A BT customer was trying to get £130 cashback on their £20 per month TV Entertainment, Broadband and Calls package with free BT Vision+ box but at the end of the order it charged £90 for the BT Vision box which should be free. Has anyone else experienced this?
Dear BT Complaints,
I’ve just tried to place an order worth £490 on your website but the ordering process is faulty and I was unable to place my order. I was trying to order the £20 per month TV Entertainment, Broadband and Calls package with free BT Vision+ box.
When you get to about the third stage of the order it says it has added a BT Vision box to your order at a cost of £90 but this should free. It says on the first page that the box is free, so why isn’t this confirmed when you come to place the order and it tries to charge you £90?
I was also placing my order via the topcashback referral site and should have received £130 cashback for my order, so I don’t wish to place my order via phone or any other method, as I would lose that incentive.
I then tried to find the customer service phone number during the order process, but there was none and in the end I had to Google this, which gave me the BT number 0800 900 800 and this is an official BT line but when it comes to putting you through to a customer service adviser it cuts you off, saying “the number you have dialled is not recognised”….but it’s just put you through 3 options to get to this point….Very frustrating.
At the moment I am tempted to cancel my effort to rejoin BT after 5 years (I left last time because of poor customer service).
Please inform me that this won’t be necessary and you are capable of delivering the service you promise on your website and advertise in the newspapers.