BT mis sold package to oap mum

CatPerson

Hi,

I think BT have mis sold their broadband package to my oap mum and am so angry.

So my mum is nearing the end of her 18month contract and I looked into her moving provider because what she is paying is so expensive and double what I pay with another provider.

I wasn't there when she spoke to them over the phone to sign up, but she lives on her own, she only uses the internet for emailing and browsing, I thought that would have influenced what package they signed her up to.

She also said to me at the time that they told her she could only have BT at her address.

Yesterday she had a phone call from BT to sa y is she could stay with them and be on a cheaper tariff 50% cheaper. I really feel like they signed her up to a deal she didn't need and should have been on a cheaper package suitable for pooling using lots of data etc.

How do I complain and be listened to?

Thanks

elsien

You can't complain, it's not your account. That's down to your mum. Unless she gives you permission to speak to them on her behalf.
Although it's not entirely clear what the package she bought is, and why you thought it was missold. It is usual for people who don't shop around to end up paying more, and for the threat to move to trigger discount offers. Age has nothing to do with it.
Parent is 79 and would be appalled if I suggested she didn't know what she was doing financially.

CatPerson

Just to confirm my mum is not happy either and she does know what she is doing financially but it's the first time she has signed up to a broadband account and doesn't understand all the terminology used and what speeds she needs or downloads etc. She has also given me permission to speak to them hence my question.

elsien

So what exactly was the 18 month contract she signed up to? In terms of solders etc, not price. Did she discuss what she would be using it for as part of the process? Buying a bigger package than you need doesn't automatically constitute misselling.

She would have to exhaust the BT complaints procedure before take my it any further.

[Deleted User]

I'm confused (actually I think it's your first post that's confusing me) but you say she's signed up to a deal that's 50% cheaper (than what she was paying presumably) and yet you're both not happy?

When did she agree to this deal, what is it exactly (and what was she on previously) and has it actually kicked in yet?

elsien

Colin_Maybe wrote: »

I'm confused (actually I think it's your first post that's confusing me) but you say she's signed up to a deal that's 50% cheaper (than what she was paying presumably) and yet you're both not happy?

When did she agree to this deal, what is it exactly (and what was she on previously) and has it actually kicked in yet?

I could be wrong, but I've read it that they're complaining about the 18 month contract that is just finishing.

[Deleted User]

elsien wrote: »

I could be wrong, but I've read it that they're complaining about the 18 month contract that is just finishing.

Ahh, I'd have never thought to have read it that way.

So they want to complain about a contract that was agreed to 18 months ago and is now almost over? Good luck with that.

Petrol's gone down this past week, I think I'll complain at my local Asda and ask for a refund from the week earlier.