Re: Contract renewal issues - being mis-sold by BT...

I recently moved house and decided to carry my bt infinity services over to my new address. A conversation with a BT telesales girl clearly informed that I would not be locked into a new contract, I even got her to repeat this.
She proceeded to convince me to accept a "free" BT HUB 5, whereby I'd only have to pay the delivery charge. Again, I asked her to confirm I wouldn't be tied into anything as I wanted to shop around.
After an appalling performance from BT whereby they **bleep**-up my house move (missed appointment & wrong number assignment) I decided to go elsewhere.
I now have a BILL from BT for £81.71 (contract) + £65 (HUB box). I was mis-sold a contract and the BT customer care team are unwilling to help.
Anyone got any ideas? I have missed the cooling off period of 14 days from placement of order, but I am within 14 days of the order being complete.
Thanks,
Tremayne

Hi tremayne77,
Thanks for posting. Sorry for any confusion with the contract terms etc. imjolly has made a good point. The bill does look low for any held to term charges. I can look into this for you. Drop me an email with the details. You’ll get the ‘contact us’ link in my profile.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Similar Messages

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Mis Sold - What Now???

Having signed up to BT Infinity 2 package with BT TV etc, I finally got my line connected on the 18th February. On signing up, I got notified I should expect 73.4mb down and 20mb up. Line got connected and couldnt get above 30 down and 4.5 up. Rang BT and got told initially "tough, thats good speeds for your line". When I kicked off they finally agreed I should have an Openreach Engineer to visit - free this time because I am still a new customer, which was really good of them - and he has now told me that my line is maxxed out at the the heady speeds of 43.2 down and 13 up. To say I am p*ssed off with this is an understatement and I now want out of the contract due to misleading information at sign up and being mis sold the package.
To be told on the phone that although I was told that I would get 73.4/20 I cant complain because 43 is well within an acceptable range of the upper limit is an absolute joke. Dropping nearly 40% off my initial sign up speed?? Really???
So I want advice on what course take next - was told today by some cheeky BT Options CSA that "you are in a contract, so you will have to pay to get out of it" is not on. I am guessing raising a complaint with OFCOM is probably going to be the only way out of this.
Forgot to mention - at no point during the signup was I told I what range my speeds may be apart from the initial 73.4/20. If I had been told that I could maybe end up with only a max speed of 43, i would never have went ahead and would have went with the Virgin deal that was on offer.
Solved!
Go to Solution.

Complaining to Ofcom will do you no good. They do not deal with individual complaints. If you were wanting to complain you would need to go through the BT complaints procedure and after it has been exhausted you ask for a deadlock letter then take it to the ombudsman.
However rather than doing all that you would be better to try and get your problem resolved.
The speeds are sold as "up to" and not "as" or "guaranteed". You should be getting the speed between those shown in the Range A estimate, that is between 54Mbps and 73Mbps. As you are clearly not getting that it would appear there is still a problem with your connection.
The estimater takes into account your distance to the cabinet and would reflect this in the estimated speeds, Even if the line is 700 meters from the cabinet to your house you should still be getting better than what you are getting. See graph for a rough guide distance to speed.
While the engineer may have replaced the entire line from the cabinet to your house I have my doubts.
You need to contact BT again and inform them of this and don't be fobbed off with "that is as good as you'll get" or anything else.

Re: Contract Automatic Renewal Issues

Re auto renewal of contract.
I contacted BT around end of Feb 11 to advise that I wished to change supplier.
I was told I was under contract till some point in May and could not change till then.
It is now May and when the bill came in it prompted me to look at changing.
After contacting BT I was told that my contract was renewed for 12 months. I have spent a lot of time and wasted calls etc trying to sort this error and I am most unhappy with BT their service, response, attitude and the whole contactig process , (and cost).
I have decided to take my bussiness elsewhere, If BT offered a fully free service I would still chahge.
I totaly dispute this auto renewal.
1. this was not clearly explained at the point of sale, or I would have been aware of it.
2. When I told BT in Feb I wanted to move ,I should have been made aware rather than told , wait till may when contract is up.
3.I have had no letter 30 days prior to renewal explaining situation which I should have.
If these things had been done as they should have I would have acted on it, clearly I want to leave BT.
This matter has been refered to ofcom ref 1179422145.
I have been advised to request recording of original sales call as I belive I have been mis-sold.
This ACR was not clearly explained.
I have cancelled my direct debit as I have an outstanding bill for£171.99.
I do not want to pay in advance for services not required and do not want funds siphoned of to your blackmail fund for changing supplier.

Hi Kimc1999
Welcome to the forums.
Send us an email using the contact us address in my profile. You will find this address in the section about me.
This will present you with a form which will give us the information we need to assist you with this further.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Contract Renewal Question

Hey,
Currently, I'm on a family plan(5 people) and we're able to upgrade our phones and contracts in July. My family really wants to upgrade, they hate their phones, so it'll happen right around when it's available. The question arrives here however: I am interested in getting an iPhone and a refresh of it is probably a couple months out. If we upgrade, would I be able to defer my upgrade until the next one is released? Or would I need to do it at the time of the contract renewal?
Thanks.

Once your upgrade date occurs you can do so whenever you want. That being said, for whomever is the account owner, you only have 6 months from when you are eligible for a 2 year upgrade to use your last NE2 credit ($35 or $50) After 6 months, you still get two year pricing, but you will not receive the add'l credit.

Mail being mis-delivered?

I'm seeing a fair number of emails being delivered to accounts that they aren't directly addressed to, almost as if it was being mis-delivered. Of course, they have all be spam mails so it's not a major problem, just more of the "why is that happening, and can I eliminate it" issues.
First hunch is that email addresses have been BCC'd to the original and I'm seeing the result of that, but I don't know if there's any way to discern if that's the case from looking at anything in the headers or logs somewhere. The one consistent element that I've noticed is that all the mails are not addressed with a name preceding the address in the To: field, just "<[email protected]>"
Any input appreciated!
-Doug
Sample email header:
Return-Path: <[email protected]>
Received: from murder ([unix socket])
by server.mydomain.com (Cyrus v2.3.8-OS X Server 10.5: 9G7013y) with LMTPA;
Thu, 16 Dec 2010 11:43:59 -0800
X-Sieve: CMU Sieve 2.3
Received: from localhost (localhost [127.0.0.1])
by server.mydomain.com (Postfix) with ESMTP id 2CA1155AE78;
Thu, 16 Dec 2010 11:43:57 -0800 (PST)
X-Quarantine-ID: <fDHrH1xpu393>
X-Virus-Scanned: amavisd-new at mydomain.com
X-Spam-Flag: YES
X-Spam-Score: 17.833
X-Spam-Level: ***************
X-Spam-Status: Yes, score=17.833 tagged_above=2 required=6
tests=[BAYES_99=3.5, HTML_MESSAGE=0.001, RCVDIN_BL_SPAMCOPNET=1.96,
RCVDINPBL=0.905, RCVDINXBL=3.033, RDNS_NONE=0.1,
URIBLABSURBL=1.86, URIBLJPSURBL=1.501, URIBLOBSURBL=1.5,
URIBL_SBL=1.499, URIBLSCSURBL=0.474, URIBLWSSURBL=1.5]
Received: from server.mydomain.com ([127.0.0.1])
by localhost (server.mydomain.com [127.0.0.1]) (amavisd-new, port 10024)
with ESMTP id fDHrH1xpu393; Thu, 16 Dec 2010 11:43:56 -0800 (PST)
Received: from cbuwo (unknown [217.118.93.89])
by server.mydomain.com (Postfix) with ESMTP id A5E2755AE64;
Thu, 16 Dec 2010 11:43:52 -0800 (PST)
X-Sender: <[email protected]>
Date: Thu, 16 Dec 2010 13:36:23 -0700
MIME-Version: 1.0
Reply-To: "Janna Henriette" <[email protected]>
In-Reply-To: <e3b901cb9916$8479d1dd$56d1f2c7@koscb51>
Message-ID: <[email protected]>
To: <[email protected]>
Sender: <[email protected]>
Subject: *JUNK MAIL* What Else Do The Spammers Try to Sell??
From: "Janna Henriette" <[email protected]>
Content-Type: multipart/alternative;
boundary="----=Part_11585_0611B466499B.B7AECD1F"
User-Agent: Mozilla/5.038 (Windows; U; NT4.0; U; NT4.0; en-us) Gecko/25250101
Message was edited by: Douggo

In case someone else finds this and has the same question I had, it was accepting mail because I had ACL set up for mail in Server Admin. As the Mac server docs say, mail service uses ACL differently from any of the other services, and if you set up any ACL for mail, then the Mail tab in Workgroup Manager is effectively ignored.
Counterintuitively, setting the Mail ACL in Server Admin to 'Allow all users and groups' allows mail to not be allowed via the Workgroup manager.

Massive COMPLAINT: Mis-sold Infinity, cancelled bu...

Massive COMPLAINT: Mis-sold Infinity, cancelled but still billed, now no Broadband. Pitiful action by BT
My elderly mother was pressurized into buying BT Infinity in early July of this year (2013). I saw the error in this as she doesn't use broadband much, and she cancelled the order via the phone on 15 July.
However, a BT engineer did turn up at the home and she also received a hub in the post. She explained this to the customer services department and they sent an envelope to return the hub.
Subsequently, she has been charged for this and has received a bill and an automatic payment had been taken via direct debit.
Worryingly still her broadband is now not working since 27 July. Despite several calls to customer services, over 40 minutes in duration in some instances, and this has not been resolved. Despite promises for customer services to call back, nothing has been done to rectify this situation
I want you to look into this matter. Urgently.
I will copy in Ofcom and the ombudsman office as a matter of course

Hi there - welcome to the forum I'm sorry to hear of the problems you've had with your mother's account. If you click into my profile you should see a contact link to our webform under the "about me" section. If you fill this out with the relevant details of the account in question we'll check this out and get the issue sorted for you.
Dean
BTCare Community Mod
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Feel like I have been mis-sold. Can I cancel?

Hi,
I have recently moved house and was advised by BT that in order to get the phone-line set up to my house (it's a new build property), then I would also have to take out a BT calls package. I accepted this at the time as I needed a phone-line and with all the other pressures of moving house, disputing this with them was not my top priority. However, in hindsight, I think I have been forced into taking out a phone package with BT that I do not want.
Also, I have also signed up to BT Unlimited but was not made aware of the Traffic Management policy; either by the person I spoke to on the phone, nor have I been provided with any paperwork outlining any of the T&Cs. As such, this package is not suitable for my needs.
Am I in a position to be able to cancel my contract, as I feel like I have been mis-sold these products and have not been provided with adequate/the correct information by the Customer Services staff?

TomB360 wrote:
Hi,
I have recently moved house and was advised by BT that in order to get the phone-line set up to my house (it's a new build property), then I would also have to take out a BT calls package. I accepted this at the time as I needed a phone-line and with all the other pressures of moving house, disputing this with them was not my top priority. However, in hindsight, I think I have been forced into taking out a phone package with BT that I do not want.
Also, I have also signed up to BT Unlimited but was not made aware of the Traffic Management policy; either by the person I spoke to on the phone, nor have I been provided with any paperwork outlining any of the T&Cs. As such, this package is not suitable for my needs.
Am I in a position to be able to cancel my contract, as I feel like I have been mis-sold these products and have not been provided with adequate/the correct information by the Customer Services staff?
Off course you can, anyone can cancel a contract anytime they like.
I think your question should have been "Can I cancel my contract without having to pay cancellation charges." Thats debateable
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Mis-sold - bad cold call sale

Hi everyone.
I'm going through a long and painful process to try to sort out a package I have been mis-sold.
Someone from BT outbound cold called me and sold me a package of BB and BT Vision which was supposed to be as good value as my current Orange Broadband (EE) which I'd had for years (AND was very happy with!).
It turns out just about every element was wrong in terms of price, contract, performance etc. Complete load of lies told to me on the original call to get me to sign up. Now I'm trying to get what I was actually promised and it's taking an age!
I think I'm now on Level 3 escalation (whatever that means) and every time it takes the ususal '10 working days'!
Anyone else been a victim of this and managed to get what they were promised?
Advice appreciated - thanks!

Hi Nigelt,
Welcome to the forum. Please could you send me in your details using the "Contact Us" link found in my profile? I would like to take a look at the details of your complaint.
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Sub-Contracting material Issued to Vendor and balance to be Issud

Hi,
Sub-Contracting material Issued to Vendor and balance to be issued against the Sub-contracting Purchase Order.
Please suggest T.Code for the same. (Same Like ME2O, but PO number should be an input parameter)
For example I have Created PO with header Material for 1 quantity which having one child item and qty say 20 numbers, and issued child material to vendor 10 numbers (541) and balance is to be issued to vendor is 10 numbers, now I want a report which gives PO number, Header item with qty, total requirement of qty for the child item with line item number, issued child item with qty and balance to be issued child item with qty.
Thanks
Ramesh.G

Report MB51 is there. Here you have to input your Purchase order number and execute but, it will show only material issued to subcontractor through 541. It will not show the balance quantities.
And there is no such standard report which will show information how much issued to subcontractor and how much is balance based on Purchase order.
You can develop a z report with the help of abaper.

Need information about Contract Renewal type field

I have a requirement to get Contract Renewal Type field from CRM. I got to know that the technical field for Contract Renewal Type field is CRMD_CUSTOMER_H-ZZYARE . This field is of data type/length CHAR 1.
I need to get the text for the Renewal Types - for example, Auto Renewal, Periodic Renewal, Manual Renewal. There is no check table or value table or any value stored in domain level for the field ZZYARE..
Can you please let me know from which table and how can I get the text of Contract Renewal Types ?
And Also in which tab of t-code CRMD_ORDER, I can see this field ?
Thanks,
Papiya

Hi,
As the field is a Z field, it must be visible under Customer fields Tab at header level of the contract transaction.
Just check from which table the search help of this field is getting fetched.
Regards,
PP

BT Fibre - Mis Sold - Rip Off Product

BT Fibre - Mis Sold - Rip Off Product
We bought into the "Fibre" myth.
We are a rural location, so anything better than 2 Mbps is a bonus
PHONED BT sales, guaranteed 19Mbps download, so upgraded.
They installed, initially we had 29 Mbps, which we new would not last.
7 Weeks later we dropped to 19 Mbps
Then dropped to 12 Mbps
We have had several "engineers" test every thing, line, cabinet etc, etc, etc.
All tests prove our copper line to the "fibre" cabinet has no faults.
Engineers have tested from the main "In" socket to eliminate any problems within the property and can only get 12 Mbps now.
We now have 12 Mbps, but that is NOT the 19 Mbps we were promised on the phone by the BT sales person.
"Wholesale" have now informed us thats the best we can expect .......
Some points to consider:
1/ They now say its "up to 19 Mbps", what the heck does that mean?? (Its meant to be a 40 Mbps line) but due to distance, etc, etc, we can only get 12 Mbps now. (Even though we were getting 19 Mbps)
2/ 12 Mbps is not even close to the "Up to" 19 Mbps download
3/ "Up to" is the best excuse in the world, if I buy a car capable of 150 mph, and it does 80 mph, I do not buy ....
4/ The fact other ISP's quote "up to" is not a valid excuse for misselling
5/ Trying to find a valid number to explain/complain to is impossible
So bottom line is, we paid to upgrade, do not have the service guaranteed, cannot complain ........
Great ........ welcome to BT service
Beware

Not the ip address, I meant the IP profile that you can find out by running the speedtest at www.speedtest.btwholesale.com and choosing "Further Diagnostics"
If you found this post helpful, please click on the star on the left
If not, I'll try again

Automatic contract renewal

Hi Gurus
We have a scenarios in our business where we have 'ever green contracts' . Which means unless the client / customer cancels the contract, the contracts are automatically renewd. I would like to know how we can implement this. As of now, the contract profiles do not seem to have the auto contract renewals. Will this mean customization? I know this exists on sap real estate etc and I am surprised we can't have this in SD?
I would really appreciate if some one can provide some suggestions..
Thanks

Hi Jai
Do you have the possiblities to give some tips in the contracts renewal you have been doing. I am in the process to investigate the possiblities to have subscriptions in contracts and would like to have functionality like renewal.
Thanks in advance.
Peter Thede

Post Moved BT-Fibre-Mis-Sold-Rip-Off-Product

Moved to Infinity Board http://community.bt.com/t5/BT-Infinity/BT-Fibre-Mis-Sold-Rip-Off-Product/td-p/778516
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Not the ip address, I meant the IP profile that you can find out by running the speedtest at www.speedtest.btwholesale.com and choosing "Further Diagnostics"
If you found this post helpful, please click on the star on the left
If not, I'll try again

Have I been mis sold or am I missing something?

I'm confused. I called bt for a quote for phone tv and broadband. I was quoted for the tv essential package. I can't remember conversation but obviously I confirmed sport channels were included as this justifies the price in my eyes from leaving sky.
Fast forward and I have it all up and running but no sport. Called the other day, spoke to technician who said he couldn't activate it so he transferred me to another department. Lady told me she had ordered it and I'd get it on my tv within 48 hours. 4 days later I've no sport so called again. Again I'm told he can't activate it so transferred me to same department.
Now she has just told me that sport is not included on the tv in my package as I don't have infinity, only on the app. She said I have not been mis sold as I wasn't told I could get it on the tv. But how am I to know that I could only have it on the app, why wouldn't the guy say to me on the phone that I'd only get it on the app or website?? On the bt main page where you choose your package, it states that bt sport on bt tv is available as a bolt on. When you then click on start my order, it states that this bolt on is free.
This has now been referred to another department so they can listen to the original sales call. I've also asked them to listen to the call 4 days ago when the other bt woman told me she had activated the sports on my tele. I am very confused and wondering have I missed something very simple here or are they advertising it badly?

Hi Emilydel,
Welcome to the community forum. I can take a look at this for you. Please send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Re: Contract renewal issues - being mis-sold by BT...

Similar Messages

Maybe you are looking for