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BT overseas advisor locking me out of my BT account!
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Munger
Posts: 17 Forumite
Tonight I had a small problem with my bill , nothing major just the fact my 12 month renewable contract wasnt automatically renewing, I left if for february expecting it to renew in march.
Got my March bill and it hadnt renewed, checked my January bill to make sure I havent been given a credit for the 3 months in advance but no credit was there.
Phoned customer services and got through to an unknown location, not UK and explained what had happened expecting them to pick up the error as its clear on the bills that its not renewed my 12 month contract and offer to renew and credit me the difference for last months bill which didnt renew.
a selection of her responses in italic and mine normal
"that credit was on your january bill" - NO it isnt it runs until 12 feb
"that credit happened in november" - NO theres no credit there for march/april
"oh no that credit for 2010 is on your january 2009 bill can you see it online?" - NO obviously not since my bills dont show for 1 full year and you clearly know that - also BT dont operate their billing like that.
So after asking for a supervisor, and being told they will make the same lame excuses and after about 17 minutes of not getting this through to her I hung up without any shouting or raising of voices advising I will find somebody else to speak too.
Getting through again my little chum had decided to add a password onto my account which in 5 years of being with BT (2 of which I worked for BT) had basically blocked my access to the account.
Im sure this is breaking data protection by adding fake passwords which the customer will have no knowledge of, thus blocking my access to my own data.
Anyway the password is still there and the next advisor was kind enough to supply the spiteful "advisors" name
Posted my fun experience on here and see where it gets me, have printed up a letter and will wait and see also.
Got my March bill and it hadnt renewed, checked my January bill to make sure I havent been given a credit for the 3 months in advance but no credit was there.
Phoned customer services and got through to an unknown location, not UK and explained what had happened expecting them to pick up the error as its clear on the bills that its not renewed my 12 month contract and offer to renew and credit me the difference for last months bill which didnt renew.
a selection of her responses in italic and mine normal
"that credit was on your january bill" - NO it isnt it runs until 12 feb
"that credit happened in november" - NO theres no credit there for march/april
"oh no that credit for 2010 is on your january 2009 bill can you see it online?" - NO obviously not since my bills dont show for 1 full year and you clearly know that - also BT dont operate their billing like that.
So after asking for a supervisor, and being told they will make the same lame excuses and after about 17 minutes of not getting this through to her I hung up without any shouting or raising of voices advising I will find somebody else to speak too.
Getting through again my little chum had decided to add a password onto my account which in 5 years of being with BT (2 of which I worked for BT) had basically blocked my access to the account.
Im sure this is breaking data protection by adding fake passwords which the customer will have no knowledge of, thus blocking my access to my own data.
Anyway the password is still there and the next advisor was kind enough to supply the spiteful "advisors" name
Posted my fun experience on here and see where it gets me, have printed up a letter and will wait and see also.
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Comments
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Hi Munger,
That sounds like a real nightmare. I would like to take a look at this for you. Please could you drop me an email with your BT account details? My email address can be found by clicking on my profile. Please also include a link to this thread. Once I have received those details, I will investigate this and reply to you directly.
Cheers
Paddy“Official Company Representative
I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
I have emailed you now.
thanks0 -
...So after asking for a supervisor, and being told they will make the same lame excuses and after about 17 minutes of not getting this through to her I hung up without any shouting or raising of voices advising I will find somebody else to speak too...
Did they put you through to a supervisor as you requested?
You were right to request the complaint was raised to a manager level if you were not happy with their response - it's part of the BT code of practice (page 18)Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during your phone call. If this is not possible, we will agree a course of [FONT=New BT,New BT][FONT=New BT,New BT]action with you. Complaints about a bill may take longer to investigate. If you are not happy with the way we [/FONT][/FONT]have handled your complaint, please ask to speak to the manager. He or she will review your complaint and will work with you to try and sort out the problem. If, after contacting the manager, you feel that we have not dealt with your complaint properly, please ask for your complaint to be reviewed by a more senior manager. [FONT=New BT,New BT][FONT=New BT,New BT]If you are still not satisfied with how we have dealt with your complaint, it can be reviewed by a Complaint Review Service Manager. [/FONT][/FONT]
If the customer service advisor didn't put you through to the manager as you requested, they appear to be in breach of that code.
http://www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/Consumercodeofpractice/ConsumerCodeofPractice.htmKevin Lendor, Compliance Operations Manager of BT Group, is responsible for making sure that we keep to this code. If you would like to comment on the code, or our complaints procedure, please email Kevin at [EMAIL="compliance@bt.com"]compliance@bt.com[/EMAIL]. Or you can write to Kevin at:
PO Box 319,
313 Broadway,
Bexleyheath,
DA7 9GJ"Now to trolling as a concept. .... Personally, I've always found it a little sad that people choose to spend such a large proportion of their lives in this way but they do, and we have to deal with it." - MSE Forum Manager 6th July 20100 -
Ring OFcom, get yourself a reference number then ring the 0800 Higher level BT Complaints number that Ofcom give you, they soon listen
Getting you query resolved by the BT Rep on this forum didn't help me as all I got was another call from an indian call centre rep.0 -
I see the Password (remind me) link on THE LOGIN PAGE button takes you HERE.Getting through again my little chum had decided to add a password onto my account which in 5 years of being with BT (2 of which I worked for BT) had basically blocked my access to the account.
Im sure this is breaking data protection by adding fake passwords which the customer will have no knowledge of, thus blocking my access to my own data.
Anyway the password is still there and the next advisor was kind enough to supply the spiteful "advisors" name
Did that not allow you to overcome the 'problem'?Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0 -
synapse321 wrote: »Ring OFcom, get yourself a reference number then ...
According to the Ofcom websiteOfcom does not investigate individual consumer complaints and we will not respond to you about your individual complaint.
But suggests you follow the suppliers complaint procedure ... which will ultimately end by allowing you to raise an unresolved matter with the ADR the supplier associates itself with; in the case of BT, this is Otelo."Now to trolling as a concept. .... Personally, I've always found it a little sad that people choose to spend such a large proportion of their lives in this way but they do, and we have to deal with it." - MSE Forum Manager 6th July 20100 -
According to the Ofcom website
But suggests you follow the suppliers complaint procedure ... which will ultimately end by allowing you to raise an unresolved matter with the ADR the supplier associates itself with; in the case of BT, this is Otelo.
Correct, but Ofcom will LOG your complaint and give you a reference number and also give you the contact number for Otelo if unresolved after a certain length of time and BT Higher Level complaints 0800 number. When you call BT Higher level complaints the first thing they ask you for is your Of com reference number without that they won't take your complaint on. This is when they start listening you and may even offer compensation depending on how good a case you make. They usually get back you after 48 hours.0 -
BT complaints on the forum helped me out, they were very helpful in sorting it and prompt in replying.
Thanks for all the responses0
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