BT mobile complaints

talksalot81

Hi there,

I asked previously without response, so trying again.

Does anyone know who to contact in BT mobile for complaints. The only contact we can get is non native english and they cannot understand what we are saying.

At the moment, BT mobile have taken 5 months worth of contract payment yet have had the phone blocked for all this time. Emails, phone calls and recorded letters have all been passed on, but BT are either unable or unwilling to respond. So where to go? Do we issue small claims court proceedings in order to force them to pay attention?

Thanks

Adam

soolin

This is the address I was using for my complaint:

Complaints Department
BT Mobile
81 Newgate Street
EC1A 7AJ
London

However, it didn't do me any good as they still never responded. In the end it was making me so stressed that I actually gave up. They owe me £29 and the small claims route would have cost me more and I couldn't take the worry of it anymore.

However, I like to think I've cost them more than £29 in lost business, as I know my problems with them have certainly put a few friends and work colleagues off ever touching them with a bargepole.

Soo

UKays_Finest

Wow, I was about to post with a very similar problem.

BT Mobile have continued to draw direct debits for "service charges" since I left them in Oct. 05 and switched to Vodafone. Just about to ring them now as I've just received my Jan 06 bill for the same....no idea why they keep billing me as I'm not using there service, and haven't been doing so for the last 3 months ...Surely, this amounts to theft, does it not?

Anyway, will be cancelling the DD today, altho should have really done this sooner :doh:

soolin

My problem (referred to above) was also for one additional DD payment after the phone was cancelled and the number ported out. However in my case they even sent me an invoice showing a credit to me of £29, and after that would no longer talk to me as I was no longer a customer of theirs. I was told all I had to do was write in and claim my refund, that was last July...I have copies of 11 letters sent to them, as well as phone calls (where they hung up on me as I was not a customer) and emails, none of which solicted a response.

Soo

UKays_Finest

Hi Soolin,

Thanks for the details. I'm sorry to hear about your mistreatment by BT and the way your problem was handled.

In contrast, I've just had a very different experience.
I just got off the phone to BT and its all sorted out (which remains to be seen of course). It was all very straight forward. They apologised and said they'd credit my account for the amount taken in error and would cancel my DD from today. I asked them for all this in writing and they said they'd send the letter first class today. Impressive.

I've had many hassles with BT Mobile before (one of the many reasons for leaving initially), but today was a totally different experience. And I was only on hold for 2 mins max, thats a bloomin record for BT! :T

Hope you have some better luck with BT

Cathi_2

I was thinking of taking up the BT Fusion offer but I'm not sure now after reading these comments about BT Mobile.
Does anyone have anything positive to say about BT Mobile?

Revex

Hi,
I signed up to bt mobile last year and had a few problems in the first few month but they were really helpful in getting them resolved.

Recently there support has been awful and they really dont sound like they want to help. Even the retentions department when I eventually left made no attempt to stop me from leaving.

Just a note though that if you email them via the BT Mobile website you generally get a decent response so maybe try that ?

Im with T-Mobile now and there customer support is fantastic.

-Matt

tobyjug

I have had similar problems with BT and have since stopped the contract. The best way I had of someone actualy sorting my problem out was to phone the help number and ask to be put through to someone with a technical problem Then I was transfered to the Irish based department and they helped me to solve my problem . For general customer services it seems to be an Asian help desk with computer generated answers.