BT complaints

suziel

I cancelled all of my BT services in January when I moved house as I had tried to reduce the costs on my services and found it very difficult to do (but that's another story!) I noticed a payment had been taken from my bank even though I had not received a bill so called BT and was informed that they had only cancelled BT vision and Broadband as my phone line had a different account number I was told my line would be cancelled from that day and after a heated debate and discussion with a team leader I was told that my money would be refunded. I received another bill in April so called again and was told my line had not been cancelled and there was nothing that they could do other than cancel the line from that day. I asked to make a complaint and have someone listen to the recording of my previous calls as there was a record of my calls but no notes. I received no response to my complaint but yet another bill. I used online chat to try and resolve it and asked that my original complaint be looked into. I received a response the next day saying that my bill had been reduced so again I responded asking for my questions to be answered and a refund be granted. I received a further email saying that the bill had been cancelled and I didn't have to pay anything more. I called BT again and asked to be put through to someone who deals with complaints and was told to redial and choose option 5, there is no option 5!!! I have since emailed again and have received no further response.
WHY HAVE A COMPLAINTS PROCEDURE IF IT ISN'T FOLLOWED THIS IS THE WORST SERVICE I HAVE EVER EXPERIENCED AND AFTER GIVING BT 6 YEARS OF BUSINESS I WOULD NEVER MAKE THAT MISTAKE AGAIN!!!!!

pardis

I am BT business customer around 10 years. last year I moved into a new premises after selling my old business. I notified BT. They sent my final bill for old shop to new address and my phone bills for new premises to old address so I did not receive my bills and they disconnected my service without prior notification on 26/05/2011 which was before European final football match, bearing in mind I operate as pizza restaurant food delivery imagine how much loss I had and how many customer I lost during these period. I still have no service as they claim they do not own the numbers any more and its gone to whole seller and it takes time til they have it back.
The staff are not co operative and each time I ring they tell me a different thing, when I say I was told differently by your colleagues they simply say he/she was not aware of the procedure.
I am angry and exhausted of their behavior and service and do not know what to do. The damage they caused to my business is huge and beyond imagination.

BT_company_representative

Hi Suziel,

I would like to take a look at your account to see what is going on with your complaint. Please can you send me in your details using the "contact us" form found in my profile?

@pardis, please can you also send in your details using that link and I will get my colleagues in BT Business to take a look at your complaint.

Cheers

Paddy

Kevin83

BT_company_representative wrote: »

Hi guys,

@ Mikee Diablo and Kevin83 I can't see an email from you there, have you been contacted back yet about this?

@ ...cherry... and FedupPhil if you haven't heard anything back yet get in touch.

Thanks,

Stephanie

Why ask and then ignore my responses?!

Just pretending to care for PR reasons?

Cooler

Just to say I have recently had my broadband and phone restricted for apparent non-payment of a bill that was clearly never received, nor any reminder. No reasonable attempt having been made to inform me of a situation. I tried to get the BT complaints e-mail address from my work PC but I think my employer may be blocking stuff as all I reached was a webpage with a submit button, but nowhere to write anything.

Did anyone get a recent genuine BT complaints e-mail address please ? Thanks in advance.

Heinz

Cooler wrote: »

Did anyone get a recent genuine BT complaints e-mail address please?

They don't offer an email address as such, just a webmail form:

http://bt.custhelp.com/app/contact_email/c/4950

Cooler

Oh great, wrote a quick reply, hit what I thought was the right button, it unexpectedly goes into advanced and throws away all I've written, even a 'back' fails to bring it back. Just not my day.

Cooler

Thanks for your response; unfortunately it is very similar to the one I can not get loaded properly at work.

A webpage offered by BT to those for whom BT have turned off their broadband. How very convenient for them.

I hope I am not being too cynical when I say I suspect it may be a deliberate ploy to avoid receiving genuine complaints.

I guess I'll have to find another avenue then. I certainly have no intention of retyping the whole letter I have composed at a library or Internet cafe. I've been put out enough already.

stantheman48

My phone line was damaged on the 10/5/11 by nextdoor`s builders ( line runs across the scaffolding they put up ). A BT engineer turned up and replaced the cable from my main socket up to the top of my house but was not allowed to climb pole (health & safety reasons ) so he told me a hoist vehicle would come and finish the job. After waiting 3 days i rang the fault reporting line and was told that the job was closed as completed, they put a new job on the system after along and frustrating conversation. As of today i am no nearer to getting a working line/broadband all i get is the joy of complaining to the call centre, calls from the very apologetic but seemingly useless priority care team. BT seems to think its ok to leave their customers without a service for 3 weeks.

Cooler

I'm unsurprised. Any priority for service now seems lost in what must be a drive to increase the bottom line. I suspect it is a case of more "efficiency", more ways to find more profit or farm out tasks to other companies or countries for lower cost, more restrictions on actually providing what is expected as that might cost more. I'm disillusioned with them.