BT - Placed Order on my Behalf??

whiting2406

I had a contract with BT for TV and Broadband.

I was just checking my bank statements for the last 2 months and noticed my last 2 bills from BT have been way more than what i usually pay.

My BT contract for phone and broadband expired a couple of months ago and i didnt realise (i know i should have been more organised with this). 

I dont monitor my email account that i used to sign up a couple of years ago very often so i went on to check my emails to see if BT had sent me any information on this.

I had no email from BT saying the contract expired or was about to expire with any kind of renewal or offer for a new contract. So no price was offered to me at all.

But, I had an order confirmation email (about 2 months ago) for a package i never would have agreed to (its very expensive and has things on it i dont need or want).

I did not place this order and have no idea why it has been taken out on my account.

So, i phone BT and explained that i have not agreed to this contract and i havent submitted that order online.

The agent wont accept that and is telling me im in a contract (and past the cancellation period) so if i want to cancel, will have to pay a BIG cancellation fee. Or, switch to another service (but there offer is still very expensive and i dont want to do that).

Im furious and i know as a matter of fact i did not and would never have submitted that order. 

I tried logging in to my account on BT, and i got a notice saying 'We have strong reason to belive your BT ID and password details are no longer secure, so we've taken immediate action to protect your account'.

so i mentioned this and the agent said 'your account may have been hacked' BUT - is hiding behind terms and saying 'Well you're in a contract and theres nothing i can do about it'.

From my point of view, im not in a contract as i did not place that order and know for sur ei never would have agreed to that price.

I have asked a manger to call me back but havent heard anything for 2 days.

Where do i stand with this?

Thank in Advance

Jack

400ixl

You need to not use the term your contract expired, that is not the truth, your minimum term at an agreed price has concluded and you would then have been put onto a rolling contract at the full price. So I would have expected to see a considerable increase in you monthly bill.

Saying that if you are now on another minimum term contract that you did not agree to then that is very odd. Although if there was confirmation of that sent to you 2 months ago, it is not their fault if you do not monitor the email and therefore cancelled the error.

Is there any clue in the email as to how the contract was taken out and the duration of it? Or was it just the rolling onto the standard monthly contract email?

If the contract was taken out online, they may have logged the IP that came from at the time, or if via a call centre what number called.

All you can do really is lodge a formal complaint and go through that process to start with. Maybe submit a SAR request to get all of the information they have on you.

whiting2406

Thanks, BT are saying the new contract was placed online

But i know for sure i did not do this (wasnt even my original had expired...)

I will have to request the SAR like you say, can i ask what is a SAR and do i request that informtion from BT direct?

Who would you suggest i formally complain to, BT or an independant complaints body?

400ixl said:

You need to not use the term your contract expired, that is not the truth, your minimum term at an agreed price has concluded and you would then have been put onto a rolling contract at the full price. So I would have expected to see a considerable increase in you monthly bill.

Saying that if you are now on another minimum term contract that you did not agree to then that is very odd. Although if there was confirmation of that sent to you 2 months ago, it is not their fault if you do not monitor the email and therefore cancelled the error.

Is there any clue in the email as to how the contract was taken out and the duration of it? Or was it just the rolling onto the standard monthly contract email?

If the contract was taken out online, they may have logged the IP that came from at the time, or if via a call centre what number called.

All you can do really is lodge a formal complaint and go through that process to start with. Maybe submit a SAR request to get all of the information they have on you.

southsidergs

Check the privacy section link on the bottom of every page on the BT website, has a link to it.

I do hope you've changed your password & set up 2 factor authentication on your login too since it wasn't placed by you