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BT complaints
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# 201
BT company representative
Old 06-09-2009, 1:20 PM
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Hey Gracec,

Sorry the broadband problem has still not been resolved. If you would like to PM the details I can certainly take a look at this for you.

Conan
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"
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# 202
Mike Samuel
Old 07-09-2009, 8:47 AM
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Default BT Broadband speed

Hi
I am now on my 64th telephone call with the high level complaints team.
I have had the 3000 KBPS speed as stated by the BT sales team "3 meg speed raising to 3.5 meg in November - for my area" for 2 days only. The speed was increased and then dropped back to 900 to 1050 KBPS the following day.

My IP Profile is 1250 KBPS, therefore the maximum BT can achieve is 1100 to 1150 KBPS.

I have received a "deadlock letter" from Shirley MacKie at the BT Executive Complaints Desk which states that we are in deadlock, BT will not release me from the contract to find an ISP that will supply a decent download speed and the letter states that BT will not improve on the current download speed.
I have found Ms MacKie's attitude absolutely abysmal and if it is representative of BT as a whole, then I do not wish to remain with a business that holds customer satisfaction and customer service with such poor regard.

The letter from Ms MacKie is dated 21st August, reference number VOL011-22462491012.
Ms MacKie can supply my e mail address and telephone numbers if you wish to discuss directly.

Regards

Mr M Samuel

Since posting this issue I have had a response from "The BT Representative" who visits this website, and, like all the staff within BT he has stated that he can not help with the situation. It is not surprising that the reply was NOT listed on the main forum page but was sent directly to me and not posted.

I am still in the same position with BT, a very sub standard service, still in contact with The Asian Helpdesk and have escalated the issue to the Communications Ombudsman.

I AM A VERY DISSATISFIED BT CUSTOMER, all I want is the service I was promised and I am paying for - nothing more nothing less.

BT - just give me what I am paying for.

Mr M Samuel


September 28th

Today the IP Profile is 1000KBPS, actual download speed 956 KBPS.

BT sales stated up to 8 Meg download speeds and in my area 3 Meg rising to 3.5 Meg in November.

I am now up to 81 telephone calls and engineers know their way to my house without a Sat Nav, I have also had to change three BT home hubs.

The BT Moderator who visits this site has also stated that "he can not help", the moderator posts responses, where he can help, on this site. He posted his negative response where the general public can not see it.

I am still with a poorly performing ADSL line and BT are still taking my money.

An overview of today - another 4 telephone calls from BT.

Call one - To say an engineer is on his way to check the wiring again.
Engineer confirmed nothing wrong - the previous visits also stated that.

Call two - A call from a BT call centre asking if I wanted to "upgrade my system and have BT vision". BT have sent my details to a call centre - ON A DATA DISC - and I have been cold called - YET AGAIN.

Call three - From BT high level complaints desk - absolutely a waste of time. He read my notes and stated that he would escalate this to the high level "complex problem" engineering team, the issue has been with them for 2 months.

Call four - was to say he will telephone me again tomorrow ?????.

When will BT supply what I am paying for ??????.

Mr M Samuel



THE LATEST ADDITION TO THE SAGA

I am now up to 106 telephone calls with BT, 6 engineers visits and I still do not have a broadband supply I can rely on.

I have been told I have to wait for the RAIN ENGINEERS ( fancy name for technical team ) to write a report - NOT FIX THE PROBLEM JUST WRITE A REPORT, this will take a week. In the mean time I do not have a broadband connection, I have been without my broadband for 3 days. High Level Complaints, Technical Helpdesk and The BT representative who reads this webpage have all failed to progress this problem.

I am still in the same position I was when I joined BT - 106 telephone calls ago - I JUST WANT WHAT BT TOLD ME THEY WOULD SUPPLY AND WHAT I PAY THEM FOR EVERY MONTH.

Regards

Mr M Samuel

I am now up to 121 telephone calls, an average of 10 minutes each ( many have been much longer ) that equates to nearly 21 hours on the telephone and another 2 engineers visits.

But I am still in the same position - BT are absolutely hopeless, and the Executive Complaints team are so arrogant.

Last edited by Mike Samuel; 27-10-2009 at 10:24 AM. Reason: Updating an ongoing problem with BT
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# 203
Heinz
Old 07-09-2009, 9:44 AM
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Quote:
Originally Posted by lillies7779 View Post
Unfortunately the email I sent to 'ben' was returned..it seems he is fed up of receiving all the MSE complaints and has changed his address.
Typical BT style.
As he stood down from BT over 14 months ago and is now CEO of Alcatel-Lucent, I would not expect him to still be reading his BT emails.
Much of the advice on residential telephony I have given over the past 9 years or so 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.
I will continue to help with Orchid programming whenever possible.
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# 204
lolaclare
Old 09-09-2009, 1:28 PM
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Default BT Cancellation Charges Problem

I have a problem with BT which dates back to Dec 2007 but has just come to the surface again.

I moved house in Dec 2007. I had been with Talk Talk in my previous house and wanted to use them again for phone and internet but knew that I needed a phoneline to be activated in order for this to happen. So I called BT and arranged this. The woman I spoke to mentioned nothing about a 12 month contract. I immediately (the next day, I think) called Talk Talk to get everything set up with them.

You can probably guess what is coming: I received a huge bill for cancelling my ‘contract’ early with BT. I immediately complained because no 12 month term had been mentioned to me over the phone. I spoke to someone in the Moving House dept who apologised profusely and said the charges would be waived if I had not been told about the 12 month contract. After this I kept getting reminders in the post to pay the outstanding amount so I followed up this phonecall with several emails. I communicated with someone called Roxanne Bray in eContact Customer Service. She assured me that it would be investigated by the Call Observation Team. As they recorded most phonecalls, this team should be able to trace the recording of my call and check what I was told. I was thrilled with this as simply listening to the call would prove I had not been informed properly about the contract and cancellation charges. Roxanne said she would let me know what the result of the investigated was.

Then, over a year passed and I heard nothing by email or post. All requests for payment of the bill stopped and I never heard back from Roxanne. A couple of weeks ago I received a demand for payment of the original amount! I immediately emailed the residential services email address I had previously been in contact with querying the letter and asking what had happened with the investigation. The emails I received back all ignored the fact that I had been told the Call Observation team would be investigating the recording of the phonecall and simply emphasised that the terms and conditions were made clear on the BT website and in all adverts. I had no access to the internet at the time as we hadn’t set it up with Talk Talk yet (as we needed a BT line first!) and didn’t refer to any advert. My only contact with BT was via that first phonecall in which I was not told the vital information. The new person I am in correspondence with – John Scott – says I have to pay the charges and has not given me any information about the so-called ‘investigation’ that was supposed to have taken place. He says that it has now been passed onto a collection agency (hence the letter) and I need address any enquiries to them. But obviously they will not be able to help.

If the BT company representative could help me sort this problem out I would be very grateful. It is not acceptable to say that I will get my charges waived if I was not given the correct information and that the Call Observation team are investigating and then just wait over a year before passing it onto a collection agency without informing me at all about what is going on. Was it investigated at all?
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# 205
lolaclare
Old 09-09-2009, 5:55 PM
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An update on the above, I just had an online conversation in the Chat facility on the BT website and was told the following:

Aideen (15:53):
yes this query was investiagated and we confirmed the charges are correct, when you start a line with BT the is a min term of rental for 12 months.

Me (15:54):
Was the recording listened to? Because I am certain it wasn't mentioned during the call. I would like to hear it.

Aideen (15:55):
there is no call recorded, we do state that some calls my be recorded.
you did call us on the 16/02/08 and the charges were also maintained at that time.

Aideen (15:56):
I will also have to maintain them, they are correct.

Me (15:56):
I have emails from BT from April 08 saying that they are about to investigate the recording and will let me know the outcome.

Aideen (15:56):
yes, it was investiagated and the charges are going to be maintained.

Me (15:57):
So the fact that it was not mentioned to me makes no difference? How can enter into a contract without being told?

Aideen (15:58):
Once you used the telephone line you then except the terms and conditions that apply to that line weather or not they are stated or otherwise.


Can this be true? So technically their terms and conditions could have been that I have to give them my first born child and I'd have to do it under these circumstances even though they didn't tell me.

I have seen that other people who were not told about the charges and or contract got the charges waived. I can't post links as I am a new user but here are quotes:

CHRISSYG: they tried to get a large cancellation fee from me but i told them i wanted to here the recording were i was told i was entering a 18 month contract, they rang a week later to say the fee had been waived because they could not locate the recording

scoopy2scoops: Default success!
Just got a letter from BT that the £70 cancellation charge has been cancelled
stated on bill "unaware of cancellation charges"
So just call them up and challenge them


What am I doing wrong?

They have no recording of the call, which is a setback because that would prove that I was never told about the 12 month contract or cancellation charges. But if what Aideen says is true, that would make no difference so why have other people been successful in complaining on these grounds and why would they even both investigating it if it makes no difference?
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# 206
Crystaltipps
Old 12-09-2009, 8:55 AM
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Default Update

A representative from BT responded to the PM I sent the next day and advised that there was a phone conversation in the beginning of August where my partner hung up on BT (in anger). We were on holiday on the date in question, so I am certain this did not happen.

Since advising BT of this on Tuesday morning, and emailing copies of the letters that we have sent, we have heard nothing......
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# 207
Pootle72
Old 16-09-2009, 2:00 PM
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I've had the most horrendous problems with BT, today being the final straw after some 30+ phone calls trying to transfer my line from Tiscali. They have repeatedly broken promises and what should have been a very easy transaction has turned into a saga that Kafka would be proud of. I'm never able to speak to the same person and no one seems to want to take ownership - and now Tiscali tell be that BT have not been honest with me. THe only way I seem able to complain is to write in, but this doesn't sort my immediate problem. Does anyone have a specific name I can contact?

Thanks
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# 208
BT company representative
Old 16-09-2009, 7:20 PM
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Hi Pootle72, If I can be of assistance with your complaint please PM me back and I will be happy to help! Thanks Natasha BT Support
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"
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# 209
fiscalfreckles
Old 17-09-2009, 11:26 AM
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I feel I am going round in circles with BT at the moment, trying to help out my elderly Father in law. He has a fault on his line - it just cuts out mid call and he can no longer hear the person at the other end (though they can hear him.)

We have bought a completely new handset - no difference, reported this to BT, line tested - no fault found, had an engineer call who replaced the socket box, no difference, second engineer called, couldn't find anything. Charged him £125 callout.

The fault is still happening, but it is intermittent, and never happens while an engineer is there or while on the phone to BT fault reporting!

Managed to get BT to refund the callout charge, but where do we go from here?

Have reported the fault still there, they ask all the same scripted questions all over again, then say they will send an engineer, but if he finds nothing there will be a further £125 charge. And I know what will happen, another huge bill and fault still there!

What can I do?
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# 210
BT company representative
Old 17-09-2009, 2:55 PM
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Hi fiscalfreckles

Certainly sounds like a frustrating problem, pm me with some details and I'll take a look for you.

Stuart
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"
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# 211
argosgold
Old 18-09-2009, 5:22 PM
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Default BT line installation. 3rd engineer visit.

I recently moved to a new(ish) built house in a small village. BT have sent 3 engineers so far. The 1st didn't turn up. The 2nd turned up with incorrect exchange information. The 3rd didn't turn up.

I have, so far, made 6 calls to BT, 1 to order a phone line, 1 to check whether they had, in fact, processed the order, 1 to complain that the engineer didn't arrive, 1 to complain about incorrect information passed to the engineer, and a further one to confirm that the correct information had been passed to the next engineer. The 6th call, I'm currently waiting for an adviser...

I was assured that if there were a problem, I would be contacted. I received no phone call, and the engineer failed to turn up today. It's costing me a fortune in mobile bills to sort out their problems, and I'm getting nowhere.

I'd be grateful for any suggestions you can give - unfortunately, moving to another company isn't an option. They insist that only BT can install a phone line.

HELP!

Last edited by argosgold; 18-09-2009 at 5:26 PM.
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# 212
BT company representative
Old 18-09-2009, 6:28 PM
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HI argosgold

Sorry to read of the difficulties your having. Pm me some more information and I'll chase this up for you.

Stuart
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"
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# 213
johnandkaz
Old 21-09-2009, 3:35 PM
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I am a long standing cuustomer of BT and pay for phone, broadband and bt vision.

For past 2 weeks have had numerous pleasant but non productive conversations with call centre operatives after my broadband and bt vision stopped working.

2 engineers have visited, the 2nd repeating what the 1st did with the same result. Each call centre operator has had me describe in detail what my problems are and what their engineers have found when tests have been done.

Some staff have tried to say the problem lies with my equipment which has been shown not to be the case and one tried to get my daughter to agree to pay £89 for another engineer to call to the house.

I am still paying for a service I am not receiving and the complaints proceedure is a joke. I was told I would have a single point of contact and have so far been contacted by 4 different people since making a formal complaint. Each of them apparently needing to be told what my problem is exactly.

Does anyone know how to get some kind of positive response from this uncaring organisation.
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# 214
BT company representative
Old 21-09-2009, 4:44 PM
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Hi Johnandkaz,

Sorry to hear of the problems you are facing with your Broadband and Vision service. You can email your details to forum.moderation.team@bt.com and I will look into this. alternatively you can also send your details in a PM.

All the best,

Robbie
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"
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# 215
Mike Samuel
Old 28-09-2009, 10:14 AM
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I am also having hassles with BT. I am now on my 77th telephone call to their helpdesk, I have had 2 engineers visit my house only to be told " no fault found " I have also been to the CEO's office and the high level complaints department, I dealt with Shirley MacKie who's condesending attitude I found really offensive. Ms MacKie pays lip service to a problem and only makes a bad situation worse.
Good luck with your issue, if my experience is anything to go by you have a lot of heartache in front of you as I have had a relpy off the BT represntative who looks at this site "I can not help you with this issue".
Another very dissatisfied BT Customer. Mr M Samuel
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# 216
Mike Samuel
Old 28-09-2009, 3:51 PM
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Another 4 telephone calls from BT today.

Call one - To say an engineer is on his way to check the wiring again.
Engineer confirmed nothing wrong - the previous visits also stated that.

Call two - A call from a BT call centre asking if I wanted to "upgrade my system and have BT vision". BT have sent my details to a call centre - ON A DATA DISC - and I have been cold called - AGAIN.

Call three - From BT high level complaints desk - absolutely a waste of time. He read my notes and stated that he would escalate this to the high level "complex problem" engineering team.

Call four was to say he will telephone me again tomorrow ?????.

When will BT supply what I am paying for ??????.
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# 217
BT company representative
Old 28-09-2009, 6:58 PM
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Hi Mike Samuel, can see that the CEO is dealing with your complaint. I am sorry for the delay but the CEO is your best bet as this is one of the highest specialised team in BT. I am sorry that you found the advisor rude and can assure you that your feedback will be passed on. If you could Pm me or send an email into forum.moderation.team@bt.com with your details, I will look into this for you. Many Thanks Gail
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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"
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# 218
richp2k
Old 06-10-2009, 1:30 PM
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Hello everyone, I have been reading through all your complaints and I cannot believe how inadequate BT are as a company. If ever a company wasn't fit for purpose!!

I will add my experience with them and my current problem. (Apologies if I am quite dramatic, I am in fact a writer by trade).

About a year ago I had a problem with Orange and BT. To cut a long story short it was concerning Broadband, and the issue was eventually resolved. However it was the process that caused the problem. I dealt with Orange in a day and was happy with the way they dealt with me.

When it came to BT - My God! I never experienced such a situation in all my days, even when I worked in customer service for many years!! The people I spoke to can only have been plucked off the street and given a desk, a phone and a headset, with no training whatsoever. They had no idea what I was talking about, I was passed from department to department, people were rude, hung up on me, etc etc, the list frankly goes on. Every possible negative scenario took place!! I eventually compained to Ofcom and I ended up dealing with someone I should have dealt with in the 1st place, who resolved the matter and I received compensation from them. It took weeks, compared to Orange only taking a day on their end.

Now to my current problem. A few months later (approx March this year), I was contacted via phone regarding changing my plan and receiving a Friends and Family Mobile offer to go with it. It all seemed great and after double-checking the small print with the adviser I agreed to go ahead.

BIG MISTAKE!! I SHOULD HAVE KNOWN BETTER!!!!

It nows seems after speaking to them this morning (following 'another' complaint e-mail yesterday), I have been "charged DOUBLE every month - for something that is meant to be free in the 1st place!!!!!" But it doesn't end there. And this part is very important to those who use online billing instead of receiving paper bills....

....DOES ANYONE ACTUALLY UNDERSTAND THEIR ONLINE BILL???? I am an educated man, but I have never seen anything so complicated and ridiculous in my life. The layout is a shambles, there are credits and debits everywhere, numbers don't add up. In short, it is a complete mess. Perhaps it is just my bill, but I am confident it is not. According to another part of my bill, my line rental is £11.25 per month. With quartely bills for every bill I receive, by my reckoning the line rental should be £33.75. BUT IT NEVER EVER ADDS UP TO THIS. Why is that? And the IMPORTANT part of this post really is, if I am being overcharged but could not see it because the bills are such a mess, how many other people are being overcharged too?

What I would like is someone at BT to explain to me exactly what has happened, whose idea it was to set out the bills like this, and why I am being charged for something that is meant to be free. I can also confirm (from my onversation with them today) that due to BT changing their pricing structure at the moment, they are taking an extra month line rental off everyone for this billing month. WHERE WAS THE MAIL SHOT TO ADVISE THIS???!!!! WHO GAVE THEM AUTHORISATION TO DO THAT, WITHOUT ANY PRIOR WARNING???

I am absolutely disgusted with BT, have already contacted Watchdog regarding this, and await a response from one of the reps in previous posts, to see what they have to say regardng this.

Thanks for reading!

Richie.
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# 219
paul_o
Old 06-10-2009, 3:43 PM
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The background:

I was due to move house on 2nd October. Called the 150 number to arrange a transfer and the troubles began......spoke to someone in the Warrington Call Centre who was clearly trying to push me into an 18 month commitment by suggesting I had to pay for the new connection (because the line at the new property was with TalkTalk) and that I had a rolling annual contract on my call package.

I stood firm on this issue and ultimately asked to simply terminate my current line on 2nd October as I wasnt prepared to pay connection or a "termination fee" on this alleged rolling contract. The attitude of the call handler was frosty and at one point very sarcastic and whether as an extension of this attitude - or just incompetence - she disconnected my line. I was told it would be quickly re-instated, but that was at 11am on the 20th September and of course it wasnt.......

So, I then bounced around call centre operatives in warrington that same evening and then india, and was still in limbo. I dropped a PM to the BT representative user account on here, whilst on the phone to the Lancaster. Whilst on the phone to Lancaster, the call centre operator contradicted the original one in Warrington - stating that I did not have to pay for the new connection, so I ordered it. The go-live date for the line & broadband at my new property was to be 5th October.

As for the BT representative from here, they got in touch pretty quickly and got hold of the problem - BUT did not improve on the go-live date set for the re-instated line at my old property (24th September).

So, fast forward to October 5th and no sign of any BT HomeHub arriving - nor any phone line going live. I put a call in this morning (6th October) to chase it up and discovered that my order for the line and broadband had either been cancelled or just "hadn't taken" - they couldn't tell which! In order to try and get something sorted, I have had to re-order the line and broadband again and then was put through to India once again to escalate the order.......you can guess whether or not they managed to do this......

Current status is a new go-live date of 14th October, as they have to book an engineer (or so I'm told?!) to switch the line back from TalkTalk. Judging by the similair complaints on here, it is obvious that the home movers department is woefully inadequate. Over and above being contacted by someone from here (nothing yet), I would suggest the following:

1: That BT takes a hold of the issues within home movers. To suggest that we must give BT 14 days notice - yet have BT completely fail to deliver on the commitments - is unacceptable
2: To not have any means of escalation (apart from posting here in hope of someone calling you) is way less that should be expected for the dominant Telco in this country. There should be an escalations/complaints number.
3: To give an excuse that the division that does the provisioning (i.e. BT Openreach) is a different company is simply not acceptable. You are in the same group - talk to each other!
4: When I got a follow-up call from another BT representative from my original PM on here, he eluded to the fact that the call centre people didn't know how to escalate things. sounds like training is the issue here.
5: If a customer makes a complaint about a member of staff, they should be appraised of the situation. I have had nothing since 20th September.
6: Considering I am unable to use a BT phone to call the 150 number, I should be reimbursed for the calls I have had to make from my mobile

I had resisted the urge to post here, but on reflection have decided that it is only with lots of us shouting that something might get done to stop others suffering this complete lack of service.

Last edited by paul_o; 06-10-2009 at 3:48 PM.
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# 220
ohdeer
Old 06-10-2009, 10:32 PM
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It seems I'm having as frustrating a time with BT as everyone else!

I've been with them for about 4 weeks now - picked the line rental only option and signed up to online billing/direct debit to ensure I would be paying the agreed £11.25 per month. Received my first bill which stated my monthly payment amount would be £24.00 per month, so I called and was assured this would be resolved. Fast forward 3 phone calls/3 incorrect letters later, and I have to call again as I'm still not being charged correctly. Apparently their direct debit system does not accept small amounts, therefore they're now rounding up my dd amount to £12.00 every month!!!

"We can keep your monthly payment to £12.00 as the system does accept £11.25; however it takes a round up figure. I assure you that only £12.00 will be debited from your bank account."

I am so annoyed with this - it's been so difficult to get a coherent, consistent answer from BT that I dread trying to claim back any overpayments I make. I just want to pay the line rental charge and leave it at that. Anyone have any ideas? Is there a way I can make any sort of headway with this? It's so frustrating!!

Thanks in advance...if anyone knows of a shortcut to get through to someone genuinely helpful I'd really appreciate it!
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