“I'm a BT costumer for 4 years. I just realized that since last month my bill had increased without reason. Today I contacted the costumer service to clarify what is happening. The member of the staff that answer the phone was rude sometimes and just told me that I accept the fact that BT changed the contact. I just found out that BT sent an email to the clients on the 18th of June with 5 weeks notice regarding the fact that the monthly price will go up from July. Although I never received any email and I wasn't aware about this change and I never consent or accept any update on my previous contract. I can't really understand why I'm paying more for the same service. The only option that BT gave to me was: pay the same monthly, but extending my contract for more months in order to solve this situation.
On the top of this I ask the person on the phone to speak with the supervisor in order to solve and to find other solutions and apparently she refused to talk with me. This is the most unprofessional service. I couldn't believe when this guy on the phone to end up saying that not much to do and he will do a complain on my behalf. I don't even know what is written on the complain because he said that can't send to me either.
As far as I can understand from all this situation BT can change your contract without consent from clients just using emails that don't know if will be delivered. BT also are able to write on your behalf although BT are not allowed to send the complain through your email and I still don't know what was written. Where is the sense in all of this story? This is not a honest procedure if the idea is to change contracts. BT should obtain consent from clients and they can use phone calls and letters to notify as well. One email is not the only option and is not enough.”
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Alice, Customer Support
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