After help for my Elderly Mother :
My Mother in her 80's and a BT customer, was spoken to by Customer Services yesterday on the back of an enquiry about packages. She told the advisor that she wasnt ready to swap and needed time to think about the offer and speak with her Son (me). One very upset Mother rings and tells me she's had emails " confirming" her order and install Date .......
Looking at what she has been told she's ordered - it's just not what she was trying to acheive or thought she was talking about - she rang back straightaway after we'd spoken to cancel - to be told she can't ??? The order has to go through and she has to cancel after the switch??? - this cannot be correct. She has clearly been mis -sold a package ( Braodband /Phone / TV) that she doesnt want or need. She's really upset.
Very grateful if anyone could advise how to go about this ? It's really poor form, she just wants to cancel the order having been provided with something she doesnt want and expresslly told the Customer Service Agent in the intial call that she didnt want to order. Many thanks.
