BT complaints

DVardysShadow

Mark_In_Hampshire wrote: »

My take on it is slightly different... firstly, no company that regards customer service as a priority, as far as I know, has overseas call centres. That tells you something about the type of companies who use them. ....

I would go along with your analysis. I was only giving my view of the horizontal layer which deals with the customer. You have given a fairly much top to bottom view of how things are, except for the very top.

The level which sets the policy to bully customers into DD is very much out of control, if not in terms of meeting their internal objectives then certainly in terms of dealing with customers honestly, in the same way that the Indian Customer Services is out of control.

What we don't know is whether the very top level are believing that the level below are doing the right thing or whether they are desperately concerned about public perceptions of the business.

I can not see this situation lasting for too many more years and I do wonder whether there is actually a deathwish to bankrupt BT [but not open reach?] in order to escape some serious pension fund liabilities.

Smashr

BT_company_representative wrote: »

Hi Ochloeo, Woowoor75 and Tony Mak

I would like to offer help with your individual cases, can you send an email to the address in my profile and we shall investigate for you.

Please include account information and as much information as possible.

Thanks

Stuart

Hi Stuart I've just emailed you the following and hope you can help resolve my case too:

I have been charged again £17 this month for my BT bill and have been let down by the BT telephone support team who have lied to me time and time again. When I signed up with BT on 24th April 2009 I was sold a line rental at the price of £11.54 a month. Since I signed up I have been over charged at a rate of £12.50 a month (With a initial charge of £25 for the period of 24th April till 1 June 2009) until November 2009. This was explained away because I have paper billing but I never asked for paper billing, in fact I insisted on paperless billing as I deal with all my other utilities online. I also still don’t understand why I was charged £25 for a month and 6 days! In December 2009 my bills went up to £17 a month without any explanation. I have called BT help lines countless times and been promised that this matter would be resolved and that I would receive credit to my bill. However I still received unwanted paper billing saying that I’m in debt to BT! The last time I called I was on the phone for over 2 hours trying to resolve this matter. I spoke to a Scottish lady called Sheila who was utterly confused by the whole matter. She promised again like so many others on the BT helpline to re-credit my account, set my statements to paperless billing and start charging my £11.54 a month. So you can imagine my surprise when I check my bank statement and £17 has been direct debited to BT again this month! I use this line for the Internet only so I don’t want added extras and I never agreed or signed up for anything but a standard line rental of £11.54. I had a lot of ‘One-off charges £3 – BT Answer 1571 low use charge’ on my bill which doesn’t make sense either because I don’t have BT Answer 1571! This charge is also what I perceive as complete theft and a scam to people like the elderly. How can you charge a made up fee for no service. BT needs to get a conscious here as they are ripping people off. It’s a joke; your staff don’t even understand it. To make the matter worse my phone line is currently disconnected and has been since 1st June 2010 due to a fault at the BT exchange centre and so I won’t have an active line till 3rd June at the earliest. I could deal with that but not when I’m being over charged.
By my calculations I should have paid BT:
13(months) x £11.54 = £150.02
+ (£11.54/30) x 6 = £2.30 – cost of 6 days rental (24th April 09 till 30th April 09)
= £152.32

However I have paid:
First payment of £25 (April 24th to 1st June)
6 x £12.50 = £75
7 x £17 = £119
Total Paid to BT = £219

Therefore BT owes me £66.68 and an apology.

urbanangel09

krustychops wrote: »

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

Hello,

I have a problem with BT who will not give me back money they owe me after mis-selling my broadband package. I have been pursuing this since March and it is a substantial amount of money.

I have lodged a formal complaint but to date, have not heard from them. I am extremely disillusioned with the company, having been told different things by everyone I have spoken to (which must be almost the entire offshore call centre by now:rotfl:.)

Can you please tell me where I can find the email for the CEO? Maybe I can get somewhere at the top!

Thanks for any advice!

BT_company_representative

Hi urbanangel09

I can help with this please send an email to the address in my public profile and we can investigate this matter for you.

Please include your account details in the email correspondence.

Thanks

Stuart

urbanangel09

BT_company_representative wrote: »

Hi urbanangel09

I can help with this please send an email to the address in my public profile and we can investigate this matter for you.

Please include your account details in the email correspondence.

Thanks

Stuart

I have sent you an email.

paullyuk

I'm furious with BT.

My broadband was installed along with a new phone line (brand new house) 8 weeks ago but has never been fast (600Kbps - promised 1500Kbps and neighbours are getting 2000Kbps), and it has recently been cutting off randomly. I logged the fault 7 days ago, and I now have a 3rd technician visit arranged. The first one never even happened and I had to chase up why not. The second one the technician partly looked at it and slightly increased the speed but then told me he was away to work on another job (what great customer service) and somebody would be back in touch - they never bothered. Upon calling their useless Indian call centre who didn't care I now have a 3rd appointment booked.

Nobody wants to take ownership of the problem and I'm left getting stressed out while I pay for a poor internet connection.

I've emailed the address in the company rep's profile, I'm not expecting the problem to get fixed anytime soon.

AJS33

I am so glad after reading all the posts that i'm not the only one who is having problems with BT.

I have had the phone put down on me twice.
I have been told 3 times a manager would call me back and that hasn't happened
I have wasted 4 hours trying to get someone to help me
I have spoken to India with a customer service person who just kept reading a script to me.

I can honesly say BT is the worst company every and i wish i had never taken a BT telephone line out with them. all i want to do is cancel and no one will help me. Does anyone know the CEO's email address as i agree with some of the posts he needs to know that he staff are rude, unhelpful, do not keep promises and do not take responsibility for the problem.

Rant over

BT_company_representative

Hi paullyuk and AJS33

I'd like to offer some help on this send me an email to the address in my public profile and we shall investigate further for you.

Cheers

Stuart

garethdavies

I am writing in relation to a recent statement which I have received. To my horror I opened up my credit card statement today to find that BT have charged me and placed a default on my file .On the 20th May 210 I called the BT line for advise on the fastest way to make the payment, I was assured that debit card would be the fastest root.(MAKES SENSE) I paid the credit card bill on the 20th May 2010 for £250 via my debit card, (a debit card payment which took the funds away from my account immediately). Again I must stress I was told that this was something that could be done providing I paid on the card by the 23/05/2010. I was shocked when I saw my statement that you have not only taken my promotional code away from me but you have charged interest and applied a default . I was mortified and called THEIR office immediately. Not only was this stressful enough,BUT my day become more stressful trying to communicate with BT “customer service advisors” . When I initially tried to call and speak to an agent in relation to this matter, I did get though to someone who could hardly speak a word of English and in the end hung up on myself. I refused to call again, so my partner tried with no success.
I would like to stress that I chose BT as I have been a loyal customer for years and honestly thought the service would have been better. I did not make the payment late; I actually paid it 3 working days before as I was advised and by my debit card, so technically you had my funds on the 20/05. If I went in the shop and bought something on my debit card then a store wouldn’t expect me to wait 4 days before I can take the goods home because a debit card is an instant payment which can not be returned. I understand that you have payments processes in place but we phoned up for clarification that we can by by debit card and it will be instant. The excuse that I was told today 11/06 was because I made on the internet – This is a complete farce and I have been mis-lead/mis advised.
I feel strongly that I should not suffer a financial loss because of another colleague’s false/inaccurate information supplied to myself. I was advised wrongly by a member of staff on the 20/05 when I called up at 3:37pm to ensure that I would make the payment on time that, “I was advised it was okay to pay by debit card and it will be there on time”? I was not told at any point during the conversation with the advisor, that if I pay over the internet by debit card then it would not have the same affect.
I am very disappointed and this has caused a lot of stress and sleepless nights. I have never missed a payment in my life and usually pay off the balance in full. We only choose this interest free option after speaking to a sales colleague about our plans to purchase a vehicle, the interest free offer was suggested to us by one of your representatives. I have suffered a financial loss and put under a lot of stress for something which I was not responsible for. I paid by my debit card in advance which I was told this was going to be fine.
I have also spoke to three advisors later this evening and after being cut off again finally managed to speak with a customer service manager David Cox, our conversation was very lengthy. When I asked for the call recordings of my previous calls, he simply replied that not all calls are recorded and they do not have to be, I asked him was our call being recorded and he simply advised No. He tried to offer me a 1% deal which I declines as I feel that I do not or should not have to suffer financially because of someone mis-leading me, He advised that he would escalate it but there was nothing further he could do.
I have req thatBT take the default off my credit file and assure me that I will not be charged any interest, charges or late payments and my interest free promotion is adhered to and still applied as this whole farce is not my fault.
I HAVE BEEN MIS-INFORMED and I paid on the date that was advised to do so ,I should not suffer a financial loss because of this.The customer service at BT is shoddy and Treating Customers Fairley has gone out the window.
i am waiting a reply

jacksback

Does the BT company representative actually bother to reply or is it just pointless emailing?? I have mailed twice and not even received an acknowledgement,, so can't actually see the point in giving the email address out!!