Misguiding the elderly

My dad is 83. He struggles to understand modern things like computers and ISP broadband plans.

He wanted to buy the cheapest, most broadband basic plan, because that's all he needs. So he had a phone conversation with the ISP (BT) customer support to try to arrange it, and ended up buying an 18 month contract with one of the most expensive plans, costing about £70 pm, instead of the plan he needed which was about £20 pm.

He thought he'd bought the cheapest. He didn't understand what he bought which has various extra features that he's got no use for and doesn't understand. I had to explain it to him. If I hadn't told him he still wouldn't know there was a much cheaper option. He phoned to try to switch plans but they refused, as the cancellation period (I think 10 days) had elapsed. Now he's locked in an 18 month contract that will cost about £1000 more over the term, which is a serious amount of money for him.

ISPs push their most expensive services. I've had experience of that. I suspect it's no accident that a confused, elderly customer was sold an expensive product when all they needed was much cheaper. I suspect the way the sales person described it took advantage of an elderly person's lack of understanding. Customers can be conveniently misguided if not savvy enough to understand what the sales person is doing. I bet other vulnerable, elderly people, who are struggling to pay their utility bills have been got like this.

He phoned to try to switch plans but they refused, as the cancellation period (I think 10 days) had elapsed. Now he's locked in an 18 month contract that will cost about £1000 more over the term, which is a serious amount of money for him.

I would still take this up with BT, maybe there is something you can do to help resolve the situation. Firstly (if you are not already) have yourself set up as an authorised contact on your Father's BT account, and then register on the forum. You/Your Father may need to ring BT to register you as his authorised contact. I am registered with another provider for my Mum.

Then raise the point on the forum and wait to be contacted.

I don't let my parents get involved with that stuff, I pay for their broadband connection and look after their router. It keeps things easy - they know that any phone calls they might get about it are a scam because they're not listed anywhere on the account.

Put your complaint in writing and send it to BT, the address is on their site/ google

The energy companies have a "priority services register" to identify vulnerable customers. I don't know if there's an equivalent for broadband but there certainly should be.

Ofcom itself has to consider the needs of elderly and vulnerable people:
https://www.ofcom.org.uk/phones-telecoms-and-interne...

We have specific duties under the Communications Act to consider particular groups of people who might be vulnerable to harm. This means we must consider the needs and interests of those who are disabled, elderly, on low incomes or living in rural areas, as well as people who might need special protection because they are vulnerable.

How exactly that translates into requirements on the CSPs themselves, I'm not sure.

If your elderly relative was persuaded to take a far more expensive package than they either wanted or needed, I'd say this is a case of mis-selling, abuse, or fraud. I would suggest you start with Citizens Advice, but it might end up being a case for trading standards or even the police. I expect BT will fall over backwards to prevent it getting to that stage though.

In reply to a post by candlerb:

The energy companies have a "priority services register" to identify vulnerable customers. I don't know if there's an equivalent for broadband but there certainly should be.

I thought MHC had spoken about one of his relatives having this type of service for their phone/broadband. Hopefully he will be able to comment.

ps - I hope I'm not thinking of the wrong person

In reply to a post by dect:

In reply to a post by candlerb:

The energy companies have a "priority services register" to identify vulnerable customers. I don't know if there's an equivalent for broadband but there certainly should be.

I thought MHC had spoken about one of his relatives having this type of service for their phone/broadband. Hopefully he will be able to comment.

ps - I hope I'm not thinking of the wrong person

Off-topic as far as the OP is concerned but picking up on the vulnerable customer issue, we are with IDNet. As my wife and I are both over 70 I e-mailed their support last year and asked if we should be registered as potentially vulnerable customers. The reply was less than convincing:

"I have made a note on your account for you.

"We are drawing up our Code of Practice which will detail that all our customers cases are handled with the utmost care and urgency but of course if our resources were to be stretched then we would prioritise those at risk/vulnerable customers."

Edited by GonePostal (Thu 09-Mar-23 09:06:45)

Unfortunately typical of BT in my experience. I have a number of customers with BT and always check when their contract is due and look at moving them elsewhere before BT phone and do a renewal over the phone.
Called one customer a little too late last week and BT had already been in touch - new 2 year contract at £60ish per month with services they don't need/can't use - and they think they are getting a good price!

Thanks for all the replies. I'll pursue this by complaining to BT on my Dad's behalf, mentioning that he's a vulnerable customer.

Don't let them fob you off. Selling a vulnerable customer a package far above their needs is mis-selling but you may need to make a DSAR to BT to get the sales call recording (Ofcom rules require they record these and retain for a minimum of six months). Then you'll be in a much stronger position. If the agent pressured your dad into this, that's illegal, if he made misleading statements then that too is illegal, and if he made misleading omissions, that's illegal. I don't know how good BT's complaint handling is, but unless they sort it promptly and with a generous compensation gesture, then take it to Ombudsman Services.