BT complaints

spanbjergvej

I asked for my phone to be disconnected in March 2007 and was told it would be free to reconnect whenever I wanted, wih the same number. In September I asked to have the phone reconnected and after hanging on for nearly an hour 3 times was told I would have to pay £125. No explanation was given. I then emailed BT and was told the same thing with no explanation. I wrote to Mrs Gilian Lewis, (BT customer service director) on 3/11 but have never received any reply. I wrote again to BT on 30/11 to a BT complaints review service which eventually came back as "not known".
On 3/1/08 I sent an email to Ben Verwaayen with a copy of the letter attached, and received a reply a fewe hours later saying: "I will ask our high level complaints team to sort this".
The same day I received the following email:

I am emailing you regarding your recent email to Mr Ben Verwaayen. Mr Verwaayen has asked me to handle your complaint on his behalf until the matter is fully resolved. Firstly, please accept my apologies for the delay in my response and for the inconvenience that this matter is causing.

I would like to confirm that thepolicy on charging to connect ceased lines changed from 01 August 2007. Previously, where the customer had confirmed internal wiring was intact, no connection charges were quoted. This policy was often confusing for customers. Connection charges are now raised for all line provisions. If BT wiring is intact within your home, full connection charges are applied to cover any engineering work that may be necessary, either inside or outside your property.

I am willing to waive the Connection Charge on this occasion, however, if in future you request for your line to be stopped and then re-provided more than 3 months later, then the full Connection Charge of £124.99 inc.VAT will be maintained.

So I got a result in 2 days and even an EXPLANATION, after trying for 4 months! So thanks very much for the information, Heinz.

chezzz

Hi all
Just want to say thanks so much for the info on here - i was pulling my hair out with a BT problem, going round in circles, being passed from department to department and wasting hours on hold! Thought id try the email [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL] as suggested on here and I got a reply from him within less than an hour and a call from a very helpful member of his team an hour later. I actually feel like this might get sorted now, so thanks a lot!

And if anyone else is frustrated with BTs customer service then try this email!

bigoggy

Having had problems with BT since moving home in August and submitted complaint letter to which no reply was received and having submitted email which received an unsatisfactory reply. Used the email suggested [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL]
Email sent Saturday evening, received phone call Monday morning from chairmans office, my complaint has been resolved, they apologised and agreed to cancel my bill

Thank you, don't give up and email Ben!!!!!
:T

BritBrat

Welcome to MSE bigoggy,

Nice, but we tend not to post the Email in open forums as it may get abused and stopped then where would we go when we had a problem that we can't get sorted.

So could you remove the Address, if anyone needs it you could PM them the info.

flix.fire

The number for BT'S High Level Escalation team is 0808 100 4488 (freephone) or fax 01332 577488.Or you can email hleteam@bt.com. They should be able to deal with complaints etc. You could also try ben.verwayyen@bt.com - i got a reply within hours, so it's worth a try! Also, the number for BT complaints is 0800 545458! :rotfl:

flix.fire

I am currently in a dispute with BT over contracts. They say our contract was renewed last year, meaning that we are still in the 12 months, but I didn't otder the re-grade. Anyone know how to deal with this?

MummyOf1_2

Can i just say that there is always people off worse than yourself, BT has millions of customers throughout the UK and only so many people to take the calls, if your not happy with what they are saying on the phone then tell them! There is no point in putting the phone down and not resolving the situation, BT would rather keep their customers than lose them so most advisors should be sympathetic and be on your side to get the matter resolved, if your not happy then tell them, with things like reclaiming charges and so on it can be done but it comes off the next bill etc

3 tips

Always stay calm
Never shout at the advisor (they are human the same as you after all)
Don't swear

and fourthly inhale exhale!

If your severly not happy then ask to speak to the team manager or centre manager and take names and ein numbers that way the advisor dealing can be traced, You can also ask for a copy of your customer notes, sometimes they don't log things so its always better to ask can you tell me what you currently have logged for this issue etc

HTH

Drunkstar

MummyOf1 wrote: »

If your severly not happy then ask to speak to the team manager or centre manager and take names and ein numbers that way the advisor dealing can be traced,

Advisorsarent supposed to give out EIN, so dont bother. Hell we arent supposed to give last names.

andie99uk

I called BT to port my number from Virgin to BT along with option3 Broadband.
I was advised that the service would start on the 21st Feb. The Hub turned up at 4pm with the handset missing, the line is still with virgin as the BT sales department forgot to put an order through for the porting side of the job.
I have E-mailed ben with the following:
Sir,
On the 6th of February I called BT to transfer my Broadband & phone service to BT from Virgin. I asked for Option 3 broadband and a number port of my virgin number. I received letters from BT saying I didn’t need a visit as it could all be done from your end.
Here I am.
No number port order was placed with Virgin.
No handset was ordered for the home hub so I will have to wait for that to arrive (another 5 working days).
I am still with Virgin who are incompetent at every level.
I want to be a BT customer , but get nothing but vapid excuses from EVERYONE who answers the phone, Especially those in your foreign call centres who seem to answer E-mails only at 4.30am (see below)
I will now lose my phone number due to your staff’s inability to do his job correctly. I will have to contact nearly 200 people with a new number.
Its bad enough changing an E-Mail address, but the phone number as well? I had already sent a mail to everyone advising them my address was now ****************** [EMAIL="andie99uk@and"]and[/EMAIL] not my ntlworld address anymore.
All my kit is set up & ready to go. All I need is the phone line. What do you think the chances are of it happening before hell freezes over?
As soon as my 18 month contract is up I will be looking to find another service provider for my phone & internet.
I thought that BT were a competent, professional telecoms supplier. It appears I have been misled.
What do you intend to do about my problem, if anything?
I was thinking about taking up BT Vision as well, but not at £30 connection fee for your staff not to place the order properly…

My account number is:

*******************

Customer Reference number:
***********
________________________________________________________________________
So, I will see if I get anywhere with this & post to let you all know how I get on...

Andie 99

andie99uk

From the man himself:

---

Original Message

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From: ben.verwaayen@bt.com [mailto:ben.verwaayen@bt.com]
Sent: 22 February 2008 13:31
To: £$%^&*&(ntlworld.com; cceo@bt.com
Subject: Re: Bad service when transfering from Virgin to BT

Sorry to see
I will ask our high level complaints team to sort this for you

Ben