BT complaint..... yet again!

macca2779

Hi,
Before i go into any details regarding my complaint, i would like everyone to know (including the representative) how disgusted i am with BT's customer service!!!
I have recently written to BT regarding my complaint (on 24th April 2010) after numerous calls to their so-called customer service department and speaking to "managers", all of whom have agreed that BT are in the wrong, it will be sorted and i shouldn't worry!!
My complaint is in regard to my usual and regular £12.50 per month line rental bill, that has now jumped up to £380.69!!!
I have gone through this bill line-by-line with BT "managers" on several occasions (during calls that have lasted over 1 hour each time) highlighting every single mistake that has been made by BT. Each time I have had these "managers" agree that the incorrect charges be removed from the bill. During my last call on 17th April myself and the "manager" even broke the bill down to a total of £38.04 (which i paid there and then via debit card) ensuring that my bill would be zeroed. He then said that i will receive a call from them in "a few days time" to confirm that they have been removed........ this has never happened and the bill still remains unchanged, my direct debit has been altered to accommodate this ridiculous amount, and now no-one can respond to my written complaint??

I am now going out of my mind with BT, the call-centres, the so-called managers etc etc. I am hoping that the BT representative picks this thread up and i will gladly go through in detail the corrections required on my bill so i can try and install my faith back into BT!!:mad::mad::mad:

Mark_In_Hampshire

This has all gone wrong because you have dealt with them by phone, although you weren't to know that Never ring BT, always do everything in writing so you have a paper trail if (when) it all falls apart showing you did what you should have done trying to resolve it.

My experience with BT was that it takes 3 to 4 weeks to get a response to a question, so you may still get a reply. Perhaps copy and paste your letter into their online web form and send it that way so they get another copy.

You could cancel the direct debit mandate to prevent huge sums being taken out of your account however if you do that BT have the right (in their terms) to simply cancel your contract and force you to pay termination charges and reconnection charges.

I'm sorry I can't provide you with a clear route to resolving this, you've done everything you should have done, apart from perhaps change provider

BT_company_representative

Hi Macca2779,

It sounds like you have had a real nightmare in trying to get this matter sorted. I can help you with this. Please could you drop me an email with your BT account details a long with a link to this thread? Once I have received those details I will look into this and reply to you directly. My email address can be found by clicking on my profile.

Thanks

Paddy

macca2779

Thankyou for your advice Mark_In_Hampshire, it is greatly appreciated. As you suggest I will be writing in the future. I phoned them so that it I hoped it would get sorted before the direct debit was due.... apparently not!!
I just hope that Paddy "official company rep" can offer some assistance now. (Paddy - I have emailed the necessary to the email shown on the profile)