BT Complaints & Escalation

scooter_aust · 27 September 2011 at 4:30PM

I am currently having what I would call an "experiance" in the worst possible customer service and total lack of ownership I have ever experianced with BT.

Does anyone know how to get complaints resolved?

I am owed over £300 due to incorrect billing and after speaking to 7 differnet people at an average of 30-40 mins each over the last month I am no nearer getting things resolved.

any help would be appreciated.

Money SavingExpert Insert

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Idiophreak · 27 September 2011 at 4:36PM

This, sadly, is their technique...They make themselves completely bulletproof by not caring at all. It's like pushing on water...you can try, but it just doesn't work.

I was being overcharged every month and I spent months calling every department under the sun, writing letters, email, talking to the BT rep on here...I was lied to, called a liar (ironically) promised about a million calls back that never materialised and even hung up on. Conclusion: They just don't care. In the end I gave up chasing the money and resolved to leave them as soon as possible. They, cleverly, make it so hard to get anywhere that, in the end, it's just not worth your time and energy. I wrote the money off, resolved to leave them and never come back and left it at that.

Horrible, horrible company.

scooter_aust · 27 September 2011 at 4:41PM

Thats exactly what is happening, I have requested my MAC and will leaving them and joining sky very soon.

EllieB_2 · 27 September 2011 at 9:37PM

I have had a similar experience - which doesn't help you, but rest assured you are not the only one. I have spent hours and hours on the phone to this dreadful company - and got nowhere. My complaint was not upheld and now they tell me I have to pay £10 for a transcript of the call as I dispute the content. Appalling service - total rubbish. I believe they deliberately make it so hideously difficult to complain that customers simply give up - leaving them in the money. They work on volumes and don't care about the loss of a few unhappy customers.

I_know_my_ABC_and_my_CMYK · 28 September 2011 at 10:41AM

Have you been to the complaints body for phones?

I think its ofcom. They are usually a last resort but they should be able to help you.

Failing that I would be contacting Watchdog, or a consumer column in one of the national papers, they are also usually very good at sorting these problems out.

Try here http://consumers.ofcom.org.uk/tell-us/

Unless people make a stand and complain through these they will continue to get away with taking your money off you, that could end up being quite an extra revenue.

Idiophreak · 28 September 2011 at 11:02AM

I_know_my_ABC_and_my_CMYK wrote: »

Have you been to the complaints body for phones?

I think its ofcom. They are usually a last resort but they should be able to help you.

Failing that I would be contacting Watchdog, or a consumer column in one of the national papers, they are also usually very good at sorting these problems out.

Try here http://consumers.ofcom.org.uk/tell-us/

Unless people make a stand and complain through these they will continue to get away with taking your money off you, that could end up being quite an extra revenue.

Ofcom won't get involved in complaints from a single consumer - they'll refer you to an Alternate Dispute Resolution provider. The punchline, of course, is that you can only get the details of these people by asking BT - and I asked them 3 or 4 times to provide the details and they just refused.

And I don't think Watchdog would be interested - they must get hundreds of complaints about BT each day and it's been that way for years - it's hardly breaking news for them.

DVardysShadow · 28 September 2011 at 1:00PM

Idiophreak wrote: »

Ofcom won't get involved in complaints from a single consumer - they'll refer you to an Alternate Dispute Resolution provider. The punchline, of course, is that you can only get the details of these people by asking BT - and I asked them 3 or 4 times to provide the details and they just refused.

And I don't think Watchdog would be interested - they must get hundreds of complaints about BT each day and it's been that way for years - it's hardly breaking news for them.

Now that is an individual complaint which if Ofcom did not get involved, your MP would probably take up cudgels on your behalf.

BT rep, this is a complaint you need to deal with.

BT_company_representative · 28 September 2011 at 1:17PM

Hi scooter_aust

I have just seen your post and would like to look into this for you, just checkout my profile section were you will find my contact info.

Regards David

DVardysShadow · 28 September 2011 at 2:41PM

BT_company_representative wrote: »

Hi scooter_aust

I have just seen your post and would like to look into this for you, just checkout my profile section were you will find my contact info.

Regards David

What about Idiophreak's problem?

Idiophreak · 28 September 2011 at 3:48PM

DVardysShadow wrote: »

What about Idiophreak's problem?

Literally, it's not worth bothering about. I'm quite happy just tottering around forums trying to warn people off BT as much as I can. I'm sure, eventually, I'll get my pound of flesh.

landpig1 · 23 October 2011 at 8:02PM

I have also been having great difficulty with bt, they breached their contract with me by failing to supply a working router ( which they admit) so at the end of the contract i did nor renew. I advised bt of this and obtained a mac code and migrated to another provider. Bt then billed me for £84 for ending my contract early! I have now made many phone calls and have also had my honesty put in doubt!
I now refuse to speak to them on the phone and will only accept letters from them! They are very,very slow to reply, but on the 28th september i recevied a written letter confirming that the broad band contract had been renewed without my consent and that i would not invoiced for any cancellation charges, this letter was signed by rodney armstrong, i was also offered £30 compensation! I sent a letter in reply and am still awaiting a response!
Surprise surprise today i recevied an invoice for £174.23p, the majority of which is cancellation charges!
Warnig do ot sign up to bt's tempting offers you will regret it

BT Complaints & Escalation

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