I'll try to keep this brief but it is a bit confusing.
My mum who is 87 years old gets her broadband and phone through BT. She has been a BT customer for 60 years.
In May 2018 her contract for her broadband and phone came to an end. I don't know whether she called BT or they contacted her to renew. She ended up taking out a new contract on their highest FTTC 70/20 service with BT-TV, BT sports HD pack and Netflix as add ons. Remember she was 85 at that point. She doesn't watch any sport and didn't know what Netflix was, she thought it was a TV channel.
Within a few days she realised what she had done. She called them and told them she wanted to cancel the BT-TV, BT sports HD pack and Netflix. She received an email stating the contract, BT-TV, BT sports HD pack and Netflix had been cancelled.
Earlier this week she mentioned her bill was very high. I checked her account and saw she has been on the out of contract rate for the 2 years and she was also paying £18 per month for BT sports.
I called BT on her behalf to get a refund or credit for the 2 years of BT sports as that had been cancelled only to be told that she had not cancelled BT sports, she had only cancelled the BT sports HD pack and still had access to the app. As a gesture of goodwill they offered to credit her account with £30 as they can't credit for anything longer than 4 months ago and would definitely not credit the 2 years as it was so long ago.
I'm not worried about the out of contract rate as they did inform her that the new contract had been cancelled. The thing is she didn't realise the contract had been cancelled and just took the amount that came out of her direct debit was just the cost of the service which was around £50 per month and she was still in contract with them.
They said that they would also give her a discount on a new contract at £47 per month which I think is high for just phone and broadband. I said to downgrade her to lowest FTTC product. I was told the £47 per month was their lowest FTTC product.
I refused the £30 credit and the new contract and asked for the case to be escalated to a manager.
I will be getting a call from a manager tomorrow.
I was just wondering if anybody knows where we stand regarding this? The girl I spoke to said they had acted within OFCOM's rules and didn't understand why I wanted to escalate it.