senior service team for investigation and response directly to you.

Will keep you posted...
[/FONT]

homehunter

I have now had a reply from his PA,a follow up from the team investigating, and this morning an apology email from Gavin Patterson to confirm it is being looked into. So far so good...

homehunter

Well... Just had a phonecall from head office. Refund of six months line rental forthcoming,Mac code provided,email en route to confirm!! Well worth asking after all,thanks folks! (They called on 0800 3289393 if it helps)

Quentin

homehunter wrote: »

Well... Just had a phonecall from head office. Refund of six months line rental forthcoming,Mac code provided,email en route to confirm!! Well worth asking after all,thanks folks! (They called on 0800 3289393 if it helps)

The disgrace in all this is that the BT first line staff have obviously been told to try it on by lying to customers who have paid line rental in advance.


(And notice no visit from the normally ubiquitous BT Rep to this and similar threads regarding advance line rental)


And worse really, they tried it on last year too (see the thread from last year), got complaints then to the CEO who happily allows the same situation to arise again.


How many of their unhappy customers accept the lies (not expecting such a household name to stoop so low), and don't have the advantage of coming to read about it here?

LazyTyper

homehunter wrote: »

Well... Just had a phonecall from head office. Refund of six months line rental forthcoming,Mac code provided,email en route to confirm!! Well worth asking after all,thanks folks! (They called on 0800 3289393 if it helps)

That's great news, thanks for letting us know!

PS the 0800 number you mentioned just goes to a message that says that someone from BT tried to call you.