BT complaints

BT_company_representative

Hi Ada Doom, Is there anything we can do to help you? If so please send an email to [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL] or alternatively you can send me a PM. Thanks Natasha

sara539

Ada_Doom wrote: »

This is the worst service ever, am still waiting for a call from the elusive resolution team.

Sigh.......

well good luck cos they never phoned me!

i honestly believe advisers just read set phrases from a screen. if i have to listen to 'it's a problem with the exchange' one more time i'll scream. loud!

the best ever was the manager who told me my order had 'got stuck'. it beggars belief it really does.

choille

Wait until you start getting told your complaint is being escalated - that happened to me for 3 months!

SouthBB

Hi Everyone, Has anybody had problems with the quoted BT site prices which include vat, as does this site when comparing, and their actual bill? I am paperless billing & direct debit customer, who recently received a BT call to notify me that my Broadband would be £12.75 now instead of £14.93 if I renewed contract (been with BT now 3 years) I agreed, so checked my bill, downloading all details. Yes, is now £12.75 without vat - no different!
I then commenced to check prices on this site and pressed the link to BT site. The BT site quotes "prices listed include vat". The telephone line is £11.25 plus Unlimited Anytime package £4.95 = £16.20 great! However the summary shows a total of £29.03 plus calls less paperless bill discount plus vat. Meaning I have paid vat twice on the rental package excluding broadband. Looking back this has been an ongoing thing. I telephoned the BT accounts and it took several times to reiterate that vat was already included on the package rental but charged again. Finally operator has agreed to reimburse overcharged vat for the last year with credit to my account next bill.
How many people are being double charged I wonder? Or is it just me for failing to download and check the details.?

sara539

I have to report that I have received a response to my letter and I've been promised a credit for the mobile calls I made.

Seeing is believing, I will wait for my first bill and the activation of my Vision before I am convinced that my account is finally in order.

But I did get a quick response and that is more than I expected.

Today I also received a circular letter, in my previous name, to my previous address, offering me Broadband - !!!!!!!!!!!!!!!!!!!!!?!!!!!!!!!!!!!!!!!!

BT_company_representative

Hi SouthBB, I have sent you a PM containing some information and look forward to hearing from you.

digthewell

digthewell wrote: »

I can now confirm that my daughter had a phone call from BT, and a number of points were agreed:

1 There would be no more charges related to BT Vision
2 The three accounts could not be amalgamated for some reason. (I don't understand why you treat customers differently on this. I received one bill from BT for my phone and broadband, yet you cannot do this for my daughter. As I mentioned before, your strap line "Bringing it all together" just isn't appropriate.
3 The latest Broadband bill was credited back on the same day, but this is not shown on the current bill, resulting in further confusion. Although this credit was done on 10 Feb 2009 it has not gone through your systrem, and BT agreed to do this again.
4 For some unexplained reason, the previous contract at her old address was not moved over to her new address. My guess is this was to impose a new 12 month agreement rather than the balance of the old contract. This means that the phone line contract ends in October 2009, but the Broadband contract ends on 9 July 2009, again very confusing.
5 Bills will still continue to arrive on different dates, Broadband on 7th and phone on 13th. This presumably suits BT's systems but is very confusing to the customer.
6 The average bill being debited is higher than current spend rate. We asked for this to be reduced to an actual level of spend.
7 We explained that all this was extremely confusing, and BT have a very confusing customer interface with no consistency of who to deal with, multiple accounts, where one would suffice, and different billing and contract end dates, with none of this in writing. We requested that all of this be put in writing so there is a record of what BT have promised to do, to avoid contradiction as has happened on numerous previous ocassions.

Until we see this written confirmation and billing appearing as agreed, we cannot confirm the matter resolved.

digthewell

Despite a further 5 months, this issue has yet to be resolved. It was referred to Otello who found against BT. BT refused to accept the result and submitted further evidence, which they have not shared with me. Otello rejected this evidence and again insisted BT pay £40 compensation to my daugther within 28 days. They have failed to pay after one month. Draw you own conclusions about the behaviour of this company towards its customers.

izzybatty

Hi - sorry for the length of this email but I am now at a loss as to what to do and who to believe.

Last Wednesday we received a very very overdue letter (postal problems) stating that we had an outstanding amount owing on our bill and would be disconnected if this wasn't paid. I rang the billing team and explained I needed to check the bank account and would get back asap to pay the £95 outstanding. An hour later after I had been to the bank I called back - to be told that the service had now been terminated and we would not be able to pay the outstanding amount until the final bill was generated. I requested a manager call back - he called 2 hours later, apologised and said that our bill would be ready within 24/48 hours and we could pay then and get service reinstated.
Called BT Thursday to be told this was incorrect and we would have to wait until the final bill was generated - or pay £276 (overdue amount plus next three months charges) and then still have to wait. Requested a manager call back due to completely differing advice. No one bothered.
Friday - steeled myself for another round of calls - very very rude customer service operative told me no manager callback had been requested and that I was lying. Hung up before I spontaneously combusted with fury. Called back and got another customer service lady who sounded too good to be true with the help she offered - and guess what - she was. She said she would accept half of the £276 payment, have our services re-connected with 4 days and arrange for the balance to be taken in direct debits. Gave her my card details. She promised a call back. Nothing happened.
Ruined my Sunday by ringing again to see what was going on - no one knew who this person who promised to sort the problem was and there were no notes whatsoever regarding my card details. Ended call and phoned the bank to put a stop on my account as the worrying fact I had given my card details so easily to someone who hadn't recorded this fact was too much. Promised a call back after someone had listened to the call. Sod all as usual. One last attempt - spoke to the most supercilious, rudest manager I have ever come across, who just couldn't be bothered to listen to the call and really couldn't care less.
Does anyone at this company give a damn?? I have been out today and bought a wireless dongle for internet access - stuff BT and their appalling customer service.

Melanie - a very irate ex customer of BT

choille

I couldn't agree more. They are so rude & what is more they don't care. I wasted so much time & have not got anywhere & am not with Otelo either. They get away with it.

BT_company_representative

Hi izzybatty,

I am sorry for all the problems you have had in regards to your services being cut off and subsequent calls to our customer services team. I would be happy to look into your account and sort out these problems for you. All I need is your account details, you can send these to me via email to btcare@bt.com. Please also include a link to this page so I can quickly locate your post.Or if you prefer you can send me a PM via this site.

Regards,
Keith