Telegraph Money Jessica investigates
‘BT pressured me into buying a Sim card and told me it would cost £90 to cancel’

Jessica Gorst-Williams
21 JANUARY 2018 • 6:31AM
I was cold-called by BT to ask if I wanted to change to its mobile phone network.

The call was very pressurised and the caller had very bad English, but I agreed to receive the Sim card.

I had 14 days to change my mind, so, when I realised my existing contract was impossible to alter, I sent the Sim card back with a handwritten note on my headed paper to BT saying I did not want to go ahead with the contract.

After that I had reminders to activate my Sim and I just thought that maybe BT had not realised that I had returned it.

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The moment I got the final email saying I had not activated my Sim card I rang a number. When at last I got through I was told it would cost £90 to cancel as I was beyond the cooling-off period.

The alternative was to keep the contract for the year, which would only cost me £120. This doesn’t seem at all fair.

CB, Glos

You paid the £90 but the apparent injustice of it all still niggled. BT said that to cancel you should have followed the process and phoned BT on 0800 800 150 within the 14-day cooling-off period.

Instead I understand you sent the Sim back with a cancellation letter to the distribution centre/supplier.


Always check any returns or cancellation policy carefully.

Get in touch | How to contact Jessica Gorst-Williams

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Within three days of my approaching BT someone had called you mentioning there had been a press inquiry. Your £90 was then refunded out of goodwill. BT added that the sales call shows you clearly agreed to the order and there wasn’t any pressure to accept it.

If you still disputed this, I suggested you ask for a copy of the call either to listen to or read in the form of a transcript.

Such a subject access request would normally cost £10 and would help clarify, in your mind, as to how the conversation went. You would need to apply in writing to BT.

With so much to do you say you will not be pursuing this option. You feel it is good of BT to repay the money and any feelings of rancour have dissipated.


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