Billed for something we didn't order and lied to.

Question

I've had my fair share of issues in the past with BT and so its no surprise I'm having problems yet again.
I'll split this into 2 issues relevant to billing etc.
#1
The first is the issue of BT Sport HD.
I never ordered this service. Why would I? - There is no television box in the house that is HD compatible.. so it would be illogical to order something that we can't possibly recieved. What I think may have happened is that when our contract was renewed someone from BT must have selected the HD option aswell, however as I can only access my bills to a certain point I cannot even look at this possibility.
And yet I'm being told by some unhelpful member of BT staff that it doesn't matter if I ordered it or not or whether I can actually use it - if its on the Bill and they are 'providing' it they can charge for it. They also argued that why didn't we cancel it when we saw it on our bill. The simple answer is that because it was only a £3 charge we didn't notice the abnormality to the bill and it was only in december when I was checking through the details of one bill that it was noticed. At that point I emailed BT to ask for it to be cancelled and I expected that to be the end of it.... however 6 months later this is clearly not the case.
#2 - lied to.
The second issue is that of a missed engineers appointment in December 2014. At the time I was annoyed about them missing the appointment and fairly asked for compensation; however I was told at the time that the only thing they could do was re-arrange the appointment and that compensation was not an option.
However I have subsequently found out that this was infact a lie and that the customer service guarentee explicitly states if an appointment is missed that we are able to claim... however I'm now being told there was a 120 day period by which I had to respond.... classic BT.
It is safe to say we are not happy bunnies, and that the treatment we have recieved is appalling. I have had past experience with the Mods on these forums, so I'm once again turning to them for help as they seem to be alot better than the people on the telephones.

Answer 1

Hi Alex2k13,
Thanks for your post and welcome back!
Sorry that the BT Sport HD pack has been added to your account without your consent and that you feel your were lied to when trying to seek compensation for the missed engineer's appointment in December.
Under the guidelines of the customer service guarantee scheme (CSGS), you're entitled to £10 per missed appointment.  You can view more info about CSGS here - Customer service guarantee scheme
I can help sort everything out from here.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
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