Where can I go now to complain about BT?

iscrimger

Okay my patience with BT is really wearing thin.

A simple roundup of my problem. Moved house. No mention of connection charge. Problem with line at new address. Engineer came out and found wrong number assigned stopping line from working. Bill comes through with Connection Charge and I query it as the line was fully connected to BT before I moved in and had only been assigned wrong number - therefore there was no re-connection required.

Eventually got someone to understand and not give me generic connection charge speil and I'm told Charge removed. Weeks later I get a reminder about the full bill with charge. I call again and I'm told I only have to pay £30ish to settle account balance.

Latest bill arrives with charge brought forward and late payment charges.

I contact BT again who are going through the entire connection charge speil and there is a note on my account saying the charges stand despite having been told twice it's been removed. I was on the phone for nearly an hour or over an hour on the 11th and I posted on here with the successful outcome. BT Customer service replied this evening with this....

"I have checked your account and I see the call that you made back on the 10/10/08 at 21.15. This call lasted for 5min and 03sec. I can confirm that there is a note on this contact to say that these charges are correct and need to be maintained. I am sorry about this but the charges are correct and I will be unable to refund them on this occasion. I apologise for any inconvenience caused.

If there is anything else I can help you with, please reply and let me know.

In the near future you will receive a survey in your email from me asking how you felt I personally dealt with your enquiry. If you have a few minutes I would really appreciate your feedback on how I dealt with your email today, the questions relate to me personally but there is also a box for general comments about your experience with BT. I look forward to receiving your feedback and thank you in advance for completing the survey."

Despite having told this man I called on the 11th. I have no replied with an approximate time of when I called on the 11th.

I would like to know who I can complain to now as there is obviously a serious lack of communication and despite being told no charge they are now charging me for not paying the charge!


They now say there is no record of my complaint about the charge?

Mark_In_Hampshire

Pay the undisputed part of the bill only. Then, write to BT at the Newgate Street address, put a CC copy in the post to the Durham one too.

Explain clearly what you want to happen to put the matter right.

Do not telephone them.

Give the date by which you expect the matter to be put right and a new invoice issued after which you will have no option to revert to the regulator. That should provoke some response.

iscrimger

Thanks, If I telephone them I just end up being put on hold, or told the same about the charges will be maintained and there seems to be no give or take. When I question them about what department I originally spoke to about having the charge removed they get a funny and iffy so I'm guessing they are well aware of what I've been told and are now trying to force me to pay.

Last quarter I paid only the undisputed part of the bill as instructed by a member of BT staff. This quarter I plan to do the same. I cancelled my Direct Debit straight after they attempted to bill me £185 in September.

Where can I find these addresses? I searched around and found another thread with an address for the Customer Service Director in Durham?