BT Lied on the Phone - Can I End My Contract?

97browng

Hello All,

In November my BT Mobile contract was due to end. They had been fine but the price I was paying (£10 for 2GB) was a little high and being on a 12 month contract was not as good as the 30 days offered by others.

I rang to end my contract and was offered 3GB for £8 per month. Not a bad deal but again the 12 month contract was not really worth it (others offer the same for a 30 day contract) so I said no.

The guy then said that if I was happy with 2GB he could give it to me for £5 per month if I signed up to another 12 Month contract. This suited me fine and we went through all the details and confirmed it over the phone.

Then today when looking on my account (for something else) I noticed it said that it said my 'promotion' was ending and that my bill would be going back up to £10 per month. Though this was strange so looked at it and it states that I am getting a extra £5 discount but only for 3 months.

So I have spoken to BT today and they are going to investigate what was said on the phone. They have said that it states this in the email I was sent at the time, which on detailed investigation is true (It states in big letters that the ongoing cost for the contract is £5 per month and then in really small writing it say I am getting a £5 discount for 3 months only).

I am 100% sure that while talking on the phone the guy did not once mention it was only for 3 months. Firstly because I was calling to cancel to £10 per month contract which I told him was too much (so why sign up again). Then I was offered the £8pm 3GB deal which was on their website (which is better than the deal I eventually got).

And finally because while speaking on the phone I had a question about how much it would cost if I left BT Broadband (as I also get a £5pm discount for that). I asked what would happen between June and November if I left BT and he said it would go back to £10 a month as I would lose the discount.

So I am certain that the guy on the phone either deliberately misled me, lied or made a mistake (something I hope BT will agree when they listen to the call).

However I want to know if I have a right to cancel my contract if they agree I was misled. As my phone line and broadband prices are also increasing it seems a perfect time to cancel all three and go with someone else. Especially seeing as they seem so happy to lie to keep me.

Just a note this is not the first time BT have done this (in fact they have a 100% record when it comes to retention with me). When I rang them last June to agree a new contract on my broadband a very similar thing happened. They agreed a price and then charged me something else. After an investigation they found that they had misled me and agreed to honor my original deal.

[Deleted User]

If they agree that the mistake was theirs I'd have thought cancellation was a foregone conclusion but you've already had experience with them in similar circumstances so you're going to have to wait for the call to be monitored and then see what they offer. By the way I wouldn't throw words like 'lied' and 'misled' at them as it won't help your case, genuine mistakes happen all the time and they have already proved that they'll help you previously.

boatman

I would make sure you put in a complaint in writing rather than just the phone. Also may be worth posting on their BT forum or other social media and one of their moderators will respond.

Guys_Dad

The only proof they have that your contract was extended is the phonecall. If they can retrieve it and it confirms your story, no problem.

If they can't then they have no proof that you extended.

System

BT record all the phone calls and if you put in a complaint they will retrieve the recording and listen to it. Found out this after a monumental !!!! up when I signed up to fibre a couple of years ago.

gearbox162

Why do you want to end your contract?

ex-homelessdude2

this happened to me today,

phoned retention line a month ago and was offered same package at £5(from £10) so accepted and got email stating ongoing discount.

looked at my bill and they over charged me 6p(not big deal but i paid year upfront and cc expired few days after)

explained to online chat that discount of 3.33 and 1.61 had been applied. after an hour and being discounted by first adviser, was informed i was only...getting discount for first month.

any one know best wy to deal with this?

i threaten small claims and am going to use ceoemail to contact then politly.