BT Contract hike

paul_1979

I was awaiting the letter from BT informing me of my contract hike. It still hadn't come so I phoned them to find out where it was.

The very unhelpful gentleman told me that my price increase had been sent out by email on the 2nd Feb and I was too late to leave penalty free.

Has anyone else encountered this? I was led to believe they could only notify you by letter. They are now after over £300 for me to leave.

:mad::mad::mad::mad:

Risco

Yes!! I had the same thing told to me except it was 8th. I had been aware of price increase due to the press noise.

They said I only had 30 days from this date of letter, but how can I know if I never got it! They are going to listen to my previous calls about price increase to see if someone told me (which they didn't), I have also advised I will be in touch with the Ombudsman.

Disgusting attitude, they were very rude over the phone and kept repeating they had sent the email and how the terms was in there. I did not receive the damn email!

:mad::mad:

AndyD80

I'm in the same boat - I never received a letter at all.

Just phoned up to cancel, and they told me that because I hadn't replied within 30 days I can't without having to pay £125 ETC fee.

Tried explaining that I hadn't received the letter, and questioned whether this was the best way of informing me, as they usually send me monthly emails with my bill, and I get a weekly email about BT TV programming. She basically told me that this was my problem and I should speak to Royal Mail to see if they still had the letter - surely if it was addressed to me, Royal Mail wouldn't have held on to it? It was only sent first class, not recorded or registered.

I've raised a complaint, but apparently it'll take up to 5 working days for someone to call me back, I'm just hoping that I can still get out of it early.

Ian011

Look at exact wording of the notification. When does the 30 days start?

If it says you have 30 days from receipt of the letter, but you never received it...

AndyD80

That's the problem, I've never had a latter or any other notification from BT, I've only ever seen info on the Internet from third party sources.

Hopefully when someone from complaints contacts me, they'll be able to confirm the wording of the letter, and if it says "from the date if receipt", I'll use that ����

JJ_Egan

The BT email said .
You don't need to do anything but if you want to change something or leave, and you're within your minimum contract term, you'll need to contact us within 30 days of receiving this email to avoid paying a charge for leaving early. You'll need to give us 30 days' notice to leave (or 14 days if you're switching to a new provider). We won't charge you for any increase in price during that time.


Not a clue what any letter said and don't recall what the mention of an increase said in the billing / members page .

NSG666

Appreciate the thread is getting a bit old now but the first I knew of a price increase was when I received my bill dated 24th April. I contacted BT on 25th by web-chat and 26th by phone to be told that an email had been sent to me 9th Feb, my 30 days had elapsed and that they would not re-start the 30 day period.


Having thoroughly checked my emails including junk and deleted items I am convinced that I did not receive their email advising the price increase. Suspecting that I was not alone I did advise Ofcom hoping that others would too then Ofcom can give BT a kicking.


Following receipt of BT's deadlock letter I have contacted the Ombudsman.


The Ombudsman is just an arbitrator but Ofcom have teeth. If you did not receive BT's email notify them.

AndyD80

I meant to update as well - after being told I'd get a phone call to discuss my complaint within 5 working days, and confirming my mobile number as the best means of contact, I received a letter over a week later basically saying BT were refusing to budge, and that I could contact the ombudsman if I wanted to.

The wording of their letter seems to try and make you think that the ombudsman won't do anything, I guess to try and put people off taking it any further. But I'm going to anyway, and I'll contact ofcom as well.

Buzby

Ofcom have teeth, but not for the consumer. They are the industry arbiter but do not enter into customer disputes.

Ian011

Ofcom acts when they receive a significant number of complaints and a pattern emerges.