Post Office Broadband placed my Mum on new 18 month contract without asking

stevierp

Hello,

My Mum has been with Post Office for her Broadband for a while now. She was paying quite a lot so called up to ask if it was the best they could do. She was transferred to another department who said they could offer her their September deals. They mentioned getting a new router and that my Mum is out of contract. Mum made it clear she didn't want a new router, she just wanted to hear the best prices. She checked before hanging up nothing was going to be proceeded with.

A few weeks later and my Mum has just received a letter confirming her new 18 month Broadband contract with Post office. She called up asking what's going on. They said she agreed to it over the phone (despite no-one mentioning a new 18 month contract). She's asked for the phone recording and they've said she needs to send them a letter with a £10 cheque for them to send it to her.

Surely they can't sign someone up to a new contract verbally without clearly mentioning the length and terms of contract? My Mum has been a loyal customer and is really upset with the way they've treated her.

Does anyone know how she can get out of this imposed 18 month contract? They haven't given any details of a cooling off period. But the letter said the contract started on October 14th so I'm hoping there is a cooling off period? Sounds like verbal contract madness.

Any advice and guidance would be greatly appreciated.

Thank you all,
Stevie

Oli.s

Easiest way and first thing to do is get the recording and see if it was said or not. If it wasn't it would be logical that it would be easy to cancel.

onomatopoeia99

Any new deal will mean a new contract, no broadband supplier of the type that the post office fall into will agree to a price reduction without also requiring a commitment.

They should of course have said so during the call. The £10 is a standard subject access request charge which the law entitles them to levy..

stevierp

Thank you for the replies.

Definitely going to ask for the recording.

Ofcom have advised it was misselling because they didn't mention a new contract, the terms or length.

Will make a formal complaint and get a hold of the recording.

Thanks again,
Stevie

teddysmum

Most people expect the new contract period (unless told there isn't a requirement) as the deal is in exchange for your commitment to staying for 12/18 months; rather like line rental saver, making the overall cost lower in exchange for early payment.