BT Bad Customer Service and i got "slammed" BT rep please read and respond

myself321

Hi there

At the beginning of April this year i rung BT ( paying my line rental to bt on option 1 for over 2 yrs ) to move my calls back to option 2 ( free eve/weekend calls on a 12 month contract) at the time i was with Primus getting the Free evening and weekend calls.

April the 11 at aprox 4.45pm. i rung BT cancel the move and wanted to stay as i was.

Then of the 5th August i get a bill from Bt for 69.88

I rung BT and was told they took my calls back on the 21st of April even though i had canceled. when they took my calls back i remained on option 1, the weekend plan.

i had been making my evening and weekend calls thinking they where free but as i had been moved back to bt without my consent, for my calls i was been charged.

after explaining the whole situation to a floor manager he deducted 31.92 from the bill , oh and this includes friends and family mobile pack that some one decided to add , this was going to be removed .

Ater talking to the bt rep i was told everything was sorted i paid the line rental bill of 37.96 and i owed nothing on my account as the 5th Aug. i was on the weekend plan , no contract, no extras .

i then decided to move my line and calls to plusnet which is happening on the 29th of this month.

i get my moving letter from bt

appendix 1 services you wont get from us when you move , unlimited weekend plan, phone line, this info is correct

and appendix 2 said services you will still get from bt and pay for . unlimited eve/weknd plan with renewable contact, friends and family mobile. this info is wrong i am not in contract with bt or on that option

i ring bt up on 21 sept at 0920am was told appendix 2 was wrong and that there should be nothing there, and on their manually system was showing just appendix 1 which is correct ( my online account is showing different, but was told this could not be changed ), i was assured i was on the unlimited weekend plan , no contact and no extras. so when i leave i expect to see a bill for line rental and a couple of calls, as i have not made any chargeable calls since the 5Aug.

i was also told in the same call that the mobile pack still needed to be removed even though this should have been done on the 5th of August.

To the bt rep is it bt policy to take customer calls back even though the customer has canceled the move, and to make things as confusing as possible for your customers?


i would like the bt rep to look at my account and confirm the main points that i am only on ulimited weekend plan , with no extras , or contact, as it seems your system and some staff dont have a clue whats happening at times ?

Regards Mike

myself321

***bump***

BT_company_representative

Hi Mike

Disappointed to read of the problems you have had. I've sent you a pm follow instructions in it and I'll look at the account for you.

Stuart

myself321

Hi Stuart

I have know followed the instructions in your PM, and sent an email with all the relevant information. I look forward to hearing from you shortly.

Regards
Mike

DVardysShadow

myself321 wrote: »

Hi Stuart

I have know followed the instructions in your PM, and sent an email with all the relevant information. I look forward to hearing from you shortly.

Regards
Mike

Sorry to tell you, once you hand your problem over to the BT rep, you will probably be shot. It doesn't solve your problem, but it solves BT's because we never hear from people again after they contact the BT rep.

myself321

you will sure hear from me again to tell of the service good or bad that i get from the bt rep

brewerdave

DVardysShadow - to be fair to the BT reps on this board I had a problem with a nonsensical increase in DD amount - it was sorted within a day by the rep.

DVardysShadow

brewerdave wrote: »

DVardysShadow - to be fair to the BT reps on this board I had a problem with a nonsensical increase in DD amount - it was sorted within a day by the rep.

Mostly, once a BT rep gets hold of it, you never know the outcome one way or another. It just goes silent.

Ubees

DVardysShadow wrote: »

Mostly, once a BT rep gets hold of it, you never know the outcome one way or another. It just goes silent.

To be fair to the BT Reps , i got my problem sorted out within a day of posting on here..

I guess us posters just don't log back on to tell of positive experiences.

We just like to moan

BT_company_representative

Hi Guys

We're here to help, any problems let us know.

Thanks

Stuart

myself321

I Had a call from Stuart regarding my problems he was very polite professional and helpful.

And assured me if i had any more problems he would deal with them personally, just a sham bts general c/s is not as good