BT broadband contract dispute help please

Doobdonk

Hi,

I need some advice with this dispute if possible please, some sort of idea as to what i should do.

In May this year i rang BT to get a MAC code as i'd planned to switch broadband providers. At the time of that call, i was talked into taking out a new twelve month contract in exchange for a BT vision box, a home hub system and a reduced monthly payment of 21.99.

Two days after this i rang BT back to cancel the contract under my seven day cooling off period that i'd clearly had explained to me at the time of my first call.

As a result i didn't receive the home hub or vision box from BT. However, they have continued to charge me the reduced payment of 21.99 (i only realised this today as they've pointed it out to me, so i had a look through my records).

I thought that that was it, until today.

I rang to get my MAC code and have now been told that i'm under a 12 month contract until May 2008 and that as a result i've been receiving discounted charges of 21.99.

I asked them to look through their records as they should have records on the account stating who processed my cancellation. However, whilst on hold, the phone went dead as it hit the 9pm cut off for that department.

I have since rung back to a general accounts department, but the questions i have seem to be outside the capabilities of the Indian call centres somewhat scripted answers, and none seemed to grasp the concept of what i'm claiming. I've been with BT broadband for nearly 5 years, and all they kept reiterating was that i needed to cancel within 7 days of my broadband being activated. I gave up.

So what can i do. I don't know where i stand legally, but isn't the seven day cooling off period a legal obligation BT are obliged to honour?

Any help appreciated on what to do next.

Many thanks

Drunkstar

You need to talk to the COT (retentions dept), ring BT and whoever answers ask to talk to Customer Options. Explain the situation and they will get the call listened to when you rang in to cancel because if the box/router was cancelled that call will be recorder and so you have proof. If on the other hand the box just wasnt delivered or was cancelled without a call due to error the call wont exist (obviously) as a recording in the systems and BT will have no proof you cancelled. If that is the case then you will probably be held to the term (that will be investigated by the BB service team).

SparciaM

First thing to do is cancel your Direct Debit, then that'll get them wondering what is going on.

STOP paying them money and let them sort it out. If they have no record of the call, bluff and say that you recorded the call and see what they say. Explain that you cancelled the direct debit under the direct debit guarantee as the money they're claiming is in breach of what was agreed back in May.

Contact your bank and advise them NOT to set up any direct debits to BT WITHOUT your authorisation.

BT are one of the worst companies to deal with in respect of customer service, contractual agreements etc As they used to have a monopoly and feel they can treat customers terribly because of this.

Finally, if still no joy site the Sale of Goods Act of 1979 which states that you must be given a satisfactory service or goods or you're entitled to a refund or replacement. Then explain you wish to complain to their head office and to OFCOM (they have to pay for every complaint to OFCOM).

and now fnally, under Data Protection (and a subject access request) ask to see ALL notes and details on yourself on their files - Which they HAVE to give to you for a max fee of £10.

Then you should be fine

Drunkstar

SparciaM, that advice could land the OP in deep problems.

SparciaM

Don't let BT push you around. You have rights and as a consumer have more rights than BT may want you to believe.

I always cancel DDs to get things sorted. A company will still take money out even if they're investigating etc and u lose interest and money. Stop DD call up, speak to management and don't let them get away with stuff like this. I had to wait 6 months for a refund that was agreed on a call, but as they didn't record the call they said I was lying. So I told them I had recorded the call and would use against them in a complaint and oh the next day the refund was being processed.!!!!! Need I say more!!!

Drunkstar

And if he is wrong then he is screwed and owes a load of money. Better safe than sorry IMO.

SparciaM

If he canx during the 7 day cooling period then he is correct. He said he did, so BT are in the wrong. The consumer is always right or so they say.

The consumers says he canx as according to their contracts so he should kick up as much fuss as can. BT will then have to PROVE that he is lying.

Drunkstar

SparciaM wrote: »

If he canx during the 7 day cooling period then he is correct. He said he did, so BT are in the wrong. The consumer is always right or so they say.

The consumers says he canx as according to their contracts so he should kick up as much fuss as can. BT will then have to PROVE that he is lying.

Wrong on so many counts.

1) the customer is NOT always right, in fact its one of the most inanane statements of the last 100 years.

2) BT dont have to prove he is lying, as if there is no record of him ringing in then how can anythign be proved? It just wouldnt be possible, on the other hand if there WAS a record then great. Do you have any idea how many people will say 'oh yes I rang in to cancel, you just havent recorded it'? Not that I am saying he is lying, far from as I think doobs sounds genuine. But look at it from an overall POV of a buisness.
Fact is that IF there is no proof as to his statments on his account then by stopping his DD he could have a large bill due. Plus he would go from monthly to quarterly billing.

The sensible thing would be to get the call investigated for him and so have it all sorted without messing about with the billing as well.

djohn2002uk

SparciaM wrote: »

First thing to do is cancel your Direct Debit, then that'll get them wondering what is going on.

STOP paying them money and let them sort it out.

What stupid advice. The next thing he gets is the threat of being referred to a collection agency and an entry put on his credit rating.

Doobdonk

Hi,

Thanks for advice, after a couple of days of attemped phone calls i got through to a guy that was able to look deeper into my account and found reference to a call i made to cancel. It seems that when the cancellation was processed the items that were going to be sent were cancelled, but the reduced payment was left on the system along with the contract. Apparently this was something only a manager could have done.

Anyway, long and short of it, having then spoken to his manager he was able to go in and remove my contract and issue me with a MAC code. He did make one last attempt to offer me a 6 month reduced payment to 14.99 a month, which was tempting, but i'd lost confidence in their systems.

Drunkstar

Glad its sorted. Like I said, if the evidence is there then it would be easily dealt with.