halp asap please

[nicolefrenzy]

I am so annoyed.I was out yesterday and when i got home my brother inlaw told me bt had been on the phone and that i owed them money .BT told him how much,when it had to be paid and so on.I thought they were not aloud to give that info away,am i correct?

 

I have had nothing but problems with bt.I was on a montly bill which they changed to 3 monthly without my knowledge,I had no internet or phone for 2 weeks as the hub was faulty took them over 2 weeks for me to get another.They have sent me 2 letters saying they had made a mistake on my bill and had over charged me.I just want an easy phone contract not all this hassle but i am stuck in contract for another 11 month and they want £299 to cancel.What can i do?

[nicolefrenzy]

woops sorry about the red/bold text,i posted this in the wrong forum so copied it and the key words have came up red

[buzby]

If you owe the money, why should they not be allowed to collect it? Check your bill to see what they say is owing. Quarterly billing is preferred by many - if this is the issue, call then and find out why and they might be able to reissue the bill on a monthly basis if their error.

[nicolefrenzy]

erm no actually i dont owe them any money.They keep making errors with my bills and they gave my personal info to sombody else, would of thought that was a breach of there own terms and conditions..I am sick to death of all the problems and want out of the contract

[nicolefrenzy]

buzby did i say anything about them not getting any money not sure what your talking about to be honest. Think you need to re read my first post

[Somebody Told Me]

Have you seen the advice provided in your thread here http://www.consumeractiongroup.co.uk/forum/broadband-other-internet-issues/258377-help-asap-bt-my.html?

 

Follow that and keep us informed of your progress.

[nicolefrenzy]

Thank you Somebody Told Me great advice from you will defo keep everybody informed.

[buzby]

buzby did i say anything about them not getting any money not sure what your talking about to be honest. Think you need to re read my first post

 

I did, but I'm not clairvoyant. BT send you bills to tell you you owe them money, as you are a customer of theirs, it is reasonablew to assume that as a customer if they call and say you owe them, there will be money outstanding.

 

Neither have you explained how they have out your details or to whom, and finally, you cannot 'get out of your contract' for the reasons you state.

[nicolefrenzy]

your ever so helpful....i did not owe them money they made errors on my bill then cut me off saying i owed them money when i did not.They phoned my house when i was not in and spoke to my brother inlaw telling him i owed money,how much,when it had to be paid and so on. They are supposed to speak to the account holder only and go through security questions before they go into details about my account.So yes i do believe i have grounds to end the contract .

and by the way they did reconnect my phone line as i DID NOT OWE THEM ANYTHING..

[Somebody Told Me]

Thank you Somebody Told Me great advice from you will defo keep everybody informed.

 

No worries.

 

Good luck with getting this sorted out.

[buzby]

So yes i do believe i have grounds to end the contract

The grounds for termination are in the contract, so you cannot arbitrarily decide that you'll terminate simply 'because they did something wrong'. By all means, you can ask - but if they do not agree, you're not much further forward.

 

There's not much point beating yourself up over this - since you were not party to the call you cannot for certain say what transpired, BT could have asked 'are oyu the bill payer' amd if your brother agreed, they did nothing wrong. This isn't a defence of them, I left due to their apalling CS - but you cannot invent reasons to leave, and expect them to work.

[nicolefrenzy]

They have to ask security questions before they disclose anything at all.They have have broken their terms and conditions by giving out personal information (which by the way they have admitted and said sorry) a company is not allowed to give personal info to others without the account holders say so.I am not staying with a company i cannot trust.And as for inventing reasons i have a list as long as my arm for reasons which i explained in my first post...

buzby i really do not need your unhelpful advice.I will be speaking to CAB on monday and any other company that will listen to get advice.

[buzby]

You talk about their 'terms and conditions' - have you read them, or are you making them up in your mind?

 

They may have admitted to an error and apologised, sure - but nothing to do with their T&C. If there was any breach, it would be against the Data Protection Act. So to progress this, you complain to the ICO under the data protection provisions, not faff around with CAB, who whilst well-meaning, are a waste of space.

 

I don't trust BT either, but this does not provide you with a right to terminate - and the only entity who agree to this will be the company you dislike so much.

 

This forum is not a place to get support for unreasonable and flawed action plans. The fact you view it as 'unhelpful' means you're not getting the answers YOU want to hear. A shame, but you''re not going to get the result you seek simply by requesting it - as if you want out from your contract, you serve your notice and leave, paying any agreed additional redemption fees.

 

There's no 'free pass' unless they agree to provide it. It's called a 'waiver'. If you think CAB or Trading Standards will do anything for you (other than making soothing noises and tut-tutting at your side of the story) they'll not be minded to do much else.

 

But I'm prepared to be surprised, as you'll be the first I've heard of, if they do. Let us know how you get on.

[buzby]

Suits me. I hope they teach you a lesson in commerce you won't forget.

[nicolefrenzy]

yes well get off your high horse.I only asked a question which began with "what can i do" and i also think if your were paying for a service which half the time you are not getting you would want to run a mile too.

[dragonkeeper]

:-| Hi all

Sadly reading the to's & fro's, when day turns to night and back to day time, the only people that can sought this particular item out is :-

1. nicolefrenzy

2. BT

I do not think there is positive advice that can be tendered to suit both parties.

[locutus]

:-| Hi all

Sadly reading the to's & fro's, when day turns to night and back to day time, the only people that can sought this particular item out is :-

1. nicolefrenzy

2. BT

I do not think there is positive advice that can be tendered to suit both parties.

OK but I'll give it a go with my usual advice

 

Follow BT's complain procedure and keep everything in writing.

 

Write to :-

Customer Service Manager

BT Customer Correspondence Centre

Providence Row

Durham

DH98 1BT.

 

In your letter, include your full name, address, BT phone number and BT account number.

 

Tell them exactly what they've done wrong, Explain it is a breach of the Date Protection act and also their own privacy policy as set out in their code of practice, tell them that this breach of privacy has left you with no trust in BT and you want them to allow you to end your contract without penalty. Ask them to give you a DEADLOCK letter if they will not comply 100% with this request.

 

Keep us informed

[MARTIN3030]

Agree Locutus-well said.

 

If there are Contractual breaches then they need to be spelled out.

Their breach of Data Protection and Privacy,could very well be argued as a breach of duty of care,I assume in their actions here they would also be in breach of regulatory codes of practice.

 

Question is-is it reasonable to expect you to be able to maintain fair relationship and continue with your contract ?

[Human Writes]

Tell them exactly what they've done wrong, Explain it is a breach of the Date Protection act and also their own privacy policy as set out in their code of practice, tell them that this breach of privacy has left you with no trust in BT and you want them to allow you to end your contract without penalty. Ask them to give you a DEADLOCK letter if they will not comply 100% with this request.

 

Keep us informed

 

Data protection related disputes are outside of the remit of the arbitration schemes, they cover disputes about bills and communications services, i.e line faults, lack of coverage, no service etc.

 

Maybe we should have a sticky which sets out what Otelo and CISAS do, along with links to their websites and contact details for the purpose of clarity.

[locutus]

A Deadlock letter is a useful thing to have tho, reguardless of if you use it for an ADR.

[nicolefrenzy]

Update and massive result

 

Bt sent me a letter regarding my telephone complaint saying to ring them to discuss my complaint,spoke to a lovely lady who went through my complaint and within 2 mins said i could cancel my contract with no charges or nothing to pay.Have asked for a letter confirming this but what a result didnt expect them to let me out of the contract so thank you guys for all your help and buzby:p

[Somebody Told Me]

This's an excellent result - well done!

 

Look forward to seeing your final update when you've received your written confirmation of what they've verbally agreed to do for you.