BT Complaint... Advice Please People...

sMARTie

Hi People,

Not sure this is the right place but here goes...

Ive been a BT customer for now about 6 months and the products provided to me have been excellent, phone and broadband they have never been down and the service these products have been excellent.

But about 2 weeks ago I received an email to my BT email account which I don’t use and i happened to check it by the off chance for deal with BT. But to my shock I had received an email from them stating that i had exceeded my usage limit by a couple of GB around 4.5 so they have upgraded my broadband package to option 3 from option 1. With this is called immediately to change it back to which i was told I COULD do but there systems were down and they would call me back within an hour to confirm that i had been down graded to option 1 again. This was a week ago so I called back today to complain about that I had not been called back and they said "Sorry, blah, blah and they will sort it out instantly... so they put me back in the queue for the broadband support" to which I waited 50 mins!!! and had no reply...

So i had to call back again and explain to another person and they did exactly the same and put me back into the automated telephone service which i waited another 20 mins and had no reply AGAIN...

So i thought this is the last time of calling... I got through and explained a third time the story and said that i wanted to speak to someone before you put me back into the automated service. The women on the end of te phone put me on hold while she got someone on broadband support, I was on hold for 30 seconds before she got hold of someone at broadband support (AMAZING considering i was on hold previously for over 1 hour).

I went thought all my questions regarding my speed and allowance and that I wanted to be moved from package 3 back to option 1 and she then stated that it was fine to do it. The support person answered all my questions and was about to change my option back to option 1 and then she said "Oh.. our systems have gone down... Someone will have to call you back within the next hour to change it" that was over 4 hours ago!

I have been given an address to complain to I just wanted to know what would I put in my letter and has anyone else complained to BT before and what was there outcome?

johnofhertford

You describe the situation, concisely, and without ranting. You don't make idle threats.

You make clear the nature of the complaint and, most importantly, what you expect to be done next, e.g. you want to be on option x, and you would like a small credit to your account to cover your inconvenience and the cost of your phone calls to BT (unless they were free). You may not get a credit, but if you don't ask you definitely won't get one.

espresso

I have read your rant a couple of times and I'm not sure exactly what you want to complain about!

You have admitted that you don't bother to check your BT e-mail account, which is the normal method that ISP's use to communicate with their customers.

You have exceeded your option 1 usage allowance, by downloading more than twice the permitted amount for that option, so why do you think that this is the right option for you?

You should monitor your own usage, in order to find the most suitable package for your needs, rather than simple assuming that their cheapest option will be suitable.

Yes you may not have received some phone calls but it seems to me that most of the errors are yours.

PS I do not use BT myself.

mobilegossip

You might have got more response if you had posted in the Internet Access/ Broadband Sub Forum ,not the Landline one.;)

sMARTie

but it isnt a BB issue its a BT CS issue i think..

A_Nice_Englishman

Welcome to the world of 21st century call centre based customer service!

I think the OP's main complaint should be the long hold times and the fact that he was not called back when promised on two occasions. As espreesso says, his failure to read his email can hardly be blamed on BT.

mobilegossip

sMARTie wrote:

but it isnt a BB issue its a BT CS issue i think..

But the product you have an issue with is Broadband. If you have an issue with a company you normally discuss it in the relevant forum.

clark1982

hardly BT's fault if you're exceeding you're usage allowance. They have a right to increase you're package. And no, they won't let you change back, you're oviously not suited to option 1

sMARTie

but im complaining about about the service i have recieved from there CS not the package...

Old_Gold

sMARTie wrote:

but im complaining about about the service i have recieved from there CS not the package...

Aha but you have obviously not realised that today's thinking is the Customer is always wrong.