BT Broadband Retentions - Lies, Deception and Miss-Selling; BEWARE

Farhan

I renewed my BT Phone Line/Fibre Broadband package last year, having previously been with them for 18 months on a really good deal promoted on MSE.

I said I only wanted a 12 month deal so the salesperson told me he would sign me up to a 12 month deal (LIE) at £27 per month (DECEPTION) which I told the sales advisor was slightly higher than other packages in the market I had researched on MSE but I accepted his offer based on continuities sake.

The sales advisor omitted to mention however that he didn’t include my line rental in that price – and as my line rental was on a prepaid “line rental saver” due to expire that month- the headline price of £27 a month he quoted for my actual package would be over £45 a month. (DECEPTION)

He then pressured me into signing up to an additional “free” TV Deal which I told him I had no use for and would never use – yet he told me to take it as it was free. What he failed to mention, which he knew, was taking this free BT TV Box would put my whole BT contract including my Line Rental, Broadband and Calls into a 2 Year contract rather than a 12 month deal as agreed and as explicitly requested by me. (LIE OF A 12 MONTH CONTRACT)

When I complained to BT and they listened to the call, they agreed to honour the 12 month contract promised on the call and not tie me into 24 months and would put notes on their system to this effect. Yet when I cancelled my service with BT after 12 months, I was charged a lump sum for this additional 12 months for “ending my contract early” on my final bill and surprise surprise when I called to query this and have it refunded they claimed no such notes existed and there was nothing they could do,

They also refused to refund the difference between my actual monthly charges (circa £45-50 a month) and the quoted £27 a month because – get this - “the sales advisor chose his words carefully” and did not directly refer to the line rental in his quote – rather he chose to omit that information.

This justification I found astonishing from a company like BT, validating their own sales advisors unethical deception especially considering they had admitted to the same sales advisors previous underhanded lies in relation to the length of the contract as misselling.

I am now out of pocket hundreds of pounds due to clear misselling, lies and broken promises and when I asked for copies of the call recordings they are still yet to provide those despite being over the allotted time in breach of the GDPR – something I am reporting them to the ICO for.

Let this be a clear warning – the most unethical company I have ever dealt with. I've seen another post on here this week about BT sales staff misleading with monthly prices for broadband. Been with Sky BB, EE BB and others for years previously and never had anything like this.

AndyPK

It's best to avoid using them.

They are expensive. Simples.

Take it to off comm