Absolute Nightmare With BT

NewToTheUkAgain · 10 February 2019 at 1:59PM

Afternoon All,

About just over a week ago I called BT to cancel as shortly I’m moving home, and my work has good deals with Sky.

I was prepared to pay the cancellation charge early as in the long run it would still work out much better for me.

The retentions advisor talked me in to staying on the BT fibre plus, top package at £44.99 a month, including landline and international calls on a new 18 month deal.

The order was placed for installation on the wrong date and to change the date the order had to be cancelled down and replaced. Assured this would take only 24 hours and I would be called back. Three days later neither had happened.

I called back and assured now it’s cancelled down and they would match what the previous advisor said although they say he shouldn’t of given me free international calls they said they would honour it. Also free delivery of equipment due to the messing around.

Now today and a few days has passed and no order confirmation, so I call back again. There is no live order, the person in retentions talks to her manager and says all they will do is match the internet price, but will not honour the free international calls or free delivery as that’s an advisor error and cannot be done.

I argued the toss about it over an hour and she kept me on hold whilst speaking to various managers and would not budge that this cannot and will not be done.

My question is, do I have grounds to complain and is it likely to be upheld?

Thank you