BT customer service

AfterDark

Had huge problems with there customer service middle of last year, Got in touch with the ELC (high level complaints dept), spoke to a really helpful guy who sorted out all the issues and put some credit on the account as sweetner. Everything was fine again.

Noticed they took there payment at the start of the month, Then spotted they took another payment from me on the 22nd saying that I hadn't payed the other bill that had already been DD'd. Dreaded phoneing them after the problems I had the 1st time, Sure they never let me down.. waited for 30mins to get through to them,spoke to an adviser who was useless and just kept saying i hadn't payed bill 1. Asked for a manager who came on the line said "hold on 1 minute" and the line went dead :mad: Now he was in my account so he had my phone number, expected he would call me back (well never really expected him to but never phoned back incase he did and got the engaged tone).

Decieded to try and email them, not recieved a reply as of yet oh expect the one ring (really one ring not long enough to answer) that my mobile had from an 0800 which turned out to be them.

Really annoyed at the way I've been treated, Will be cancelling my contract as soon as i've done the 12 months with them, would not recommend BT to anybody.

Has anyone else had problems with them ? how did you get it resolved ?

DonnyDave

Do you have the name of the person who was really helpful? (Don't post it if you do have it)

If you do, you could speak to him.

AfterDark

DonnyDave wrote: »

Do you have the name of the person who was really helpful? (Don't post it if you do have it)

If you do, you could speak to him.

Yeah still have all his details, Tryed to get back in touch with him but he's left the company. Really at that point with BT where I just want to cancel and get hell away from them. Contracted till june tho

DonnyDave

E-mail Ian Livingston, the Chief Executive, ian.livingston@bt.com

AfterDark

Thats who I email last year and that guy at ELC dept contacted me, Will try that tatic again. Ideally I would love them to cancel my contract early as there standard helpline has worst customer service I've ever experaniced. Don't really care if i'd pay more with VM and not get free 0845s, There cust care was alot better

coco1980

I got a letter from them on xmas eve saying that as i had ran up a bill of 70.00 (this included my line rental for next 3 months)they wer changing my dd from 18.50 to 49.00 per month, called their call centre and explained that i couldnt afford this could i make a cheaper option guy wa really cheeky to me on phone, wasnt until i threatened to cancel he said if i paid part payment that day i would keep my dd at 18.50, today i checked my statement and they took 49.00 leaving me overdrawn!!!! have called them and person i spoke to said he would refund difference immediatley as he had copy of my last call in front of him. I reckon last guy didnt change it as i shouted at him:o

BT_company_representative

Hi AfterDark, I am very sorry to learn of the problems that you have experienced with BT in relation to the two payments that you made to us in the one month. Please email me your BT details and a link to this thread and I will chase up this matter for you. You can find our email address in our public profile.

Regards Rodney

AfterDark

:j Phoned Bt today, 1st call was shocking to say the least spoke to a normal adviser who wasn't grasping what I was saying then spoke someone claiming to supavisor who was extermely checky and rude. Ended up hanging up and calling again, got through to some one who was very helpfull who attually looked into my query properly and resolved it, spoke to his manager to let him know is that staff member should be rewarded

But it was too late they have agreed to send me a cheque for my overpayments (yes there was more than one) and agreed to cancel my account with out having to pay for the remaining 6/7 months :T Or so they said anyway.... told me my phone would cut out within the next 2 hours.... 4 hours ago. Hope'in it will go off at some point tonight

AfterDark

Great ! phoned them back today as phone still working... to be told they have no notes on the disconnection or cheque.. and thats not the way the would do it blah blah blah basically called me liar, didn't have time to argue with them this morning, so looks like I'll have to call them back tonight, Cannot believe this company :mad: Not even sure who I can complain to about them ? might even just forget phoning them and fire off an email to the ian... address and deal with them via email just so I have a proof of what there saying

Mark_In_Hampshire

Stop phoning. As you can see, it simply does not work.

Write to them.

BT Group plc, BT Centre, 81 Newgate Street, London EC1A 7AJ

BT_company_representative

Hi coco1980, I am very sorry to learn that your MPP was increased and that you have been overdrawn as a result of this. Please email your BT details and a link to this thread and I'll look into this for you.

Regards Rodney