BT complaints

debtfreelondon

jackthelad wrote:

Why dont you believe what BT are telling you? What proof do you have that its their fault.NONE , another BT knocker.

Please don't insult my posts without having knowledge of my position.

BT have admitted that it is their fault by phone and email yet still don't sort things out.

normanmark

Well they explained they're going through a third party for the contract work. If they say they're waiting on them then theres not a lot they can do

hammy_the_hammer

debtfreelondon wrote:

Please don't insult my posts without having knowledge of my position.

BT have admitted that it is their fault by phone and email yet still don't sort things out.

if you are aware of the facts what is the reason for the delay ? also on what date did the flats start getting occupied ?

debtfreelondon

Thanks to Heinz's post we now have satisfaction. Our complaint is being dealt with personally by someone in BT and our line is now in. They are also dealing with the financial cost of us not having a phone and internet for 2 months (compensation for mobile calls and mobile internet).

Just shows you, go to the top if you can get the name.

easynotec3

Brief History first of all

In May i moved into a flat and as I wanted to have Sky TV installed i had to have a phone line connected (already line etc in property so no connection charges).

In November my tennancy was up and i decided to move out and back into my parents house. Originally i decided to take the phone service with me and have it installed as a 2nd line in my parents.

Phoned BT and as it was classed as a full installation (i.e had to install cables etc) was told it would cost me £129.99 (something like that) which could be split over my next 4 bills and a deposit payable straight away. Gave my debit card details and arranged a time and date for the installation.

After thinking about it I decided that i didn't require the phone line and phoned BT to cancel the installation. I asked if the payment would still be taken off my debit card and was told no (stupidly here i didn't take a name or reference).

Upon checking my bank statement I discover that the debit card payment has been taken-no problem I think, phone BT and get refund.

First spoke to BT on 15/11/2006 and was told that they couldn't see any record of it on their system and that they would look into it and get back to me in 5 working days. 2 weeks later still heard nothing so phone BT again, speak to somebody in an Indian call centre (no prejudices meant here but i can't understand what they say) who stated that they hadn't taken it and that i must have some other BT service (which i know for a fact i havent). After much arguements was finally put through to a supervisor who advised me to put in writing along with a copy of my bank statement showing the payment.

This letter was sent on 4/12/2006. I chased them up by e-mail on 10/1/2007 as i had had no reply and was told that they had received it and were looking into it.

Does anybody know how long these things usually take and am I entitled to any compensation due to a) inconvenience caused by taking the payment when they shouldn't have and b) the length of time it has taken them to sort out the matter?

Apologies for the long post but trying to explain all in one go

DonnyDave

I wrote to BT regarding a broadband complaint. The letter got there on 5 January but I didn't receive any response.

The address given on BT.com for complaints is to Mrs Jillian G Lewis, Customer Services Director, so I decided to email her. I selected the option to get a read receipt, i.e. it sends me an email back to say that it has been viewed/read.

I received the read receipt on Sunday night and received a call from Dawn in customer services on Monday. Yesterday she called me again to explain what had happened. On my email I gave a deadline few days away before I would go to the ombudsman (OTELO).

Are you saying that you don't have an order number for the new line or a letter?

easynotec3

I received an order number etc and the order was cancelled as i wanted. My complaint is that fact that they took the deposit payment for the job that was cancelled when I was told they wouldn't (i didn't get the name and reference of the person who told me they would not take it) and they are now saying they can't find it on their system anywhere despite the reference numbers given

WilfWolf_2

Seems like he has changed his email address, does anyone have an updated one. Many thanks in advance.

normanmark

As far as i can see he hasnt changed it? Unless he's now blocking his address to people outside of the company?

Hazzanet

No, I had a reply from him last Thursday.