topic Re: Cheated and unauthorised Broadband service contract in Broadband & Landline

Cheated and unauthorised Broadband service contract

tiffanych — Thu, 13 Jun 2024 15:52:21 GMT

I just received a letter said my broadband services changed to EE at Warrington shop which I never went there for signing a new contract. I called BT and they asked me to go to the EE shop directly for contract cancellation.

I went there today and the sales said I need to wait until Monday as Shop Manager & Salesman in charge will be there in that day. He said my partner went there for upgrading his mobile data plan end of May, I said that’s only for mobile services, why the salesman can changed the BT broadband services without my consent?

He can’t do anything for me and he repeatedly said anyone in my household can change it😡What the hack?! BT broadband contract & Bank acc. for direct debit are under MY Name (not my partner), how come anyone can change it without my consent or do it on behalf of me without permission? Is this legal in UK?

We are an individual, I don’t think BT can transfer all my information and bank details to it’s sister company without my consent/signature?

The online LOYALTY team said they can only offer me £30.99 for Full Fibre 150 in EE, but my BT contract is £34.99 for Full Fibre 300, that’s not the contract I signed with EE, why they still forced me to stay with the unreasonable plan? EE misrepresentation and misselling that made me suffered a loss, I won’t agree with the arrangement.

As a long term loyal customer with BT, I’m going to extend the contract with BT this month, and now I feel cheated by the EE team. Is this misrepresentation under the Misrepresentation Act 1967 ? I’m so tired & emotional distress to deal with online CS and Shop’s representatives, it’s highly appreciated if someone can help me to figure out the following steps.

Thank you!

Re: Cheated and unauthorised Broadband service contract

Chris_B — Thu, 13 Jun 2024 17:27:48 GMT

@tiffanych Is your partner on your account? EE account?

Re: Cheated and unauthorised Broadband service contract

tiffanych — Thu, 13 Jun 2024 17:29:43 GMT

No, I never had any contract with EE. Only my partner got EE mobile service plan

Re: Cheated and unauthorised Broadband service contract

Chris_B — Thu, 13 Jun 2024 17:54:24 GMT

@tiffanych And the BT BB is on your name ? If that’s the case then they can’t change you over to EE BB as you are the account holder not your partner. The change can not happen unless you request it.

Re: Cheated and unauthorised Broadband service contract

tiffanych — Thu, 13 Jun 2024 18:04:06 GMT

Yes, BT BB contract is under my name only and also only authorised direct debit with BT. Few days ago I received a letter and found EE is going to direct debit from my bank (checked on my app). This is really a serious issue so I called BT and go to the shop today, no one can solve the issue with me. Shop’s salesman ask me to go there on next Monday to meet the shop manager & the salesman in charge for my case .

How ridiculous is that they change it without my consent🥲

Re: Cheated and unauthorised Broadband service contract

tiffanych — Mon, 17 Jun 2024 23:00:47 GMT

17/6 update:

My partner & I went to the shop today and the Shop manager & salesperson in charged were not there which the Salesman on Friday ask me to come again today, sigh 😮‍💨 they are not going to responsible and try to run away for their mistakes ?!🙄

After checked, My partner only singed a mobile data contract, no broadband services mentioned in it. We talked to the store Leader, he tried to figure out what happened with our case, he said no one can transfer BT broadband services without our permission, we must receive a link via mobile message to confirm for security reasons. However, we never received any link and click on it. And then, he has given all my BT account details to EE security team to check who endorsed my contract and ask me to wait until tomorrow as he still not yet got any response.

This must be slamming and illegal practice. What can I do if the salesperson done it by herself without my consent?

See if the shop can give me a response tomorrow and will update the status here afterwards.

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 07:45:48 GMT

@tiffanych Link in case you require it. BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

May be worth also grabbing a copy of the BT Terms and conditions, there is a section where they do say that they can change the service at any time? Conflicting information!

Re: Cheated and unauthorised Broadband service contract

tiffanych — Tue, 18 Jun 2024 10:45:27 GMT

Hi, I know they are sister company but they still need my consent before moving my services to EE, even the CS team and Shop leader are states that there must be an authorisation link sent to the account holder before proceeding with broadband transfer. However, I never received any link, notification and new contract terms from EE, I have no idea what was going on with such mis-selling practice.

P.S. I still waiting for the responses from the shop, it really makes me feeling tormented these days without any solutions.

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 11:10:22 GMT

@tiffanych You should read the following link, I do think that BT have the right to move you to the EE service, it states it in the BT terms and conditions, Know you have a problem with it so look at the link when you get time and not sure if the letter that you got was the prompt to get it started or stopped. HTH

Moving your account from BT to EE | Help | EE

Re: Cheated and unauthorised Broadband service contract

tiffanych — Tue, 18 Jun 2024 11:37:47 GMT

I think the point is they can move my existing plan to EE , but what I’m facing is a new 24months broadband contract started from 27/5/2024 has been signed by someone without my consent. I never sign any new contract with BT or EE ( my BT contact will end on July.24), I can switch to any other providers when contract ends. However, I’ve been told I have a new contract with EE for 24months and going to direct debit my bank account right now, this is really serious issue and illegal practice they made.

I just called the shop as no one contact me, they asked me to go to the shop again tomorrow as the broadband security team needs to verify with me , and talk together for the next steps. 🤦🏻‍♀️ I lived far away from Warrington and why we can’t solve the problem at once. They need to compensate what I’m suffer for the inconvenience and distress caused

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 11:48:04 GMT

@tiffanych Got it, ? does the letter state any of those facts, They should not automatically enforce a new 24 month contract so does it say, if you do not agree please contact the number provided on this letter, or something along those lines. And you should be able to leave when your BT contract comes to an end, as you say July2024. That is why if you can look at the link as it explains exactly what EE are going to do.

Re: Cheated and unauthorised Broadband service contract

tiffanych — Tue, 18 Jun 2024 11:57:54 GMT

I only got a BT’s letter saying that I switch them from BT to EE and refund the outstanding balance to me. No more contract or letters from EE, but EE keep sending message to me say my broadband is live now, I can login to see my bills etc., but no one can tell me what happened.

Called BT & EE online CS last Monday, they said I signed a contact at Shop but I swear I never went to the shop for this arrangement, they can check the CCTV footage, no evidence they could have. Online CS ask me to go to the shop for contract cancellation.

So I went there on last Thursday and yesterday, still can’t solve the issue and then they ask me to go back tomorrow🤦🏻‍♀️ How they can treat consumers like this , if they can’t do anything, I think I need to report to some organisations that could bring this to the attention of their selling behaviour

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 12:12:43 GMT

@tiffanych As the letter page you posted does not say that i understand what you are saying, tried hard to find anything regarding BT automatically moving services to EE but nothing out there yet. Few items on the BT forum but not exactly as per your situation.

You also posted this on your opening post "The online LOYALTY team said they can only offer me £30.99 for Full Fibre 150 in EE, but my BT contract is £34.99 for Full Fibre 300, that’s not the contract I signed with EE" so hope you meant BT at the end and not EE.

Re: Cheated and unauthorised Broadband service contract

tiffanych — Tue, 18 Jun 2024 12:33:37 GMT

I meant my renewal fee with BT is £34.99 for full fibre 300 but I haven’t made any decisions as the services automatically transferred to EE with 24 months FULL Fibre 500 £46.99 🤷🏼‍♀️ on 27/5/2024.

I received the refund letter on 11/6 and called BT CS on 12/6 as I want a Full Fibre 300 plan but because the contract is now under EE they persuade me stay with EE and offer £30.99 for Full fibre 150., or else I need to go to the shop for cancellations.

But after talked to CS & Shop leaders, I found this sales procedures involved an illegal actions as they strongly states that customer must click on the authorisation link for EE to proceed the new agreement which we never click on it.
Shop leader put my case to their EE security team yesterday to see who endorsed the contract but still waiting for results. I need to go to the shop tomorrow to discuss further actions/arrangements

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 12:37:32 GMT

@tiffanych The online LOYALTY team said they can only offer me £30.99 for Full Fibre 150 in EE, but my BT contract is £34.99 for Full Fibre 300, that’s not the contract I signed with EE

Re: Cheated and unauthorised Broadband service contract

tiffanych — Tue, 18 Jun 2024 12:47:49 GMT

I mean I don’t sign any contract with EE(typo)

Re: Cheated and unauthorised Broadband service contract

JimM11 — Tue, 18 Jun 2024 12:53:47 GMT

👍Keep an eye on your date for cancellation just incase that is what is required to happen. Good luck hope you get it all sorted.