Cancelling BT line

glitter123

I was shocked yesterday when I called BT to cancel my MIL's account that they insist on 14 days notice even when someone has passed away. In fact although yesterday was the 10th day of the month the account will continue to be charged until 26th.

Heinz

My experience when my Mother passed away was different. I was advised to take no action until I no longer had use for the telephone in her flat and to then call again so that a 'stop' could be put on the line rather than a full cessation.

When I did so, the stop took place within 2 days and a refund cheque for advance rental already paid was quickly forthcoming (made payable, as I requested, to "the estate of ....").

BT_company_representative

Hi Glitter123

I have to agree with Heinz as his experience is more in line with our policy. I have pm'ed you please reply and I can have this investigated for you further.

Stuart

DVardysShadow

BT_company_representative wrote: »

Hi Glitter123

I have to agree with Heinz as his experience is more in line with our policy. I have pm'ed you please reply and I can have this investigated for you further.

Stuart

Looks like the business is completely out of control and the normal customer services reps do not know how to handle certain issues, preferring to make it up as they go rather than find out. Of course, if you employ the people who conduct your business in India, it does make it much harder to control them and render satisfactory customer service.

But then, business is about making profits rather than about side issues like customer service.

ElaineE_2

I went back to BT last October. Every quarter aince they hav messed up my account. Despite conversations each quarter that cause me much distress and wasted time they NEVER keep to their word and sort out the account. It has cumulated this month with my having the phone cut off twice when the bill was paid in full and the account was at zero in June. Their comment is always that we had a balance in June that wasn't paid - they check and then apologise. I'm then told it takes 24 hoiurs to put the line back on - what?

Today they are due to ring me to discuss the on going problem that only they have caused. True to form they will not ring me and when I call to complain it will take me hours of wasted time being passed from pillar to post and with no positive result. I take names of people who then are not known to other staff. If I am unlucky and hit the Indian call centre I am just replied to with 'much respect and apologies' which is pleasant but does not resolve the problems.


If the BT company representative is still around I am more than happy to discuss my problem with him/her and would like him/her to tell me why I am getting such bad service?

ElaineE_2

I've chased BT as they did not ring back as promised. They think that an apology from someone in India is enough to keep me happy.
What about the time and expence let alone the stress that I ahve each quarter when my bill is messed up or I am cut off without warning as they say I owe money when I dont???

I logged onto BT to read their customer care document - it cannot be accessed!

I rang to speak to the 'lady' ANNA BAGNALL' who promised a call back today with offer of recompense - got put through to India and they deny any offer.

I'm at my wits end over this. Can anyone help?

DVardysShadow

ElaineE wrote: »

I've chased BT as they did not ring back as
I'm at my wits end over this. Can anyone help?

Start your own thread? This one is about glitter123's problem.