I have a business which I pay BT for my telephone and internet service. I had a featureline compact set up with my telephone and internet charges all on the onebill. I came to the end of my contract and realised that I could get a cheaper option by going to Talk Talk. I rang up BT to discuss me leaving and they offered me a better deal. This was to downgrade the line off the featureline to a standard line (I believe its called a PSTN line)
In discussing the changes that would occur with the BT customer options specialist I was told that my rental would be reduced on both my telephone line and my broadband line whilst keeping some free landline minutes etc. The only thing would be that it would generate a new contract of 2 years with BT. I was all fine with this, seemed like I was getting the same service but a bit cheaper on the rental. In the telephone conversation and subsequent emails to confirm all the agreement/contract there was NO mention of any one off charges that would be applied.
Upon receiving my next bill I was charged a total of £105 one off charges - £75 for 'Outright sale charge for BT business broadband product regrade charge' and £30 for 'Connection charge for Featureline Compact Conversion to PSTN.
In agreeing the new 2 year agreement with the Customer options specialist I was not informed of ANY one off charges that would be applied at all. I would have not gone ahead with the offer if I knew I had to pay this.
On ringing up to dispute these charges I was told that they would listen to my conversation with the Customer options specialist and see if I was informed. I would be contacted with an answer. I was not.
On ringing up a week later - because my internet had been cut off as the bill had not been paid.. I was told that the results of listening to the conversation was not known but regardless of that the one off charges still apply and the only way to get rid of them and to get my internet back up and running is by upgrading back to a featureline - that i wanted to get out of initially! I refused to upgrade but had to pay the original bill (along with the one off charges of £105) in order to get my internet up and running again - my internet shop business relies on it so I could not delay not having internet any longer so had to pay it. My internet was duly switched back on when I paid the bill.
Can you help, I do not see why when I was not informed of these charges at the time of taking out the contract that I should pay them - I agreed the new contract because it was going to save me money!
Regards
Rebecca
