BT don't have time to talk to me???

BT_company_representative

Hi Cloche, I have sent you a PM in relation to this matter.

Regards Rodney

328

BT_company_representative wrote: »

Hi Cloche, I have sent you a PM in relation to this matter.

Regards Rodney

Cloche - it would be interesting to know what Rodney has said to you. At the moment all the "BT company representative" contact that I've had has completely avoided tackling the specific issue of CCA and their activities... Strangely I've had no further response to my escalated complaint to BT either.

Interestingly, BT's published Code of Practice for sales and marketing states that:

"21. If we call you, we will let you know who we are at the
beginning of the call. We will also let you know why we
are calling, and how long we expect the call to last. If
you do not want us to continue, we will of course end the
call immediately. We will also take care not to abuse the
trust of potentially vulnerable customers by making sales
presentations to them."

I'd say that in the call they made to me CCA broke every one of these statements.

The Code of Practice also states that:

"17. We take great care in making sure that we recruit the right
salespeople. In many respects, they are the public face of
BT. It is very important to us that you have confidence in
them, and that they treat you fairly and politely. So, we
take all necessary steps to make sure that our salespeople
are professional, straightforward and trustworthy. When
we allow other companies we work with to promote and sell
our services to you, we make sure that they have the same
qualities. As you would expect, as a minimum we make
thorough checks on everyone who applies to become a
salesperson with us."

...so it should still apply to CCA as much as to BT themselves.

Perhaps today's BT company representative would grace us with a response?

zavid

I just thought I'd add my experience of CCA they have literally rang my house every day for the past two months even though I have been registered with the Telephone Preference Service for over a year. Everyday I tell them a) I have no debt b) I am registered with the TPS and c) Please remove my details from your database and stop ringing me. But still they ring I am now so sick of it as soon as I pick up the phone and they ask for me I say 'that person no longer lives here'......but they still keep ringing!!! Help

BT_company_representative

Hello Zavid, I am sorry to hear of the unwanted sales calls you have been receiving, I have sent you a PM requesting your account details so that I can remove you from our marketing list.

Regards
Anne Louise

328

328 wrote: »

Perhaps today's BT company representative would grace us with a response?

Given that the BT company representative is still reading this thread but choosing not to respond to requests to comment on CCA (even to suggest routes that we can take up our concerns within BT if they themselves are not empowered to do so) it seems reasonable to conclude that BT doesn't really see any issue here beyond removing people from its calling lists.

Says it all really...

Heinz

BT_company_representative wrote: »

I am sorry to hear of the unwanted sales calls you have been receiving, I have sent you a PM requesting your account details so that I can remove you from our marketing list.

OTOH, the use of the word 'our' there is revealing (CCA = BT).

328

Well, I've finally had a response to my attempt to escalate the complaint to BT - it has taken them 7 days to produce the following:

[FONT=&quot]Dear Mr 328,

I am sorry for the delay in responding to your email. I tried calling you this afternoon to discuss the matter but could not manage to reach you. I understand your annoyance with regard to the call that you received from our outbound sales team CCA. I apologise for the way how your call was handled and certainly agree with your dissatisfaction on this regard. I tried to trace the advisor who handled your call but without any success. I would really like to discuss this matter with you, if you could provide me your preferred contact time and number I would be able to contact you and we shall discuss this complaint further.

I await your response.

Thank you for contacting BT

Yours sincerely,

Mr X
Digital Care Supervisor
[/FONT]

So, at last there is some acknowledgment by BT of the existence of CCA, and some indication that BT may actually take some responsibility for what has happened (but maybe I'm counting my chickens on this one...)

Unfortunately, as it's taken them so long to prepare such an in-depth response they've missed their opportunity to speak to me in person as I'm out of the UK on business until December and have no intention of paying out on roaming fees for them to call me... I've asked that they clarify what exactly they'd like to discuss in an email.

I will post any updates if/when I have them.

I should add that I've provided BT with the name of the CCA operator that originally called me, the CCA supervisor that listened to the call and called me back to discuss the operator's behaviour, and the name of the CCA manager that is responsible for the department concerned, along with the time and date that this all happened, so it seems a little bit strange that BT cannot trace the person involved...

oldagetraveller

I've just had a call from 08007 312687 and was told at the outset it was BT? I am not a BT customer at all so it's obvious BT or their outsourced call people don't give a damn about that.
BT cannot therefore say that as a customer they are entitled to call me in spite of being TPS registered. They are surely breaching the DPA when calling me? I was a BT customer and that is probably why the caller had my account number etc. as supplied by BT, he was not prepared to divulge my old account number because of the DPA - that's rich isn't it?!
Thank goodness I'm no longer with them if this is how they treat confidential information which they hold.
I 'phoned BT and was told that because I'm no longer a customer they can do nothing. I've previously requested, when a customer, to not have any marketing or other calls, on more than three occasions. It would appear that those requests have also been ignored.
I'm inclined to report them to the Info. Commissioner, what good that might do or not I don't know.

Eurobird

I have just started receiving these nuisance calls from 08009 889546, in this case offering me BT Broadband.

When my BT account was first opened it was supposedly flagged as 'No Calls'. The number is ex-directory and was registered with TPS many months ago.

Spoke to BT today, they insist the calls are not from them, or anyone acting on their behalf.

Very strange that, as the caller had my full, correct name. Strange because I normally give out a 'disposable' mobile number - the only company that has my name and BT landline number is BT themselves...

I wonder if BT realise what damage this does to them, or indeed whether they actually care.

To me, this is not only very annoying, but if BT are unable to cease these calls it is good reason to terminate my contract with BT.

I note from earlier posts that 'BT company representative' claims to be able to stop these unwanted calls.

Someone here is not being truthful... I'm not yet sure who.

In the meantime the calls will be ignored - however each one drives me one step nearer to terminating the account...


Regards - Eurobird

BT_company_representative

Hello Eurobird,

I can look into the unwanted sales calls you are receiving further, please email your BT account details and Forum name to btcare@bt.com and I will be in touch.

Regards
Anne Louise