This started on the 1st September at around 12-100pm when I rang the customer service line to enquire how much Bt broadband would cost, I was told the price and when I enquired when our contract was up with BT for the phone I was told 14th September.
This made me then look around and compare Broadband and phone deals to suit our need. I found a package with Virgin, so later that night around 6.30pm I rang back to BT on the cancellations line to cancel the contract for our phone again when I asked when our contract was up I was told the 14th September, so I went ahead with the cancellation (or so i thought) the person I spoke to gave me a cancellation ref number.
So it thought that’s that done so then went on line to order our Virgin package, then on Saturday the 5th September we received a letter for BT something to do with BT friends and family mobile saying that out contract ended on the 2nd December! Very strange since I had been told verbally on 2 occasions that our contract ended on the 14th September?
I then rang the cancellation line yet again (I think this time I got India which I wasn’t too please about) and trying to explain to the man who answered (which was a difficult task) I was told that no cancellation had been done and the ref number I had been given meant nothing. He did promise me that he would get the person who gave me the ref no or her manager to ring me back in the next 24-48 hours. However this never happened, this conversation with India took place on the 5th September at around 4.30pm.
So with no phone back I rang yet again to the cancellation line on Monday 7th September at around 6.30pm, this time a got a gentleman from Newcastle, she said that if he did the cancellation he would have to charge us as we were still in contract (very strange as we have been told more than once that our contract ended on the 14th September).
And he would get one of the complaint team to ring us back in the next 5 days, so here we are 5 days later with no contact what so ever form the complaints team, we have a answer phone at home so even if someone would have tried to ring and there was no one home they could have left us a message, so in despair I have had to email my complaint through because it seems to me that everyone I speak too when I ring in ignores what I have to say. We are having our Virgin package installed on the 26th September so would like this matter with BT sorting out before then.
I expect to hear from you soon.
Steven and Deborah Hague