Cheated and unauthorised Broadband service contract

[tiffanych]

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!

[JimM11]

@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.  

[tiffanych]

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

[JimM11]

@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.

[tiffanych]

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

[JimM11]

@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

[tiffanych]

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

[JimM11]

👍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.