Contract Miss-sold, billing incorrect, refused escalation by call centre

Envirotech — Sun, 13 Jul 2025 18:11:55 GMT

I have an issue with my account, we are BB only

"BT" rang- I was told I would get an speed upgrade on my BB at the same cost as I was on until the end of my existing contract in Jan 2026. Sounded great, faster speed, no additional cost, no additional contract- lets go
I was “upgraded” but my exisitng contract was just cancelled and reinstated on the same line speed, same package, but the monthly charges doubled !!
I queried this and was told it was a mistake on the order and was changed to a higher speed, and told the invoice would be credited for the overcharge.
I got an invoice, with a couple of days credit note, but have to pay the higher amount for the rest of the quater and then claim it back in 3 months when a credit note will be applied. I have paid what was due (the lower correct amount) but am being chased for the additional payment with a threat of disconnection for none payment when the billing is incorrect.
The BB speed is no faster than before, it is 50% of the higher speed it should be.
I am now told the contract is for 60months, not running to the end of Jan 2026 originally as agreed but now its 2030!.

I requested a reversion to the original contract under Distance Selling Regulations, within 14 days, but the agents all refuse to accept this is a thing. They will not revert my query to a manager. I actually struggle to hear what the call centre people are saying, they have a very thick Indian accent and I am slightly deaf.

I went onto chat for 45mins and was disconnected as it was "30mins after the call centre closes". I did manage to get in writing i wanted a contract reversion under distance selling, and got a copy of the chat as evidence.

I was told the billing, contract and BB speed are all "seperate" issues and a ticket has to be raised for each one seperately. They can not deal with more than one problem at once.

I wrote to BT customer care, 3 weeks ago, asking for a call back from a UK call centre so i can understand what it being said, nothing heard.

BT customer service has been very poor. They dont know their products, can not deal with issues, miss-sell and dont respond.

I would very much like to refer it to the obmudsmen, but have another 3 weeks to wait to get to the 8 week reference period without a deadlock letter, but BT wont respond and give me one.!

Please help.

Re: Contract Miss-sold, billing incorrect, refused escalation by call centre

BethM — Mon, 14 Jul 2025 11:31:36 GMT

Hi Envriotech

I'm sorry to hear about this, can you please send over a private message with some account details so I can look into this for you?

topic Re: Contract Miss-sold, billing incorrect, refused escalation by call centre in Broadband

Contract Miss-sold, billing incorrect, refused escalation by call centre

Re: Contract Miss-sold, billing incorrect, refused escalation by call centre