BT do not operate or liaise through Money Saving Expert

middenmess

A few months back I sought advice on this forum in relation to an ongoing issue with BT.

I received a reply from xxxxx a BT representative.

The issue has still been ongoing with BT and I quoted the reply and advice that I received from xxxx.

Today I received this from BT...

''The post you have provided below is from Money Saving Expert.com. I have confirmed with several managers that BT do not operate or liaise through Money Saving Expert.

We are unaware of whom has provided the information, but I can confirm the information is incorrect...............We are currently investigating whom has provided this information, and our BT data group have confirmed there is a "xxxxx" within their department.''

Has anybody else had this response from BT and where does that put the ''authorised'' BT representatives on this forum?

Heinz

middenmess wrote: »

A few months back I sought advice on this forum in relation to an ongoing issue with BT.

I received a reply from xxxxx a BT representative.

The issue has still been ongoing with BT and I quoted the reply and advice that I received from xxxx.

Today I received this from BT...

''The post you have provided below is from Money Saving Expert.com. I have confirmed with several managers that BT do not operate or liaise through Money Saving Expert.

We are unaware of whom has provided the information, but I can confirm the information is incorrect...............We are currently investigating whom has provided this information, and our BT data group have confirmed there is a "xxxxx" within their department.''

Has anybody else had this response from BT and where does that put the ''authorised'' BT representatives on this forum?

I assume the xxxxx should read "breach of the Data Protection Act" or "mole" or "spy".

Please confirm which.

middenmess

Heinz wrote: »

I assume the xxxxx should read "breach of the Data Protection Act" or "mole" or "spy".

Please confirm which.

the xxxxx is the name used on the forum by this particular BT rep-I thought it inappropriate to put the actual name as I am of the opinion that xxxxx is in the right here and that possibly the BT manager who emailed me is in the wrong.

I am in email ping pong with the BT manager still so will report as i receive any clarification.

Heinz

If previous experience of BT's management is anything to go by, it's highly likely to be a case of the left hand not knowing what the right hand is doing.

A typical example is the number of times people have tried to get the free installation offer and been told it does not exist despite promises that 'the call centre is well briefed'.

As Martin said in his last update on that very subject:

When BT ran a previous similar offer, there were some reports of people having difficulty getting the deal. BT has assured us the call centre is well briefed so there should be no problems this time.

middenmess

Heinz wrote: »

If previous experience of BT's management is anything to go by, it's highly likely to be a case of the left hand not knowing what the right hand is doing.

I used that exact line in my last email to them so their reply should be interesting!

utilitybroker

The manager in question should be aware that BT have a team of about ten staff at their Enniskillen customer service centre dealing with online residential customer complaints/problems. These are the guys who deal with posts here and on other places like Twitter.

Their e-mail addie is [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL]

Their Twitter page is http://twitter.com/btcare

Former_MSE_Andrea

Hi guys

The BT reps have pointed out this thread and asked if we can pop a quick reply to confirm they're genuine.

All company reps are verified to confirm they do work for the company in question before they're given company rep status, so if the replies you've received are from a BT company rep with their username in purple then they are genuine.

Andrea

middenmess

MSE_Andrea wrote: »

Hi guys

The BT reps have pointed out this thread and asked if we can pop a quick reply to confirm they're genuine.

All company reps are verified to confirm they do work for the company in question before they're given company rep status, so if the replies you've received are from a BT company rep with their username in purple then they are genuine.

Andrea

As I posted earlier,I'm of the opinion that the BT Manager is in error,but it does show how difficult it is for us when trying to deal with BT.

It can prove to be very frustrating and time consuming when they are unaware of their own internal workings.

DVardysShadow

MSE_Andrea wrote: »

Hi guys

The BT reps have pointed out this thread and asked if we can pop a quick reply to confirm they're genuine.

All company reps are verified to confirm they do work for the company in question before they're given company rep status, so if the replies you've received are from a BT company rep with their username in purple then they are genuine.

Andrea

Don't worry Andrea, for me this does not reflect on MSE and I am quite confident you have protocols in place to check out Company reps.

Really, it is down to BT and it shows that it is a company which is completely out of control and out of touch with itself.

BT_company_representative

Hello middenmess,

I do understand your frustration about your BT mobile account. I will be more than happy to try and resolve the problems you are having with your BT Mobile account.

Please can you reply to me via email for the attention of myself to btcare@bt.com with your account details and a contact number to reach you on. In your reply could you also put that you contacted us via Money Saving Expert and please put your username middenmess. This is so we can trace the details of your complaint.

Fionnuala

middenmess

Hi Fionnuala,

Thanks for your posting--email sent to you.