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BT wants £215 canceling mid contact after their price hike

KDS

ULTIMATE Member
My sis on bit of a mess with BT after they put the price up she cancelled and moved on to a new provider but bt said it was ok to move as they put the price up but now they want £215 talking to their customer service team is like talking to 2 year olds.

They still offering a new deal on a new contract but not canceling the cost. Can some one please help we ran out of ideas.
 
Which price hike, was it this one or another?

https://www.ispreview.co.uk/index.p...-and-phone-call-price-rise-for-september.html

Key things to check are: 1) When did she receive the first formal notification of the price increase from BT and, 2) Did she action the cancellation within 30 days of receiving that notice? The notification should also contain information on her right to terminate the contract.

https://www.ofcom.org.uk/__data/assets/pdf_file/0027/29682/guidance.pdf

Assuming she did 1 and 2 correctly then the best course is still to pay off the debt (because you don't want a debt collection hanging over your head as it can cause problems for credit history) but keep the complaint open with BT and after 8 weeks of no resolution take it to the ADR complaints handler (I believe BT still use 'Ombudsman Services: Communications'). The ADR will investigate on your behalf and most likely rule against BT, forcing a refund.

I'd also ensure that BT know you wish to make a formal complaint, rather than just assuming that they will consider it to be a complaint by continuing to go through normal support channels.

https://www.bt.com/help/home/complaints.html

Be aware that not all price increases are subject to the same mid-contract exit clause, although big material hikes in broadband/phone prices usually are.
 
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