BT rip off

chnelomi

Up date in post #5

ok keep it short....November got email saying thank you for renewing your contract your requested equipment is on its way.(broadband).we were in the process of moving home so obviously had not requested contract renewal.tried calling BT that day but after£25 on mobile calling 0800 # waited till next day. eventually several calls and dept transfers later told them no longer wanted line or broadband cancel immediately"no problem" following day got a welcome email so called again no record of previous contact.

Again told them cancel everything had ordered nothing and was moving. 2 days later router delivered. called again sorry for inconvienance system needs time etc. emails fromcustomer service gave cancellation date and ref#. still recieving emails saying thankyou for returning etc. line still active after cancellation date so email again told system catching up engineering fault assured would not be charged.

Got final bill over £250 for cancellation of broadband contract.called and told i had ordered the broadband and would have to pay gave ref for bradband cancellation told i had a ref that was not active must have wrote it down wrong.i hadnt it was from an email from customer services. was told it would be passed for investigation and i would be called back......still waiting.... they are demanding payment and have put charges on top. sent numerous emails just get usual we are dealing with your complaint and will reply.

Not had anything except payment reminders.in my view we cancelled broadband immediately before email stated it would so should not be charged regardless of who ordered it(i assume cooling off period would apply?)and we were not on contract with the phone:mad: . any ideas.

Hungerdunger

You might find you get a better response if you break your posts into concise paragraphs, capitalise the initial letters of sentences and use spaces between sentences. I'm afraid I just got completely bogged down in it halfway through.

dougk_2

My comment is NEVER make/follow up complaints via telephone or email, ALWAYS use good old fashioned written letters.

If you want to cancel something, do it in writing and send via recorded delivery - its chepare than calling from a mobile and probably quicker too.

It also worth noting that you probably signed up to a 12 month automatically renewing contract so check your T&C's of the original contract.

JillyT

Try emailing [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]
He is the CEO at BT. He should respond very quickly and your complaint should be dealt with efficiently.
See other posts under British Telecom where complaints have been resolved once Ian Livingston has been involved.
Mine was resolved in 24hrs of emailing!
Good luck!

chnelomi

On Saturday we got a letter from a debt collection company for the out standing debt, But the bill has been paid it was late, paid in april because of all the carry on (they wanted full payment until feb) took off the cancellation fee but kept their late payment charges on the account so we disputed that if the bill had been correct we would have paid ASAP.

Just after we had paid literally days we got a reminder saying the usual if the debt had recently been paid please ignore etc that was the last we heard so thought it was sorted. So i called BT on sat and they confirmed that we had paid the bill and the account was closed, i asked for confirmation in writing and was told that they could not do that. I paid through the bank so i know it was lol They assured me everything was fine and they would inform the debt company.(told him his assurances weren't worth the paper they were written on:T)

Tonight OH checked his old BT email and their is an email saying ; Dear customer we are sorry but your recent bill payment could not be processed.
It was dated yesterday. So are we in for round 2 with customer services!

Why after all this time are we getting this. any one else experienced this.
The debt company just hummed like they've never heard the old honest this bill is paid.
Any advice on who to write too this time round.
Should i jump straight to Ian Livingston's email above or give customer services time to resolve it first.

chnelomi

Bump

derrick

chnelomi wrote: »

Bump

E-mail Ian Livingston, you are getting nowhere with CS.

Inactive

derrick wrote: »

E-mail Ian Livingston, you are getting nowhere with CS.

Surely that is far too easy, the information is in the post above the OP's.:rolleyes:

chnelomi

i was only after advice. Customer services may see this as i do, as a completely different matter so expect a chance to correct it. Just thought that if someone had been in a similar situation in the past they may have had a better course of action than blindly sending emails to the CEO.

derrick

Inactive wrote: »

Surely that is far too easy, the information is in the post above the OP's.:rolleyes:

Yes I know, but the OP wanted some sort of confirmation, hence their "bump";)

chnelomi wrote: »

i was only after advice. Customer services may see this as i do, as a completely different matter so expect a chance to correct it. Just thought that if someone had been in a similar situation in the past they may have had a better course of action than blindly sending emails to the CEO.

Yes but it works, I did it myself with this CEO a couple of years ago, it was sorted within hours, also others have pointed out to do the same, try it, you have nothing to lose!

Inactive

chnelomi wrote: »

i was only after advice. Customer services may see this as i do, as a completely different matter so expect a chance to correct it. Just thought that if someone had been in a similar situation in the past they may have had a better course of action than blindly sending emails to the CEO.

The CEO obviously will not deal with it himself, however his PA will hand it a section of the company that will deal with it quickly.