Discovered my aged mum has been on non contract broadband and telephone charges for 1.5 years. No apparent communication to her and nothing on the bill to say. On questioning this, was initially told she had opted out of being told. Not true, she opted out of marketing, not contract status. Finally told the truth after being cut off and having to rejoin the que and be passed around. Was offered £10 then £20 compensation despite over charging more than £300. Complicated process of representing mum in the complaint as not with her physically that often. They did not send an authorisation email which would have allowed this. I accepted a new contract simply to avoid her anxiety (they changed the hub etc the week before and left her phones disconnected). The new contract was higher than new customer offers. So......awful service and expensive. I will be cancelling my bt in Nov.
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