I think option 2 is more likely. Plenty of scammers out there unfortunately

I doubt it's official policy but Carphone Warehouse on several occasions has been dodgy They've suggested that I "accidently" break or lose my phone on three occasions now. My brother went in to buy a new phone and they asked him if he wanted to switch over to TalkTalk (calling plan) and he said no. A week later he gets a letter from BT saying how they're sorry to see him leave and whether he has any comments on why he was switching to another provider. Turns out the sales guy just put the application through anyway as most people don't reply to the letter quick enough and get automatically switched over.