BT related - I'm at my wit's end

suzzopher

Hi all,

I was wondering if someone could help?

Yet again we've found that BT have messed up our contract - our Monthly Payment Plan has been cancelled without our knowing, we've been charged for Q1 charges as well as Q2 (even if they had previously been cancelled - long story) and basically instead of now being all paid up for what we should be, we're £160odd in debit! We've kept paying the set amount of £30/month for the last 3 months, which has obviously brought the original bill down, but £160odd? We just don't have that kind of disposable income...

We've sent numerous complaint letters to BT asking them to get back to us within 14 days, as well as sending the same letter via email for the previous complaints, and although we got it partially resolved a few months back, when we moved house at the end of that month that they'd sorted everything out for us (once and for all - we hoped!!) it started all over again!!

Unfortunately we're in no position to change our provider as BT are the only ones who provide broadband in our area - Virgin are meant to be coming out to us as of March 2010.

Please help? I honestly don't know what else to do. I've written to them, I've spoken to them on the phone, I've sent copies of the complaint letters to OFCOM, and it's still not resolved.. The recent issue is "currently being escalated" and we will "get a call back within 48 hours" etc etc..

I don't want to have to start spending my hour's lunchbreak on the phone to BT when I can't figure out how to get them to listen to Me!

Thank you! :sad:

utilitybroker

Hopefully one of their helpful reps will be along to offer to assist you shortly.

If you get desperate an e-mail to their Chief Executive Officer ian.livingston<a>bt.com often works wonders.

suzzopher

Hi,

Does that really work then? I didn't realise that we were "allowed" to do that, or that he, indeed, would even bother replying/ reading...

Would it be worthwhile sending him ALL The documentation, or can I just give my account number and he'd be, in theory, able to look up the complaint letter?

Thanks for your quick response!!

utilitybroker

Its worked for a number of people on this site. Just give him brief details including a/c number, and his PA will normally get someone from high level complaints to look into it, and get back to you.

Having said that one of the resident BT reps should be able to get it sorted.

aamuk

utilitybroker wrote: »

Its worked for a number of people on this site. Just give him brief details including a/c number, and his PA will normally get someone from high level complaints to look into it, and get back to you.

Having said that one of the resident BT reps should be able to get it sorted.

Just do as utilitybroker has suggested. Give a brief outline of what has happened, along with your details, and someone from the ceo's office should contact you.

BT_company_representative

Hi suzzopher,

Thanks for the PM, I'm on the case now and I'll be in touch soon

All the best,

Stephanie
BT Support