Disagree with Ombudsman's decision on BT complaint

jayiwa

iniltous said:

TBH, that’s the obvious thing to do, hopefully whoever you do join won’t disappoint you , but there is always the chance it’s out of the frying pan and into the fire, the vast majority if not all of BT  customer facing representatives are U.K. based , something that not all providers offer , and although off shore isn’t a synonym for criminal behaviour, the fact is most people would prefer to deal with UK based reps, as far as the remainder of the minimum term, it’s pretty standard policy , not just BT , but every provider, to insist on the customer to fulfil their side of contract , unless there is something that the company offered that they are not delivering, you are not going to be offered the option to leave penalty free, especially in your case it’s subjective not objective , you state they wilfully charged you for something, they ( and the arbitration service ) say human error....so in the circumstances they and everyone else I would imagine , would say , ‘ETC apply if you want to leave’ , arguably offering you the option to leave penalty free in these circumstances would tacitly be saying they agree with your assessment, which they don’t.

I'm fully aware that not all companies are perfect, and people make mistakes. But my experience with other companies were marginally superior to what BT have offered me - at least they never messed around with my account without my consent.

As you pointed out, the overseas call centre is not always synonymous to atrocious service, which my experience proved to be the case. And when they put things right they went over and above to ensure I was completely satisfied and the same mistakes would never happen (to me) again - whilst BT hasn't quite gone that far in any of my cases.

Obviously my view on BT is quite different from yours, but I'll leave it there and move on now and hope there'll be a chance I could terminate the contract early. Thanks again for spending time to share your thoughts.