Ongoing Dispute with BT Mobile about a voucher due over 200 days ago

DanGardner

Hi, this is my first post on the forum!

I took out a BT mobile contract around a year ago, the reason being that for me it worked out cheapest as I had broadband with them and they were offering an £80 amazon voucher which to me is as good as cash. I put my claim in and then waited he 45 days for the voucher to arrive. I made an initial complaint waited the 30days quoted again - still no voucher. Since then I complained a further two times and still no voucher! (Both the second complaints were handled in the same way with the 30 day wait).

Since then I have contacted Libby Bar (next level of escalation). A member of her team had contacted me by phone and I asked for a follow up email. However I’ve now not heard from him for over a week despite sending two chasing emails.

I really don’t know what to do at this stage. To me it feels I’ve been misplaced this contract, if I wasn’t getting the voucher than I would have opted for another supplier which would have been roughly £30 cheaper not taking the voucher into account. I’m now considering if I’m able to take them to small claims court on the basis they’ve mis-sold me the contract promising something they didn’t deliver. I’ve no idea though if this is even a possibility.

As a note they sent me an offer to take out 2 additional sims for other people in the household with similar voucher offers. Those vouchers arrived with no issues.

Could anyone give and advice!

Thanks, Dan

mije1983

Why have they said you haven't received it?

mobilejunkie

If you can prove it's owed and long overdue, you could

A) Go through the formal complaints procedure and (if not resolved after 8 weeks or having received a letter of deadlock) go to the Ombudsman. Since you made a complaint a long time ago, you can now go straight to them. The other option is

Send a LBA and then isssue proceedings.

If you can prove everything, I'd go with B. Otherwise, A is still available and the best course of action.

System

mobilejunkie wrote: »

If you can prove it's owed and long overdue, you could

A) Go through the formal complaints procedure and (if not resolved after 8 weeks or having received a letter of deadlock) go to the Ombudsman. Since you made a complaint a long time ago, you can now go straight to them. The other option is

Send a LBA and then isssue proceedings.

If you can prove everything, I'd go with B. Otherwise, A is still available and the best course of action.

mobilejunkie is the expert.

C) You could e-mail the BT CEO and might find it resolves quicker

There is a website with contact details called CEOMail which can be useful as a last resort.