conned into fibre optic

[evie3312]

Hi, I am new to this so not sure what to do.    My husband, who knows nothing about broadband, was  called by bt last July at my daughter's house, where we run a small business from, to say there was a lot of problems in the area with the broadband and would he like fibre optic. He asked if it would cost him anything (bearing in mind we dont use broadband from my daughter's and only my granddaughter uses it and my daughter had already sorted out a package for £60 a quarter and didnt want to pay anymore) they said no it was free.  I have just taken over the accounts and joined online banking for our business and noticed that they have been taking an extra £60 quarter for fibre optic.  We have rang and complained,as we had nothing in writing or email and there was no recording of the conversation.   Is there anything we can do, Please.  We are semi retired and really cannot afford this extra money.   Any help would be appreciated.  Many thanks

[Burkem5]

Hi @evie3312 

There are always recourses for this sort of situation,   first off i reccomend you contact us and tell us that you want to raise a mis-sale, 

I myself work in the technical team and am able to raise these, so do not allow the agent to pass you to sales (Tell them that you want to raise a mis-sale through our Issue Management Portal.

The best way to do this would be to contact us in wrinting either via our email or livechat team,  you can reach them here

This can take a bit of time to go through but it will ensure that the manager of the agent who has told you this will pick up your issue

I hope this helps

Burkem5

[evie3312]

Hi,  Many thanks for your reply.   Will try this.

[evie3312]

Hi,  I have sent 2 emails regarding this issue. The first sent me a reference number and confirmed twice that they would be in contact, whic never happened, so I sent another email and was given another ref number with the same statement and as of yet, I still haven't had a response.  The first was confirmed on the 26/6/14  and second on 2/07/14.   Both times they have said they will get back to us.  Please can you help me with what to do next.

Regards

yvonne Young