Why can't BT answer complaints efficiently?

Babybee23

Hi all!

Bit of a long story but if I don't tell it the situation won't be fully understood.

To start, in March 2007, I transferred over to BT from Orange on a 12 month contract. I rarely use the phone and by June 2008 I had come to realise that I was paying more in charges and line rental than I was for the actual service i.e £30 per quarter for calls and £130 per quarter for everything else. I decided that, as my contract had ended with BT (although it was strange that I had not received anything asking me if I wanted to renew?), I would transfer over to Sky and pay for everything in one bill rather than paying various different companies.
This came at a good time because for some reason BT disconnected my broadband 1 week before my bill was due so I thought that that would be the ideal time to transfer as I would not have to pay 3 months in advance for a broadband service I didn't have and wasn't using.
I contacted BT for a MAC code to enable the transfer and after speaking to 3 different people who kept telling me I was through to the wrong department and they would transfer me, I was put through to a gentleman who said he could give me the code but I had to pay an additional £180 to transfer. I was confused at this because as far as I was aware my contract had ended and didn't understand why I was being asked for an additional 6 months payments for a service they had already disconnected? The conversation continued as follows:
Me: Why?
BT rep: Summat happened in November (quite blunt and abrupt
Me: What happened?
BT rep: I dunno
Me: But it was only a 12 motnh cotract
BT rep: yep
Me: that was originally taken out in March 2007 so that doesn't take it to November 2008
BT rep: Well...summat happened
Me:What happened?
BT rep: I dunno
Me: Surely if you can tel me that 'something' took place on my account, you can tell me what that is?
BT rep: No, system doesn't say
Me: Well can you put through to someone that can?
BT rep: Fine (end of converstion)

I find that quite disgusting for a start at the manner in which I was spoken to, but, after being put through to another rep, I was told that my contact had been renewed in November for a further 12 months. I disputed this as I had not received any verbal or written request to renew or confirmation of renewal that apparently I should have. She assured me that it would be investigated and that I would receive a call in 3-4 working days, that was 11 June 2008.

2 weeks later my line was disconnected even though my broadband had then been transferred to Sky. As I had not received any contact from BT in regards to my contract dispute, I called again and again after speaking with various people in a foreign call centre I was put through to a woman who told me I had to pay the full £180 but that it would be refunded in 3 months? I explained about my complaint but she remained adamant in her reply. I simply said that if they couldn't keep their promise of a call back in 3-4 days, how could they keep a promise of a refund in 3 months? She went silent and I was put on hold. Another person then came on to whom I repeated the conversation and my complaint to with the added line that I didn't think it fair that my line be disconnected whilst I am waiting for my complaint to be resolved. he apologised, re-connected it and said I would get a callback in 3-4 working days (that was June 24th day bill was due).
Another week went by and I received confirmation of my switch over from BT but still no answer to my original complaint. August 2008, I received a letter telling me my contract would be terminated if I didn't pay so I wrote to advise that 1) my contract was already terminated and 2) I am still to receive an answer as to why my contract was renewed without my consent. No reply. 3rd September, I receive another letter advising my contract had now been terminated (remember I spoke about transferring from Orange originally in March 07?) I received a letter from them aswell telling me that my contract had only now been terminated and I had to pay £256 in charges when I called they apologised that BT had failed to contact them when I transferred so they had continued to charge me for the last 18 months or so but neither company had realised or contacted me. They confirmed I didn't have to pay it but I still wasn't impressed. I have since written 3 letters to BT and numerous emails,as I refuse to deal over the phone anymore, and I have yet to receive a reply to my all, they can't confirm why they renewed my contract but they have passed it over to a debt collector who, despite me contacting them to advise the bill is in dispute, is ignoring my correspondence and continuing to send me letters threatening me with court action!
I' m stuck now, I've tried everything I can, all I want is an answer as to why they did that!
Apologies for the rather longwinded essay but the details needed to be there, please can anyone help or advise on what I can do to get this matter cleared up?!

Many thanks in advance

Incisor

There is little hope now, other than to let it go to court, I am sorry to say. These companies no longer operate with any consideration for the truth, only for what their broken computer systems tell them. Keep your documentation, think about what your case will be and ask them right now to send proof of the things they will need to rely on in court. You are right to only proceed in writing. Keep copies of course.

Mac2308

Try phoning (0800) 7318578. Tell them your problems and they should be able to get it sorted before it goes to court.

Babybee23

Thanks for the advice guys, I was hoping it wouldn't go to court but at least if it does it will expose the sham that is their system!
Thanks for the phone number Mac2308, unfortunately, I have used that number before and was told that it would be investigated but that was in June, but if anyones got any address I could write again to I'd be really grateful.
Someone suggested Ofcom? Has anyone been through them before and how do you go about it?

Thanks again guys, just a shame BT can't be as quick to reply!