BT mis-selling deal £23.60

Question

To whom it may concern.
I've just spent 75 minutes on the phone, 60 of them on hold. I've spent a lot of hours already on this and I have only just 'joined' BT! Previously, my internet experience had been a happy one.
I was contacted by BT and I agreed to a package of unlimited broadband and anytime calls and line rental for £23.60. It was the only deal that I had heard of in the 9 years i had been with my old ISP that persuaded me to change ISP's.
Turns out  what I had agreed to is not what is appearing on my bill, Option 1 is on my bill with it's 10gb limit. I specifically said to the guy on the phone that I did not want a 10gb limit. He said there was no limit whatsoever. When I questioned how they (BT) could do it at that price, he responded 'BT own the lines'.
I have tried contacting BT 5 times now. I need to know in writing that this will be rectified. I would not have changed ISP's if it was a 10gb limit. I am now unable to rejoin my old ISP. The 9 years of loyalty and the benefits I had accrued with my old ISP are now gone. Thanks to BT I am more than disappointed.
I've looked up mis-selling and it appears BT have been practising it for a while. I feel so stupid for accepting what a person from BT said on the phone. But then again, sat in my front room in the evening I don't expect anyone to rip me off, especially not by someone who can have access to my phone number as this chap from BT did (and still has).
I've been lied to and made to feel like I have done something wrong. It's not fair. I didn't agree to the contract that i have been given. I agreed to unlimited broadband, anytime calls and line rental for £23.60 a month, with no hidden charges.
I repeatedly asked the man who phoned what the catch was, how could BT do it for the price, that the reason i hadn't gone with BT before was the 10gb usage cap, he replied that there was no catch, BT owned the lines , there was no limit and I could use it 'as much as you like'.
I have been advised to put my complaint in writing so that is what I am doing. I did speak to someone on Saturday who sounded convincing, but i have no proof of that call and have heard nothing since.
Hope there is someone who can help and advise me on the correct procedure, maybe even get the matter resolved without resorting to a deadlock letter and OFCOM or whatever the ombudsmen are called. I really didn't want this hassle.
Thanks in advance.
Mike (duped)

Answer 1

To know one at BT, but to anyone contemplating making the mistake of joing them - DON'T !!!!!
Oh Dear this all sounds horribly familiar. I was misold a package for unlimited broadband, anytime calls and line rental. I was quoted £26.80 by the salesman and in celebration of my new found deal, I wrote a post it note with the amount in big red numbers in felt tip pen, with a smiley face next to it and stuck it to the front of my Mac. This was to indicate what a result I had just had and to remind myself to adjust my monthly outgoings on my excel spreadsheet. 
When my bill came, it was more or less the same as my previous bill and I was somewhat confused. I actually thought that BT had made a mistake and had not yet changed my contract over to the new one. I made the kind of confused face one of my dogs does (the less intelligent one) when he gets told off for being a bull in a china shop, by bashing into my lower leg and cutting me off at the knees. Oh yes, speaking of being cut off, I also had the pleasure of having the phone put down on me by a 'customer services' person the first time I tried to complain, after being on the phone for what seemed like an eternity. I should have realised that this was a taste of things to come. 
To cut a long and tedious story short, a lady called me, told me there was no evidence of miselling after listening to a small section of the conversation. I suggested she listened to it in its entirety. She called me back and said that she had done so, but quite frankly she could have been having a cup of tea and a kit-kat at her desk browsing the net for all I know and on calling me back told me what I already knew she was going to tell me. 
Im not going to bother to tell you what I said to the BT representative, because anyone with half a brain cell would have mentioned the same obvious things such as:
1.Why would I take out a contract that I was happy with and then wake up one day and say to myself "I feel like not being happy with my BT contract today, even though Im happy with it and although Ive got mountains of seriously difficult studying to do, Ill waste my time and call them and complain"
2.With regards to which party has anything to gain or who is more likey to indulge in miselling, it is a company providing a service which the customer is paying for and not the customer, who is paying for that service. The customer loses out, no one else.
LACK OF IMAGINATION
Why would you treat your customers like this for the sake of grabbing an extra 12 months out of them, only to lose their custom for the rest of their lives, while they make it their mission in life to tell every single person they can, that BT is untrustworthy and greedy. 
BT (this bits for you) - have some humillity, be less greedy and stop behaving like a bank, because believe me, you will lose A LOT of custom and if another provider has the foresight to stop this practice of locking customers into contracts by the end of the telephone call, with no way of changing their minds AND making contracts shorter and more flexible, which has now happened with the mobile phone market, you will see a massive exodus of customers like you have never seen before.
So, I am locked in with BT for another 12 months - what joy. I will have to put up with BTs greedmongering until next year, but at least I know I am honest and straight and that when I do my job, I actually help people, rather than rob them.