Dispute with BT

Jan 19, 2018
Last November I spoke to BT on the phone. The person I spoke to agreed to change my parents broadband contract from business to home and to reduce the cost to £35 a month. They stated that they would send an email confirming this deal (which never arrived). In an IM chat I was assured that the new deal would kick in this month (however due to a glitch on my tablet I wasn’t able to print the conversation out).

This month a bill arrived from BT – not only is it still a business contract, but it is more expensive than the previous deal.

What options do I have please?

If I record future conversations with them do I need to tell them, and do recordings of conversations count as proof?