BT Complaints Proceure

nooneshuffle

Hi everyone, I am astounded by a recent telephone conversation that I had with BT the other day and I wanted to share. I'm also not 100% on what I do next.

I have an ongoing dispute with BT over them owing me £69 and despite me chasing it for 8 months, they have never sent it. I was offered a paltry £10 compensation but funnily enough this never arrived either. I wrote in demanding the £79 already offered, and further compensation for the days of time I have wasted trying to chase this money.

Anyway, I get a phonecall from a complaints rep in India at first offering me £69. I expain I have already been offered more so he agrees to match it saying that is all I ask for in the letter. It doesn't say this. He offers me £89 in total and I explain I am insulted. He gets my name completely wrong consistently (calling me by my partner's male name), is rude, says he won't consider more, and gets lots of detail wrong from the letter. I say, send me the £89 if that's all you're prepared to do but that I'll be taking the matter further. I ask for his supervisor's name and he tries to sidestep and doesn't want to give it to me, but eventually does, reluctantly. The phonecall ends. But then he calls me back, his attitude has totally changed he has become very apologetic. His English is terrible and he says things like "I'm sorry if I am hurting you with my voice" and then he starts to beg. "Please don't take the matter further, I am begging you, please don't write to my supervisor, I have no authority to offer you more but please don't say you've been unhappy with this call". We've left it that he'll try to come to me within 5 days with a better offer but I am being put over an emotionally charged barrel!

Personally, I think it's disgusting that BT have not looked at the letter and come up with a suitable compensation package to offer me before calling me. At one point the guy said "well, how much do you want?, I responded with a figure but it was clear that he didn't have the authority to grant it. I am angry with BT for putting me in this position. And angry that after 8 months of chasing they have let someone without a firm grasp of english and with little authority try to deal with it. I now don't want to take the matter further because I don't want to cost this poor guy his job, but I also want decent compensation. I am also ambivalent as to whether BT letting poorly trained people do ths job is morally sound or not. It was truly the bizaresst conversation I have ever had.

Any thoughts?

m5rcc

What does one expect from a two-bit organisation? Frustration gets compunded even further when one is passed on to a representative out in another country that does not speak English dialect.

I would simply write one final letter giving them an ultimatum asking for them to compensate you fully within fourteen days or else you will go to forward a formal complaint to Otelo and Ofcom independently and also seek damages via a small claims court. I don't know if it applices with telecommunication companies but cvertainly in the banking industry it costs a bank £400 to reply back to a consumer compaint made to the Financial Ombudsman Service.

Either way, it should be in their best interest not to mess you about any further. I've been currently without a home phone for the past eight days when they decide to chop off my whole line after only asking for a MAC code to switch to o2 Broadband.

BT? Bloody terrible!