Awful BT Customer Service and complete ineptitude

aaronfn

I have been a BT customer for over 2 years. During this time I have not wanted or requested to be set up with quarterly billing. Yet 2 years 4 months and 5 complaint letters on I have still just been billed by direct debit on a quarterly basis (charges in advance of course).

In January after not asking for quarterly bills I received a quarterly bill. As the bill was sent in advance I rang BT and cancelled the direct debit on their advice. I then was given to March to settle the bill and told to set up a new monthly direct debit after. I settled the bill then called and explicitly told the advisor I wanted monthly direct debit and explained all the problems I'd had with quarterly bills. I was assured I was set up with a monthly direct debit (though it would not be the exact bill amount as BT unlike all their rivals cannot set up monthly direct debits in this way?).

Earlier this month over £120 was debited from my account. I did not receive e-billing in advance. I also had just reduced my broadband fees from £17 a month to £7.33 a month. They obviously charged me £17x3 until June. I was also charged a £4.50 payment processing fee for cancelling the direct debit on their advice!

I submitted my 5th complaint letter to BT and over a week later I have received nothing. I went to their virtual chat and they confirmed it had been received but no reply had been sent. I was told they would credit the £4.50 fee and also any undue charges would be credited to my account. These incorrect charges were their mistake. I asked for the erroneous charges to be refunded to my account immediately. I was told any incorrect charges could only be credited to my account. For their mistakes I am out of pocket. When one of BT's rivals made a similar mistake they offered me a full refund immediately and gave me £10 off my bill for the next 6 months as a goodwill gesture. There is not even a hint of a sincere apology or attempt to rectify their mistakes. BT is going to credit my account and spread the incorrect over charges over the next 3 months. This has been going on far too long. I will be leaving BT the minute my contract ends and I would warn any other new customers to understand what they are getting themselves into.

debs2327

with out going into same sort of detail we have had the same sort of problem with bt there phones are rubish quality weve had 3 replacements and still not right there hub keeps reseting itself and there mibile phone is poor quality too my h2b has submitted sooo many complaints its the only way we comuntcate with them now lol his last complaint said that he wanted to cancel our contract with no payment due to the all the problems weve had he stated that he wanted it canceling asap so we could go to another provider .... that was nearly 1 month ago and weve had no reply BT CUSTOMER SERVICE IS A COMPLETE JOKE everything they say is soo repetative and i think they enjoy just passing you from person to person just to explain it all again x hope you get sorted xx