Sainsburys voucher none payment

Quite surprised to see how many other people are having/or have had problems (shouldnt be suprised really)
I singned up to move fromm EE to BT infinity on 21st Nov 2014 and at the time the Sainsburys voucher was valued at £100. this was one of the contributing factors that led me to choose BT.
All of the criteria was met,
1. I was anew customer to BT
2. I used BT. com to apply for it
3. I applied for BT Ininity
I was given a service start date of 5th Dec 14, however that day came and went and was not activated, after contacting them and been told to wait a little longer, this carried on until 15th Dec when I was told during one of my many phone calls to customer services that they are unable to take over the EE line for some reason or other and that it would be quicker to put me in a second line and sort out the other one later.
The agent told me that the other order would be cancelled and that he would re-order for me, this was done and my service went live on 21st Dec 2014 so I then applied for the Voucher only to be told that I did not meet all of the criteria for a voucher (not sure which one)
I emailed them back explaining that they had canceled my order and replaced it when i spoke with them on the phone only to be told again that I do not meet all of the criteria required (still not sure which one)
Very disapointed with BT over this, seems they will use any excuse possible to get out of paying what they offer.
I am now looking to see if I can leave BT without having to pay, as I feel they have failed their side of the contract I took up with them.
Any help on this matter would be appreciated.
Solved!
Go to Solution.

Hi tbjay,
Thanks for taking the time to chat with me again today.
Apologies for the mix up receiving the voucher but the main thing is you've received it now.
The problem was due to you having to cancel your original order and when my colleagues were looking at this, they were doing it on the basis of the new order placed and that's why they were saying you weren't eligible.
Whenever I picked up your case, I went to them providing the original order reference from the order you placed online and told them to make their decision based on those details. It's great to see from following up today that they've sent the voucher out now and that you've received it.
All the best,
Robbie
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 :-)
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