BT complaints

jacksback

Thanks Stephanie,, I have received your email and replied to it with all the details and look forward to hearing from you?

The emails were sent to [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL] and as i said I didn't receive any acknowledgement.

Tracey

emmaglet

So sick of dealing with this!

I lived in a house share, we cancelled with BT because we were moving. We were advised that if someone wanted to take the phone line with them, we wouldn't be charged. So we did exactly this. I then received a bill almost a month after we'd moved (thank goodness I took out a Royal Mail redirection or I wouldn't know) with the cancellation charge. Cue a phone call, the operator said it was all fine, they saw what had happened on the account, and the credit would be applied to my house mate's account.

And then I received a "late payment" notice last week. A four letter word then followed by "off" seems to come to mind.

Got on the phone again on Saturday 12th, spoke to a supervisor who assured me he'd look into it and call me in 24 hours.

Today is Wednesday and I've heard nothing.

Have emailed BTcare so let's see if we get anywhere.

DVardysShadow

emmaglet wrote: »

So sick of dealing with this!

I lived in a house share, we cancelled with BT because we were moving. We were advised that if someone wanted to take the phone line with them, we wouldn't be charged. So we did exactly this. I then received a bill almost a month after we'd moved (thank goodness I took out a Royal Mail redirection or I wouldn't know) with the cancellation charge. Cue a phone call, the operator said it was all fine, they saw what had happened on the account, and the credit would be applied to my house mate's account.

And then I received a "late payment" notice last week. A four letter word then followed by "off" seems to come to mind.

Got on the phone again on Saturday 12th, spoke to a supervisor who assured me he'd look into it and call me in 24 hours.

Today is Wednesday and I've heard nothing.

Have emailed BTcare so let's see if we get anywhere.

Don't phone, write to the blighters. You won't get an answer, but if you keep copies, you at least have some ammunition to show that they are taking liberties

brightonman123

does anyone have an email contact for the bods at BT hq..? normal customer service people are useless, and i need to escalate a billing problem..

RobMac

Hi all,

Cheers for this thread as it has provided me with another way to get in contact with BT. I did think it bizarre when the customer services representative informed me that the only way to complain and get the package they offered me was to write to BT. Well the letter will still get posted but I have emailed BTCare as well (is it BTDontCare? Guess I will find out). My tale of BT misadventure is simply that a BT salesman offered me a great £38/month package and then vanished into thin air with an incomplete order in progress and BT not wanting to honour half of it and charge me more. 57 minutes of fighting on the phone and supervisors got me most of it but not all. With a half baked sorry from a few customer services people. But hey, someone had to take tiscali's place of providing the worst customer service possible

RobMac

I guessed it was too good to be true. That a BT rep would monitor these forums and actually reply. I should have expected to be ignored, after all I am paying my bills, so they get their money. Worth a try.

jacksback

Just to let you know,, BT telephoned me because of my post on here so they do read them,, still in the middle of sorting it out,, very confusing they say they are not supplying my broadband and I say that they are,, someone is cos I'm using it!!!

Robmac,, I had the same as you with the incredible vanishing salesman!! Why do they do that?? I emailed him AGAIN and asked was that what he was paid to do?? Ignore me?? No reply anyway.

emmaglet

Still no reply received from my email 3 days ago. I know it was *only* 3 days ago, but I would have thought I'd received some sort of response.

Sammmy_2

Hi My problem started may 12th 2010 i contacted bt regarding my bill and i was shocked to discover i have been paying for two phone lines for over 9months one line i did not order The person who i spoke to said he would sort it out as bt now owed me £152.50 he said my bill was clear and was going to send £102 in a cheque to me and the rest was going on my next bill.

I asked if he could put it on my broadband bill and he said no.
On the morning of the 21st may i needed to use my phone and was horrified to find bt had disconnected my service.for what reason none you own me money but my service was disconnected.

I ring bt to be told by a member of staff named Brovin that there was no record of the compensation and the extra line i have been paying for was orderd in may 2009 i explained to him i wasn't even in the property until september.
He told me it was my fault and he couldn't find anything.

I put the phone down and tried to ring your office only to be put through to normal bt.
I then spoke to Akash who saw about the compensation and told me my phone service shouldn't have been disconnected which i know already and he sent a message to get my service put back on and also sent a message to the person who was ment to be dealing with this as he hadnt even sorted anything out.

Then on the 2nd june i send anoth letter to the chairmans office please find bellow.

Dear Mr Livingstone
Im still having problems my phone line yet again is not working im unable to make calls ,
This has been going on for a while now,
Can someone contact me please i spoke to one of your team members called mark but i cant get hold of him now.
Thank you

Then again on the 9th of june

Dear Mr Livingstone
Im still experiencing Problems with my service being disconnected twice by bt through there fault and not mine,Waiting in for engineers to show up and they don't come until a day later. One of your staff members who has had my case since the 25th of may and the problem is not not sorted out..I then have to wait 15 days for one of your staff to deal with the matter.

and i was told on the 14 of june the matter was sorted out by a member of the chairmans office,

But no this morning i receive the credit letter for the second line i didn't order and a bill saying i owe £27 please pay by 25th of june
i ringt bt to order called id and the block to stop bogus company's calling only to be told i cant order as my line has been fully restricted.

So i write another letter to the chairmans office

Dear Mr Livingstone
Yet again im having to contact you regarding my service I received a credit today on my account FOR £76.25 I have only just recieved this credit after waiting a month for bt to sort out the problems.I try and make a call today and yet again my service has been restricted for the 3rd time in a month when i was told by someone in your office it wouldn't be.Im not happy at all with this and that my line yet again has been restricted.
I was someone to contact me who will sort this problem out once and for all.
My patience is wearing thin with the service bt is providing at the moment i just want to be able to use my phone and braodband service.

Conclusion am i thinking of changing service providers yes ,As all bt have caused me is nothing but grief.

Mike_Samuel

garethdavies wrote: »

Hi Stephanie
No and i havent slept all weekend, i have never missed a paymeny in my life and now because of wrong, incompetiant advise from a bt member if staff i have . I have emailed several people and not one reply i even got a out of office friday for Shirley Mackie, which advised me that she was in today - i got home from work this eveining and no reply so i emailed her again and guess what shr has gone home for day!!!

I have had direct contact with Shirley MacKie and she was as useless as was the rest of BT so call executive help, she paid lipservice to any question, admitted she would "wait and see what happens" (nothing happened which was infuriating) and her attitude was absolutely dreadfull. I ended up at the Ombudsman and got ALL my money back from BT.
Mike