Business contract without consent

[Ljones96]

Hi!

Wondering if anyone has had a similar situation.

Someone from BT tried to contact us to sell an “upgrade” for an existing broadband at one of our addresses, they didn't manage to get hold of us because we refuse to speak to anyone from any call centre after our previous issues with BT. 

They then placed a new order for some sort of upgrade without our permission. I contacted the complaints department and was contacted by someone who said they’d need to investigate. 

After investigating, BT found that we definitely hadn’t agreed to anything and someone from a call centre called to say that the order that was wrongly placed by BT on the 6th of August and that this would be cancelled without charge. Next day the broadband and landline at this address was completely cut off. I emailed to explain that this shouldn't have happened as I had already explained on the phone that the only thing that needed to be done was to cancel the order BT had placed without even talking to us. 

I received another phone call from a BT call centre explaining that they would re activate the Broadband at this address, I explained that we don’t want them to do this as they’ve already breached the contract by cutting off the broadband without warning, without our consent and without any reason. 

I’ve chased the complaints team via email but I keep getting passed on to a call centre where they don’t listen and don’t do anything to actually resolve the issue.

So now we have a new “upgrade” that they’ve set up costing over £75 per month for 2 years, a £100 line cancellation charge for a line we didn’t tell them to cancel and an engineer appointment booked for this week for a broadband we don’t want to be installed. 

This situation has baffled me because I’ve only just resolved a 2 year long complaints procedure with BT, that complaint was resolved after I was finally passed on to the chairman’s office and they ended up owing us over £4,000. 

Thanks!

[mary53deaver]

This isn't just a similar situation, it's a series of major failures on BT's part. It's clear that multiple departments have mishandled your account, from placing an unauthorized order to wrongfully cutting off your service and then trying to push through a new, unwanted contract. The fact that this is happening so soon after you resolved a prior, long-standing issue with them adds another layer of absurdity to the situation. At this point, you're dealing with a breach of contract and what appears to be a systemic issue within their customer service and sales processes. You've done everything right by documenting the process and trying to work through the complaints procedure, but it's clear their standard channels aren't working.

[Ljones96]

It's awful isn't it, it was a case of breaching the contract last time too and I spent nearly 2 years backwards and forward before I finally received the £4,000 back as credit on our account. The fact that they've set up the contract without our consent is baffling, is that even legal? 

They've actually set up this new contract for 36 months and have sent an email saying that the order is complete despite me telling them repeatedly that it's completely incorrect.

I've said that I will only communicate via email so that I have everything in writing but now I'm being completely ignored or I just get passed on to a call centre outside of the UK.

Do you have any ideas what I can do?

Thank you.