BT complaints

BT_company_representative

Hi Princess2011,

Welcome to MSE.

If you want I can check your account and see what's going on here. You can email us via our "Contact us" form, which you can get by going to my profile page.

All the best,

Stephanie

lulu22

BT are a nightmare, they have made me so ill with worry. The call centres based abroad are a waste of time, I am beginning to think they are paid a commission on payments they can get out of you during the call, as they seem happy with whatever payment I am prepared to make. I am fed up of their lying and false promises that if I pay their latest demand then that will be the end of the matter. I agreed verbally to a new monthly payment of £23.90 in July as opposed to £110 per quarter previously. However they have not honored their agreement and i have yet to pay what I agreed. I rang today to ask for a cancellation fee and was told £82.82? Another person later told me I need to give a months notice so that amount will increase. Please please help me as I have told them I have a mental illness and any stress makes me worse - when I told them this they suggested i reinstate my direct debits. I cannot risk them taking any morre cash from me.

BT_company_representative

Hi lulu22,

I can look into this for you if you want. Get in touch through the "Contact us" link and we'll get back to you.

All the best,

Stephanie

dmn001

I was stunned today to see a 'one off sales charge' of £75 for my broadband on my bill.

The old contract was ending and BT had new bb packages - (essentially the same as the old ones but with new names). I had spent an hour calling sales department and the person instigated that to make a 'switch' to the new packages I would need to either cancel and resubscribe which would leave me without bb for 5 days or pay a sales charge to switch over. I told him to scratch that - and he forwarded me to the cancellations department. The person there was more helpful - he was able to put the changes into the system in under 10 minutes. I confirmed his name and whether there would be a charge for making the change - he said no. Today I received the bill in the post with the said sales charge. Needless to say I am extremely unhappy with BT's level of service at the moment. I will be phoning on Monday to dispute this charge.


[14/11 2pm - awaiting BT's action to look up their phone records for conversation with D. Witfield - (lack of training is not an excuse for overcharging!) - the phone records will confirm that he said there would be no charge for 'regrading package']
[21/11 1:20pm - just got a call from the social media team escalating and confirming details. - thanks.]
[22/11 2pm - issue resolved - got a call saying a new amended bill will be sent. Thank you everyone from BT for their help in resolving this matter. ]

BT_company_representative

Hi Dmn001,

I'm not so sure what that "one off sales charge" is. I would like to take a look at this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy,

Spamula1

We have had issues with BT for over 3 years now. On moving in 2007, they left us without a phone for a week (not fun at 8+mths pregnant with dodgey mobile coverage!) and then on complaining, they botched/hurried the line connection - which was only done after having to hang on for hours and then go to high level complaint people. So, for a while, all seemed well, I as busy with new baby and it didn't occur to me that we had a problem. A bill was slow to arrive and when it did it took a while for me to notice that it had no calls on it!! And the previous owners number.... We then also had problems with the line. To cut a long story short it took in total 7 HOURS on the phone to BT to get that sorted....Thank goodness for speaker phones and I was feeding our son, so spent a lot of time sitting....

Our next move came in 2009, that was ok - which surprised me...but when we came to move in 2010 (we had had to move to rented to be able to 'get' the next house we wanted) the 'fun started all over again....we set a date and were given new order details the latest time we could cancel. All very pleasant on the phone.There was a problem with our house purchase and we had to cancel the line move so I called - well before the cut off - and was assured that it was OK, when we had a new date just call us etc etc....hope it all goes ok for you etc etc....it was a few days before we noticed that we'd had few calls, like none, and no messages while we were out...worrying in the critical final days of buying a home. A quick call from mobile to landline confirmed the worse. BT had gone and moved the line anyway - to an emtpy house we didn't yet own!! There then began much wrangling and yelling to get them to un-do the mess...which took an age and resulted in us being given a temporary number for a while. Fantastic only nobody knew it, so it wasn't a lot of use!!! More yelling, tearing of hair and knashing of teeth and we got our number back. When we were sure all house purchase problems were fixed, we initiated a new order to move the line and crossed everything and amazingly we had a working phone on the day we moved in.....BT had done something right....or so we thought....a month later we were cut off because they had linked the wrong account(temporary number account, no DD set up) to the right number. Oh and didn't we have fun fixing that mess - AGAIN.

We are now still within the year that BT say you have to stay with them after they move your number and sign you to a new contract. After the final cutting off fiasco I was PROMISED a letter - in writing - that we wouldn't have to honour this and could move without penantly. This has never appeared. So basically I was lied to. I have tried to call the compliant team numbers I was given a few months back and low and behold they are dead.

I want to leave BT, especially as their prices have gone up - we now feel able to try another phone provider.....this could be fun but hopefully not as bad as BT??? but do not want to start another messy dispute/waste hours on the phone to outer-goodness-knows where when I just feel it in my water that they'll slap some fee on the bill and argue that they never said anything about letting us go without an arguement....Any suggestions...anybody?? Or should we just sit the last few months out and then go??? Going on our past history with what I do consider to be the worse company ever for customer service that I've ever dealt with, what would you do??

Idiophreak

Spamula1 wrote: »

I want to leave BT, especially as their prices have gone up - we now feel able to try another phone provider.....this could be fun but hopefully not as bad as BT??? but do not want to start another messy dispute/waste hours on the phone to outer-goodness-knows where when I just feel it in my water that they'll slap some fee on the bill and argue that they never said anything about letting us go without an arguement....Any suggestions...anybody?? Or should we just sit the last few months out and then go??? Going on our past history with what I do consider to be the worse company ever for customer service that I've ever dealt with, what would you do??

Just leave. Yes, they'll probably make up some bogus charges and add them to your final bill...yes, they'll make it as hard as possible for you to leave with their pure incompetence...BUT...they will do that if you wait a few months, too...Dealing with BT's like ripping off a plaster - you're better off just getting the pain over with ASAP.

NERJA_1

I have just come of the phone to BT once again regarding our billing address,we moved house 5mths ago and the bills are still going to the old address despite many e-mails and phone calls,we have been cut of twice and have had reconnection charges added to our bill!!!Have been told today the bill has again been sent to old address i cannot change the details as i am not named on bill although they were happy to set up broadband and new calling plan with me when we first moved has anybody got an e-mail address i can complain to will defo be going back to SKY,sorry for the rant also it is the first time i have posted so i hope this is the right place.Many Thanks

Idiophreak

NERJA_1 wrote: »

has anybody got an e-mail address i can complain to will defo be going back to SKY,sorry for the rant also it is the first time i have posted so i hope this is the right place.Many Thanks

If you look at any of BT Rep's posts on this thread, they tell you how to contact them. They're not better or worse than anyone else you might get through to (or not) at BT.

Personally, I'd save your time and energy and concentrate on getting rid ASAP.

matty2767

I moved suppliers back in October and braced myself for the worse given BTs poor service. Surprisingly it went smoothly until I found out that they still had me down as a customer. I have rung emailed and am now preparing to write to them. What else is there to do?. They have charged me this month for December. They even sent me letters saying sorry I was going, then an email to say welcome back and here is your new account number etc. so now I am being billed for a service I don't have, I just carnt get through to anyone who understands and can seem to sort it out. is it possible for BT to re-sign you as a customer without your permission (like npower were done for a few years back)

Thanks

Matt