BT Hell

BexiRuss

Can anyone help me, i have had a ongoing problem with BT since March 08, this is the last letter that i have sent to every board member as i have had no joy with Customer service at all. I am at my wits end and do not know what to do, i have since this letter several debt collectors letters who say they will pass it back to BT.

Dear
My name is Mrs Rebecca Russell and in my desperation I am writing to each of BT’s board members in the hope that I will finally get a sensible and logical response.

Let me explain. Way back in March 2008 on the 18/03/08, I paid a bill to BT via debit card, direct on the telephone, for the amount of £85.13, authorisation code number XXXXXX Even though this bill was paid, BT proceeded to terminate my line. I telephoned customer services to see why my line had been terminated to be informed that my bill was unpaid. After a long and frustrating conversation it was found that the £85.13 had been paid off the wrong account number. BT agreed to deduct the £85.13, the late payment charge and the reconnection fee as it was their mistake. I received my next bill and low and behold the £85.13, late payment charge and the reconnection fee was still there. I again spoke to BT, where I was told they would put a complaint in for me and it would be looked in to. I heard nothing and my next bill arrived, £150.33, still with the previous bill, late payment charge and the reconnection fee there. This continued with all following bills.

On the 9/02/09 I paid £60.33 at the post office, having deducted the earlier charges myself from the 02/08 bill. On the 16/02/09 I received two letters from BT, dated 12/02/09. The first one saying I had not paid my bill and if I had in the last few days please ignore this letter. The second one saying if I did not pay my bill my line would be terminated on the 24/02/09. On the 13/02/09 I found my line terminated yet again. On the 18/02/09 I spent 2 hours on the telephone to BT, I spoke to FOUR different advisors, all with different reasons for termination:
Customer Service 1 – said my bills were not paid.
Customer Service 2 – said unless I could provide proof of payment then there was nothing they could do.
Customer Service 3 – said that I had another account as well, which I hasten to add I only have one line in to my home and that was what the £85.13 had been paid off, even though the account number on the bill was the same number as my other bills.
Customer Service 4 – said that she was extremely sorry (only apology given by staff) but she could not comment on the confusion but the account was CLEAR and there was nothing owing.

I was then told I would have to apply for a new line, which I have done, but I lost my old number and have also been tied to a new 12 month contract.

At least it’s sorted, or so I thought. On the 03/03/09 I received a debt notification for £108.16 from Wescot Credit Services, for the outstanding bill, which was paid on the 18/03/08 and had all the charges still attached. I spoke to Wescot and explained the problem and they said they would go back to BT and sort it out.

I wrote to BT once again, enclosing all the information and authorisation code, and waited for a response. I had one phone call which was a message left for myself to call back, of which I did to be told that BT knew nothing of the telephone call.

I then received a solicitor’s letter demanding payment or they would take me to court. As you can imagine after 12 months of frustration, my nerves are wrecked. I am disabled and have enough to cope with without all this upset that has made me physically ill. I again wrote to BT and the solicitor that you yourselves employed, enclosing the date of payment, the authorisation code and a copy of a Halifax bank statement to prove that the £85.13 had been paid. This had to be the end of it, I had nothing more to show, it cost me £10 to get copies of my statements. I received no response from either BT or the solicitor for my letter and proof of payment.

On Friday 18th September 2009 I received a letter from S C Gray Solicitors Ltd for an unpaid bill to BT for the sum of:
Bill: £129.43
Court Fees: £27
Solicitors Costs: £50
Interest: 85p
Total: £207.28
What will it take to make yourselves and solicitors see that this bill was paid on the 18/03/08? For 18 months I have endured so many letters and failures from BT. I now have a decision to make as of where to go next. Do I go media public with this sham of a company or take on a solicitor myself to sue BT for the complete and utter failure to stand by your code of practice to your customers? Also for the stress and cost caused to myself because of the pure incompetence of your customer service advisors. I have enclosed to yourselves a copy of my bank statement for proof of payment. I want an end put to this mess immediately and I await at least one reply. If you wish to telephone me to discuss this matter further I can be reached on XXXXXXXXXX

Yours

Rebecca Russell

:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

BT_company_representative

Hi BexiRuss,

I'm sorry to learn of the problems you've had with the payment of 85.13GBP that has been carried forward on your bills and which resulted in your line being disconnected. I'll be more than happy to help you get this sorted once and for all. I understand that you were setup with a new account so if you could email me at btcare@bt.com including all account numbers involved I'll be better equipped to investigate this and get your account sorted out. Could you also include the link to this thread in your email so that I can refer back to it and also your forum username.

I'll look forward to hearing from you soon.

All the best,

Robbie

Heinz

Rebecca, your post has me incensed. Please will you post HOW and WHEN BT resolve this catalogue of errors and what compensation (apart from the £10 fee you had to pay to get copy statements) they actually pay you.

Unfortunately, whenever BT company representatives get involved, everything goes 'off board' and we never find out what happens. I'm not asking you to disclose sensitive information but merely to report on how (if) Robbie does, indeed, 'get this sorted once and for all' as he implies he will and if this outrageous tale is satisfactorily resolved.

DVardysShadow

Heinz wrote: »

Rebecca, your post has me incensed. Please will you post HOW and WHEN BT resolve this catalogue of errors and what compensation (apart from the £10 fee you had to pay to get copy statements) they actually pay you.

Unfortunately, whenever BT company representatives get involved, everything goes 'off board' and we never find out what happens. I'm not asking you to disclose sensitive informaion but merely to report on how (if) Robbie does, indeed, 'get this sorted once and for all' as he implies he will and if this outrageous tale is satisfactorily resolved.

Actually, Heinz, I would like to see Robbie post here what the resolution was - as well as Rebecca.

Heinz

DVardysShadow wrote: »

Actually, Heinz, I would like to see Robbie post here what the resolution was - as well as Rebecca.

Robbie would probably just quote the 'private personal account information' defence although the MSE ruling on such matters (see HERE) overrides most of that.

.....we've asked them to ensure, where possible, that they're posting answers directly on the forum so that everyone can get the benefit rather than just one specific person.

newbie1980

hi

saw in the news ages ago that twitter is a good place to get something done

hope u get sorted out

Inspector_Clouseau

newbie1980 wrote: »

hi

saw in the news ages ago that twitter is a good place to get something done

hope u get sorted out

Yes I've seen that too it's twitter.com/btcare best of luck BexiRuss hope you get things sorted and please let us all know the outcome.

BexiRuss

Thanks everyone, i am emailing Robbie but not holding my breath and i will also try the twitter thing, thank you for your support :T

BexiRuss

Ok all,
At 20.00 hrs, i mailed "Robbie from BT" as requested, i now wait and see, will keep you updated,

Bexi

Jemma-T

Terrible story. This sort of things knocks the wind out of me because I realise the stress, time and hassle involved.

I hope the OP posts back with BT's resolution AND details of some form of compensation.

BT_company_representative

Hi BexiRuss, thank you for your email. I have sent you a response. If you need anything else, please do not hesitate to contact me.

Regards
Rodney