BT pulling a fast one

jayjay000

Good Morning all,

I'm after some advice please.

I was a BT customer a couple of years back and changed to Sky as they offered me a better deal.

In March this year I received a letter from BT (attached below) stating that Sky were due to raise their prices and that if I asked to leave I would be able to do so without paying a fee for leaving mid contract. They said they would provide me Superfast Fibre for £29.99 a month for 18 months. I would also receive a free gift which at the time was either a Amazon Echo, Fitbit Charge 3 or a Samsung Galaxy Tablet.

This offer was due to expire on 21 March.

On 15th March I placed my order online where I was also due to recieve a £100 reward card. I received confirmation of the order placed. Then, on the 22nd of March I received an email saying my order had been cancelled!! To my surprise i then received another email saying my order had been received.. again.

Fearing one of two things I put a call in to BT. I stated that I though either A. I thought I could now possibly have two orders or that BT were trying to pull a fast one and not provide me with the deal offered and hope i wouldn't notice somehow.

The lady I spoke to confirmed it was an error there end and that they would honour the deal and that she would "put a note on my account".

Couple of weeks later I jump on the online chat and ask about my reward card and free gift.

They confirmed that the reward card would be sent out and they would now close my complaint.

Reward card arrives, I register it online and have only £90 in the account and i had no contact in relation to my free gift. I open another live chat which resulted on a £10 refund on my sky bill and that the gift team would contact me in 5 working days regarding my gift.

£90 + £10 refund = £100... I'm happy.

7 or so days pass and I receive an email saying that I am not eligible for a free gift and they are closing my complaint....

I put in another phone call, again speak to a very helpful member of staff who after I explained everything... again... said I was eligible and that she would "put a note on the account" and forward it to the gifts team.

This morning I received a call from the gift team saying I'm not eligible as the offer expired on the 14th March....

Where do I stand.. my complaint isn't being resolved, whether that's simply down to the incompetence of the gift team or whether as a company theyve falsely advertised an offer I dont know. Either way BT arent resolving it and this has now taken 4 live chats and 6 phone calls (some of which not mentioned above as they are just repeating myself).

Any advice where to go now is greatly appreciated.

jayjay000

I cant link the image of the letter.. you'll have to take my word for it.

[Deleted User]

Have you any proof that the offer was due to expire on 21 March.

jayjay000

Yes I still have the original letter which has it clear as day.

Just cant post links yet to show you all.

[Deleted User]

Then send a scan or xerox of it to either:-

BT Correspondence Centre, Providence Row, Durham, DH98 1BT.

or

BT Group's chief executive Philip Jansen

philip.jansen@bt.com

Tea_spiller

Totally agree with Colin_Maybe email CEO with copy of letter. The executive complaint handlers have more scope than customer services to sort the issue.

Colin_Maybe wrote: »

Then send a scan or xerox of it to either:-

BT Correspondence Centre, Providence Row, Durham, DH98 1BT.

or

BT Group's chief executive Philip Jansen

[EMAIL="philip.jansen@bt.com"]philip.jansen@bt.com[/EMAIL]

jayjay000

Thank you. I will give that a go.