BT complaints

craig87

HH62 wrote: »

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.

Just call 150 from a BT landline and go through to Billing, and ask for an MPP reassesment. If your account in credit it will be able to bring it right down; especially if you recieve the new BT bills, meaning you've been migrated to the new Geneva Billing system.

Alex_H_2

It's the first time I have signed up to Martin Lewis's website/forum.

I currently run two business's that use BT's phone and broadband services. Without going into too much detail I have made a total of 68 phone calls over the previous 4 months, have had a month without internet or phone access for our studio, and have a mistaken bill here for £500. We have lost potential business worth literally thousands of pounds, and the stress of everything has almost sent me over the edge. Today was the day I received the credit note which was "apparently" supposed to resolve all of these problems. However, yet again another mistake has been made and we received the completely wrong documentation and credit.

So today is the day I have decided to take a stand. I am currently sitting down for a couple of hours writing a formal complaints letter and building my case. I have been researching all of everyones procedures on here, speaking with national newspapers on the matter, and I am also hoping to speak directly with a Watchdog representative on Monday.

I will disclose all of the details and how our case pans out over the next few months as I feel the general public has a right to see the incredibly poor if "non-existant" service that BT as a national company offers.

It's disgusting, and as a successful workaholic doing 20 hour days, this is a matter I am now willing to put the same amount of time and effort into, until it is resolved and we receive compensation.

BT_company_representative

Hi Alex_H,

I can help you with your complaint. Please could you email me your BT account details, along with a link to this thread? My email address can be found by clicking on my profile. Once I have received those details I will get my colleagues at BT Business to take a look at this for you.

Thanks

Paddy

mrsgosling

I am absolutly livid with BT tonight. I had a problem last week where my line was suspended and I wasnt even notified that there was an outstanding balance. It took me 2 days to get everything reinstated after I paid the outstanding £44 then tonight I come home and they have suspended my phone line - the woman on the phone even said there was no readon for it. I said I wanted to complain and she logged it and said that is that but I am still really angry and dont think it has been resolved to my satisfaction. What can I do?

BT_company_representative

Hi mrsgosling

Send me an email to the address in my profile. Please include any relevant information and I will have this investigated.

Stuart

krustychops

krustychops wrote: »

Hi guys
I have been without a line connection since December and i am about to have a breakdown dealing with BT.
I moved into a property in December contacted BT on the 28th December to move accross my number from my previous address. This was fine and this was to be up and running within a few working days. The day we moved in we plugged our telephone into one of the two BT boxes in the house and we had a dialling tone.This line connection never happened and to my surprise no dialing tone anymore!!!
I called back sometime later and spoke to a gentleman who told me that no order was ever placed and so he went to re place an order for me. I was then told that i could not keep my old number due to the exchange area and he gave me a new one and told me i would have a line in 11 working days. In the meantime i recieved a letter on the 1st Feb thanking me for choosing to use BT and that my line would be working on the 16th Feb. I then recieved a letter on 2nd Feb saying Dear occupier someone is trying to take over the line at the property.... Very strange. Aren't i the occupier???
The 16th came and went still no line connection i called up and was passed from pillar to post numerous orders have been placed and cancelled without me being told.
I have been given so much conflicting information from BT my head is in a spin. I have been told by some agents that the previous occupier was with another supplier and then i am being told she was with BT. On saturday i managed to speak to her, she told me that she was with BT and all her bills came from BT. She had cancelled it a while back but never ever used another provider. I have spoken to a line manager who tells me now that i am being charged because there has not been a line working for over 3 months. This again is new to me.
Not only am i without a line for 3 months, i am also being ripped off by BT.
Help me!!!

Hi everyone

After experiencing extremely poor service with BT in the past, I can now say that my issues have now been fully resolved. I did email the CEO's office and got a reply straight away. The gentleman from the chairman’s team who dealt with my complaint was absolutely fantastic from start to finish. Even calling me out of his working hours when I was unavailable during the day. He got me reconnected within a week of my complaint, he got my reconnection fee cancelled and I was also sent £40 M&S vouchers as an apology from the chairman’s team. I can now say that I am very happy with the service I have received and my faith has been restored in BT because if they can train a staff member to be as good as the man who dealt with my complaint then are they doing something right. This is customer service at its best

alrhios

Hi
I have checked through my telephone bills and note that I was charged a new connection fee.
I was told that this would not happen as it was not a new installation.
The engineer came but went away again. My phone rang and it was the engineer from the exchange. He said I was all connected and that he had swapped the number.
He also said there shouldn't be a charge for this as no work was carried out at the property.

The lady who was here before has passed away. Her daughter stopped this line, not disconnected as she new we would want it. She moved next door to number 1. She was also told by BT that there would be no charge to us when we moved in and that is the only reason she moved her number, as she would have had a new number if it meant there would be a charge to us. She shares our annoyance in this matter. The charge was taken in full directly from my bank account.

We all feel that we have been badly mislead and misinformed by BT.
I hope that something can be resolved from this as this is not the first time I have had cause to complain to BT.

matt.taylor1985

Anyone know how long bt care take to reply to an e-mail. I've had an ongoing issue with BT since well into last year trying to get a phonel ine activated and e-mailed them this morning again.

Obviously I don't expect an immedaite response - just an indication of the time frames we're looking at?

guypie333

hi to you all.i live in northern ireland and recently we had a snow storm.my wife was stuck on the glenshane pass due to drifts.she could not contact me as the line was out.i live on a sheep farm in county tyrone.my wife was able to phone my neighbour and he relayed the message to me.i called bt from his address and they said the line was good it must be equipment malfunction.not convinced i rang the following day and was told that there was a line fault and that it would be repaired by friday 5pm the fault occured on tuesday afternoon.this did not happen i called on friday and spoke to the duty manager called scott.he told me that it would take another 7 days to repair.he seemed proffessional and gave me a number to call him regarding service and mentioned compensating me.the no is 01392 212686.please dont phone this no as it rings and goes to fax.so to sum up i had no land line and no broadband for a week.the nearest town is ten miles away so i rely on this service more than most,i bank online and shop online.i pay the same as anyone else yet have to put up with 0.5 line speed.bts attitude to this is just grubby.phone use to rural communities is a neccessity yet the infrastructure is archaic.i have decided to use the time spent on phoning bt to phone its competitors.thanks for reading guy

joegw

Hello,
I have just moved into a flat with a disabled friend of mine. As it's a new build we need to get a phone line put in. I have just ordered one but have been told it won't be installed until the 6th May. I understand this is normal practice but I worry for my friend at home, who needs the internet everyday to communicate.
I asked if anything could be done and BT sales put me through to a service engineer, once the order was processed. I got halfway through what I needed to say, and as soon as i said 'disabled' he put the phone down.
Is this fair practice?

I work full time and can use the internet during the day but I want to get it setup at home asap.

Any advice welcomed.

Thanks,

Joe