You may wonder why I even bothered taking on BT, one of the country's largest companies, over £30. Simple. I will not be screwed over by these large utilities who think they can do whatever they want. £30 TO STOP SUPPLYING A SERVICE? @Ofcom, are you happy with that? I want to know how it costs £30 to not supply broadband. Bullshit! It is a punishment, plain and simple. I will not put up with this crap.
What is more, Warren Buckley's arrogance annoyed me. So, he's CEO of BT. Big woop! That don't impress Marky one little bit. He'd do well to offer me a job after today.
That said, this isn't about gloating. It is about injustice and how big companies use these tactics to intimidate their customers. How many people would have NOT done what I did? How many would have paid £77.50 because they don't want to fight/don't know how to fight or, think there is no way they can win against a company like BT?
I'm under no illusion as to why I have been successful in my battle. I knew what the outcome would be when I started. BT were never going to win because they were wrong and I would never have given up. There is no way that they could win against my argument of them ripping off a 79 year old man, who has been a customer for 45 years. They never stood a chance. But, I knew that.
So, TV Licensing, how you liking your chances now?
firstname.lastname@example.org 14:20 (22 minutes ago)
Thank you very much for your email to Warren, I’m sorry you and your Father feel so let down by us and I can completely understand your shock at being told about cancellation charges for the broadband service, especially if you weren’t aware of a new contract.
I’ve checked the account and on receipt of your father’s letter in June this year; he was given a discount of £10.85 per month; giving him broadband Option 3 and Evening and Weekend calls for £13.25 per month plus line rental on the basis of a new 12 month contract which started 20 June this year.
My colleague has noted on 20 June that he spoke to you or your father and agreed the new price while at the same time agreed to reduce the monthly direct debit amount. We also sent emails to your father about the changes but I’ve had a look at them and I’m concerned that they don’t clearly indicate a new price or new contract.
What I’ve done
On this basis, I’m happy to arrange cancellation of the broadband without enforcing any penalty.
Normally there is a separate £30 broadband cease charge. This is an industry standard charge and it applies when broadband is cancelled, whether or not it is in contract. This is a portion of the charge raised to us by our suppliers for the engineering work needed to remove broadband from a line. The only time this doesn’t apply is if broadband is transferred to another supplier on the same line using a MAC code.
To say sorry for the upset caused, I’ve arranged to waive this £30 fee as well.
What happens next
Broadband will be cancelled in 30 days; that’s the notice period required to cancel. On the next bill, due 25 February, your father will see a refund of the charges in advance for the broadband and calls package at £13.25 from 4 January- 25 February and he’ll be charged for line rental only from that date. I’ve been able to get Unlimited Evening and Weekend calls at no extra cost for him so from 4 January he’ll pay £14.60 per month (changing to £15.45 5 January) and this covers line rental and Unlimited Evening and Weekend calls, the same calling plan he has now.
Thank you very much for getting in touch and for giving me the chance to put this right for you. If there’s anything else I can do for you please don’t hesitate to contact me and I’ll be delighted to help.
Getting in touch with me
You can reach me by email or on my direct number 01977 596 877. If I’m not around when you call please leave me a voicemail and I’ll call you back as soon as I’m free. If I don’t hear from you by Friday 7 December I’ll take it that everything’s ok and close your complaint.
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When your complaint is closed you might get a survey emailed you a few days later. I'd really appreciate it if you could take a few minutes to fill it out for me. The feedback you provide will be passed to my manager as all the questions are about me personally and what I've done for you. There's also a section at the end which allows you to I’ve feedback on BT in general.
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