BT Complaint

PJB

Hi All

Moved house last month and rang BT and ordered new line and redirect for 1 year.

The day after the new line connected the redirect was not set up so rang to complain and was told that as the line was now cuut off and it would be too difficult, spoke to manager and thay said it would be done in next 24 hours. I then received a call to say my divert had been succesfully set up, i trusted them and did not check.

2 weeks later someone tried to fax me and rang to say the old no was dead. Rang th no and it was so rang BT and the same as above happened. Ask to raise formal complaint and was told i would be contacted.

2 weeks later no still dead so rang to complain again and was told could not be done etc so i explained that i had already been told it could be but was more difficult now, anyway the guy finally said that he had spoken to service and they would arrange for calls to our old no to be diverted to our new new for 1 year free of charge and this would be done within 24 hours.

Guess what, 4 days later and nothing, line still dead. Am thinking of complaining direct to Ofcom, any ideas anyone as just want the calls diverted! The first month being the most ikmportant and the fact that i have had to make 1/2 dozen calls of around 15-30 minutes each i shoud be compensated!

If anyone could advise i would be very grateful.

DVardysShadow

BT. Tell you anything to make you happy, it would seem. But it is too much to do the job they promised to do. No doubt a BT rep will be along soon to sort it out

BT_company_representative

Hi PJB,

(Thanks for the mention DVardysShadow) I just wanted to clarify first of all, are you referring to the Caller Redirect service, where callers to your old number will get a recorded message advising what your new number is?

Or did you ask for Call Diversion (where you can have calls diverted from one number to another)? This will work only if the original number called is still active, and from what I gather you've moved so the old line is now ceased?

If you'd like me to look into this further drop me an email with your details and link to this thread at btcare@bt.com, and I'll take a look at your account.

Thanks,

Stephanie

PJB

DVardysShadow wrote: »

No doubt a BT rep will be along soon to sort it out

Correct! Not the greatest start, asking what i meant when i have put the words redirect then diversion, but lets see!

PJB

No diversion or message!!!:mad:

utilitybroker

Getting your local paper involved seems to work wonders.

http://www.warringtonguardian.co.uk/news/4761412.BT_!!!!_up_blamed_for_callers_not_being_redirected_to_Lymm_roofer/

PJB

Still nout, am getting really annoyed now.:mad:

Giving them till close of play today and contacting Ofcom:money:

PJB

Still nothing from BT, and to add insult to injury they double charged me for the divert that never happened and called me for payment on Friday. I promptly told them i am not paying a penny till this is sorted, they said OK and left it at that Suggests they know how !!!!!! their customer services are!

Didn't get time to report to Ofcom yet and wanted some advice please, so anyone who has any experience or knowledge of dealing with Ofcom and BT please post! Thanks

PJB

Just had a reply:
Response (Donna Doherty)
Dear Mr ######,

Thank you for getting in touch and I am very sorry to hear of the problems hat you have had. I should advise that my colleague called you on Saturday and that I too have called you this afternoon and have been unable to reach you. I have been waiting for information from the supervisor who called you on the 18/11/2009 as according to his notes you were advised that the caller redirect would not work on the old number and that call diversion had been ordered instead and that you were happy with the outcome.

I completely understand how frustrating this has been for you. However I must inform you from the outset that as things stand it is not possible to have caller redirect put on the old number. I appreciate that you have been giving conflicting information in the past but I must make this clear from the beginning. The call diversion which is presently on the new number will only divert calls from the new number and not the old number.

The charges raised on the current bill for call diversion have been removed and in addition to this a further credit of £12.50 was applied as the line was not stopped on the date requested. I understand that you want to get this resolved but the caller redirect was only one aspect of your service with BT. You still have the call diversion service and are still renting your line and making calls. These services have been unaffected and we have removed the charges raised for the faulty caller redirect. The current balance on the account is £68.62. I have given you another 7 days to pay this after which normal follow up will apply. I must advise that where disputes are ongoing only the disputed part of the bill is suspended. The rest of the bill still needs to be paid.

I am very sorry about the problems that you have had with this and as I have said I can appreciate that this is frustrating. With regards to compensation you have received the rental back for the period that the service did not work. Under the terms of our customer service guarantee scheme this is your entitlement and I will not be offering any additional compensation. I can appreciate that you spent time on the phone getting this sorted but we do not compensate customers for their time.

Many Thanks
Donna

WHAT A JOKE!

I have replied with the following:

Dear Donna

Please do not telephone me, i would like all correspondence in writing having been misled at best and lied to at worse on numerous occasions.

On 18/11 i was happy as i was told that the calls to my old no (xxxxxxxx) would be diverted to our new no (xxxxxxxxx) so when someone called the former it would transfer and the latter would ring. Has this happened, NO. So am i happy, NO.

You then state that it is not possible to have caller redirect on the old no, so what will you do? On 18/11 i was told by the assistant, who was speaking directly to an engineer that the above could be done, so why hasn't it?

Also you state that there is a call diversion on the new number, what, why, please explain?

All i want is what SHOULD have been done and has been promised to me in one form or another on 5 or more occasions. Please just sort this and either divert, direct or do whatever so that people who call our old BT no that we held for as many years as i care to remember can continue to speak to us, that's not too much is it?

Further you did not address the escalation of this matter as i would like to refer it to the Ombudsman.

Kind regards


I would be very grateful if any any telecom engineers or anyone with knowledge could tell me if the redirect or anything can be set up. I was previously told that it can be done but would cost bt more money after the line has been cut off.

Thanks in advance

PJB

Cannot believe this, see my latest email to them:
body {margin:8px} .LW-yrriRe {font:normal x-small arial}Dear Donna

Further to my previous email i would like to add that we have now been barred from making calls, even though i explained what had happened to someone who called us last week and they said they would arrange for an amended bill to be sent out, to date this has still not been received. I have called you and now have to wait 24 hours for this to be rectified, they also said i had pay £68.72. But the original bill was for £127.24, minus £58.72 (2 x redirect fees) = £68.62, which is what you state below is the balance on the account. But where is this £12.50 credit you refer to then? Surely this would bring the total owed down to £56.12, no?

Yet another example of the incompetence of BT and their staff.

Kind regards

Ridiculous!

Funny how no BT Rep replies here now hey!!!

BT_company_representative

Hi PJB, I have sent you a reply via email, thanks.

Regards Rodney