BT Nightmare

MadMummyof2

I am having big issues with BT and wonder where I stand and how I go about sorting the mess out.
It started back in Feb of this year. We've had a fax line coming into the house that we haven't used for some time. My husband rung to cancel it and was told it would disconnect in 10-14 days. That afternoon, we discovered they had in fact disconnected our home line by mistake.
So we called to let them know and thats where the problems begin... I will try to keep it brief!
We were reconnected the following morning under a temporary number. 2 days later, they changed the temporary number to another temp one. A week later we got our original number back. They then cancelled the fax line, then reinstalled it, again with a temp number.
In the months since then, we have had a stack of bills coming in and each and every time I have rung BT and said we are not paying it until you sort it all out. Each time I have been 'reassured' they are dealing with the problem. All of the temporary numbers have been billed to us with 3 months advance line rental. So I have now had 3 bills sent to me for £99, £106 and £113, plus some smaller ones.
I photocopied all the bills and sent them to the correspondence centre in Durham, this was only last week, but they have still had time to acknowledge me, if not sort the problem.
I am now receiving letters and automated phone calls from BT saying that if I don't pay these amounts, they will send debt collectors and 'limit my service'
The trouble I am having is that no one will put me through to a manager, or even an English call centre. I think I have spoken to about 30 different agents on this matter, all of whom have assured me the matter is being dealt with. But obviously it is not!
Does anyone know if I can call the Durham centre direct, or if I can email them. I cannot escalate it to the Ombudsmen until I have given BT 8 weeks to reply, but I am worried that in this 8 week period they may send debt collectors round.
Any advice greatly appreciated

iniltous

Sidestep the call centres and email the CEO's office, they have a high level complaints team and seem to get problems resolved without too much hassle, CEO is Ian Livingstone ([EMAIL="I.Livingstone@BT.com"]I.Livingstone@BT.com[/EMAIL]) probably

Mark_In_Hampshire

You won't get anywhere with this one by phone, it's too complicated and it isn't on the script sheet in front of the operator. You need to put it in writing whether email or phone, or you'll simply keep being fobbed off and the line will be cut off - it's cheaper that way than employing competent call centre staff and training them properly.

BT_company_representative

Hi MadMummyof2

This certainly sounds like quite a situation. I would like to offer to have this looked into for you. Can you email me to the address in my public profile and we shall see what we can do for you.

Cheers

Stuart

MadMummyof2

thanks for the replies i will try anything at this stage!

I will message you Stuart, but I have to say of all the agents I have spoken to, no one yet has managed to resolve it. Some of them have even cut me off whilst i've been on hold - I dare say because theyve taken one look at the mess and thought they did not know where to start! We are on the verge of taking our business to Virgin, but I still need to resolve the threats of action being taken against me :eek:

thanks for taking time to reply though

Mupette

MadMummyof2 wrote: »

thanks for the replies i will try anything at this stage!

I will message you Stuart, but I have to say of all the agents I have spoken to, no one yet has managed to resolve it. Some of them have even cut me off whilst i've been on hold - I dare say because theyve taken one look at the mess and thought they did not know where to start! We are on the verge of taking our business to Virgin, but I still need to resolve the threats of action being taken against me :eek:

thanks for taking time to reply though

give him a go, bt sales have been utterly useless for me, but i have to admit bt care have helped me loads and if they stick to their word i will have a phone line installed on the 20th 2 days before i move in, so email them with as much information you ca, including any VOL numbers.

drivenmemad

I've posted elsewhere for BT Representative but nothing so far;thought I'd try again here. I have had a Debt Recovery Unit letter for a bill for alleged calls and have 7 days to pay. I spoke to 1 operator who said he would authorise the waiving of some of the bill but that would be revoked if we persisted in going to the High Level Claims Department. Getting a bit worried now.

MadMummyof2

I have had an email from btcare and they have given me an 'incident number', so hopefully they will resolve it for me soon.
Thanks everyone for all the advice