My very first vent! And it's directed at BT

Mk14:37

This is a vent with a hope of some useful feedback from more experienced forum members.

I have been with BT for several years now, over 2 years at my present address. About 6 months ago, the name on the bill changed to a completely different and unknown name. I think the first month I didn't even notice; the second I assumed that it was a one-off mistake and the third time I thought I really should do something.

So on receiving January's bill, I called and told them about the problem - the bill is as it should be, but it's in the name of Mr Jones instead of Mr Smith. The SA told me that Mr Jones had moved in to a property with a similar address. He would sort out the name on the bill and I would have a call from BT later that week to confirm. I heard nothing.

I received the next months bill, again addressed to Mr Jones. I spent a good 30 minutes on the phone this time as the SA took a deal longer to work out what had happened (naturally, they of course ask me my name, but address me as Mr Jones. When I point out that I am Mr Smith, they protest "but the computer says you are Mr Jones". Little Britain, anyone?). Again promised that he would sort it and that I would receive a call confirming the change. I heard nothing.

Surprise, surprise, I now have the latest bill addressed to Mr Jones. What a shower of ^^**£rs. But what to do?

It did cross my mind that, as I am paying by direct debit, I could simply stop them as the bill is not addressed to the a/c holder. However, presumably a) I would end up being cut off by BT, which would be a hassle, and b) poor old Mr Jones, who presumably knows nothing about this, could end up with some sort of penalty e.g. bad credit rating, CCJ or similar, through the incompetence of BT.

So. Should I:

a) phone BT again
b) write this time
c) cancel my payments until it's sorted
d) shut up and stop fussing about something that's quite insignificant?

marleyboy

Tell them your intention is now to go to a rival phone company, due to their inability to keep their records in order even when updated (twice), and that if you wished to, you could easily run up a humongous Bill and simply refuse to pay it off, leaving them to chase the ghosts they think own it.

Better still, when you next phone, ask for an O2 sales assistant, pointing out your computer says they are O2.

GEEGEE8

My work has this problem, we are under JJ restaurants or something, even though we have owned the unit since the building was created 5 yrs ago!!

I rang them, wrote to them etc etc.. told them we weren't JJ Restaurants and don't even know who they are!

Nothing is sorted, and I got through the same cr&p every time I need to ring them. I have now resorted to just saying I am ringing from JJ Restaurants lol.

BT is shocking sometimes.. I mean, how many departments do they need to transfer you to, it's a joke.

Hope you get it sorted, but in my experience it will fall on deaf ears.

looby75

I've been having a similar problem trying to get the account changed to my name after ex left 6 years ago.

They say they want £124 from me to change the name on the account as it will then be classed as a new account, even though the only change of details will be changing the account holders name to Mrs W rather than Mr W as is now :wall:

MothballsWallet

Principle 4 of the Data Protection Act states that a company's data must be up to date and accurate - this would especially apply to customer data.

I'd skip BT customer service, write to the top of BT and copy it to the Information Commissioners Office (ICO) as there's a Data Protection Act breach here.

Whatever you do, don't bother with Ofcom as they're more useless than a chocolate fireguard against a flamethrower.

febes

My advice is simple....LEAVE BT.

I say this through bitter experience.

I moved house, and had to contact BT to put a line in my new house. They obliged, and it was agreed that I would pay the installation charge over three months. Well, I got a shock when they tried to take it all out of my account, without even sending me a bill! So I called them, and asked why it was so much, and that I hadn't even received a bill. A couple of days later, I had a bill that said my account was in credit. Then 6 months after, they cut me off. I called them, and gave them my account number, only to find out it was my BB bill (I did wonder, but didn't know the frequency of telephone bills and so I didn't really think much of it! And I thought that the bills were one...). Anyway, I then said that I hadn't received any other bills from them. The SA said that I had received 4, I said that they may have sent them, but I never received them. Then I discovered that they had been sent to the wrong address....my old one! This landed me in debt with them. They agreed it was their error, and we came to an agreement. But after me paying the first month, they more than doubled my next payment! I said I couldn't afford it, and in the end they cut us off and I moved to Sky. We had intended to leave BT when the contract was up, but I never expected to owe them over £500!

BT are stupid and incompetent. I have been with Sky for a few months now, and not had any issues with the bills or anything... well other than realising I need to stop calling mobiles so often!

Mk14:37

Thanks for your replies, and I'm sorry to hear of other negative experiences with BT.

I can't leave them unfortunately as I tied in to a 12 month deal on Broadband (I got the top package for £14.50 after I told them that Talk Talk were offering me a better deal).

I think I'll go with the suggestion to take it to the top, and let you know how it goes!