BT complaints

HH62

After being a BT customer for over 20 years I've had awful problems with them in the last two years, this last 18 months in particular.

I've got an issue with them now about the amount of my DD. I emailed them using the web form about this in July. I was called back by them and the woman I spoke to assured me that my DD would be lowered immediately. Checked my bank statement in August and this had not been done. Just got my latest bill, am £35 IN CREDIT now and they still want to take £113 a MONTH direct debit. I understand when the DD needs to be raised when I owe them money but as a very light user of the phone (I get phone and BB from them) I am disgusted that now I've sorted out what I owed them they are still taking this much money. My total costs are around £150 a quarter, but as my phone bill had been run up by someone using Premium numbers, my bill in February had been particularly high. As I said, I totally understand why my DD was raised to such a high level back then, to cover back what I owed them. I also made a one off credit card payment of £200 in order to get the amount down.
Also disgusted that they appear to now employ people to tell lies - I was definitely assured my payment was being reduced to £45 a month by the woman who rang me in early July.
I rang them today. Got through to India. Told the guy 'I want to talk to someone about reducing my direct debit amount'. He didn't understand me. When a customer is angry about lack of good customer service the last thing they want to do is speak to someone who can't understand them. This just makes me even more angry that I cant explain the situation to the person who is supposed to me helping me.

I asked him 3 times for the address to write to, in order to escalate my complaint. He wouldn't give it to me. I want to get all of this in writing. I went to the web site and the facility to email via web form appears to have been removed now too. I definitely wrote a letter to complain about something last year, I'm sure the address was in Durham.
If anyone has this address or knows where I can complain with this in writing, I'd appreciate it.

kellyward_2

HH62,

I would highly recommend the following route. If you get no joy, you can then go to Otelo.

Hope this helps :T

kellyward wrote: »

Anyone who needs to complain about BT, I'd say go to Ofcom!! You can call them on 02079813040. (They are really helpful).
It worked for me got through to a UK call centre to a man in High Level Complaints (Ofcom give you a ref and the phone number) and got a callback 2 hours later!
Seems BT listens once you go to a regulator.
Although my issue wasn't resolved in the way I would like, I am now getting a "deadlock" letter so I can go and complain to Otelo.
Personally I think it's the only way to go but then I will not let BT take the "mick" out of me!

BT_company_representative

Hi HH62,

Oh thats not good at all. Please can you PM me with your account number and I will look into this to see if I can reduce your Monthly Payments.

Thanks

Fionnuala

BT Support

synapse321

I called a month earlier (August 2009) to inform you that I did not want to automatically

Renew my anytime plan which finishes mid September.

What I have now found is that the plan has already been auto-renewed a month earlier in August so it finshes in August 2010

And have also been told that I am unable to get the Anytime plan on a month-by-month basis anymore but would have to downgrade to something

like unlimited evening and weekends or continue to be locked into a 12-month contract for Anytime.

I am angry that BT in their wisdom are locking people into long-term contracts whereas previously the customer could choose to leave

for a competitor and also as far as I am concerned my previous 12 month Anytime plan does not expire until September 2009 anyway.

BT_company_representative

hi synapse321

I'm Sorry pm me your account information and I'll see if I can help.

Stuart

FannyHill

These longtime lockin contract deals can't be good for the customer only BT.

OldGreyFox

synapse321 wrote: »

And have also been told that I am unable to get the Anytime plan on a month-by-month basis anymore

Its still available till 27/8/2009.

"The Unlimited Plan is available up until 27th August 2009 to eligible residential customers with no minimum term. Please note, a minimum term of 12 months applies to line rental for new customers and those switching their phone line from another provider, signing up to this calling plan.
The price is £5.95 per month plus line rental, which has a monthly cost of £11.25. The total price you pay is £17.20 per month. "

NEH

OldGreyFox wrote: »

Its still available till 27/8/2009.

"The Unlimited Plan is available up until 27th August 2009 to eligible residential customers with no minimum term. Please note, a minimum term of 12 months applies to line rental for new customers and those switching their phone line from another provider, signing up to this calling plan.
The price is £5.95 per month plus line rental, which has a monthly cost of £11.25. The total price you pay is £17.20 per month. "

and if you add broadband to that package as a new or returning customer the minimum term becomes 18 months...

FannyHill

Tied up like a kipper. :rolleyes:

I once joined an internet provider and after a few months the service started going downhill.It was a years contract and I had to pay a fee to get out of the deal.

Now I go for 30 days notice if possible.

User_name_6

Well i've raised it with BT again for a "48h" callback (last tuesday) - they did call the following day but ignored my comment that I wont be available until after half 5 (some of us do work you know!). (previous page has more details)

in their credit they have tried 3 times, but still not grasped the after half 5 thing, even after I rang on friday eve specifically to highlight this. closest they've got is 4:55. apparently after a week and a half though they are still trying to listen to all my calls... I didn't realise I had to ring them THAT many times that it would take weeks to listen to them lol.

going to see what ofcom say. if they manage to still not master time, then only a couple of weeks and I'll speak to otelo (its now only 8 weeks you have to wait as of tuesday)