BT are driving me mad!

eggchick64

We moved out of our rented accommodation almost 2 months ago. BT cancelled our line as requested, and, after longer than all other utility companies emailed us our "final bill." I called up immediately and spoke to someone in their indian call center to query the name on my account. I got married 10 months prior and had changed the name on my online account, but they still kept refering to me by my maiden name. they explained that changing my name on the account didn't actually change the account name (go figure). He told me he'd rectified the situation and the refund cheque would come in my new name.

A week later and the cheque arrives...in my maiden name. I call BT again and spoke to Johti (again in India) who tells me they'll draw up another cheque and i should recieve it in 7/10 days.

7 days later, nothing, so i phone again and Vikas (again India) tells me that i need to be patient and wait another 4/5 days.

5 days later, still no cheque!! I've emailed a complaint as it's been 2 months since i moved out of my flat now and £50 isn't an insubstantial sum to me. I've lost 2 months of interest and seem no closer to getting anywhere...what with having to wait 2 weeks between communication only to realise i still haven't got anywhere.

Does anyone know how i can contact anyone in England to talk to, or the best person to complain to? I can't believe they're allowed to do business like this. how many people don't chase up their money leaving BT with a tidy profit they don't deserve?!

Heinz

http://bt.custhelp.com/app/contact_email/c/4950

eggchick64

Thanks for the quick response Heinz although that appears to be a broadband specific page. I emailed them a couple of days ago but haven't heard anything yet and their automatic response is very unspecific about contacting me "as soon as possible", i certainly hope this isn't another 7/10 working days. Think i'll go and look up FSA regulations on complaint procedures. always good to be ready for it!

Heinz

That's the 'anything' webmail page BT Company Representatives offer on here.

Anyway, if you get nowhere in a couple of days, you can usually speed things up by going to the top.

BT's CEO is contactable by email - [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]

eggchick64

Ooh that's excellent, straight to the top. I'll give them a couple of days to respond to my email and if i don't hear anything i'll try that route.

Thank you!!

BT_company_representative

Hi Eggchick64,

I am sorry to hear about the problems you have had in getting that cheque sent out in the right name. I should be able to help you with this. Please could you send me your details using the link below?

http://bt.custhelp.com/app/contact_email/c/4950

Please make sure to include a link to this thread.

Thanks

Paddy,

wolvesinwales

BT_company_representative wrote: »

Hi Eggchick64,

I am sorry to hear about the problems you have had in getting that cheque sent out in the right name. I should be able to help you with this. Please could you send me your details using the link below?

http://bt.custhelp.com/app/contact_email/c/4950

Please make sure to include a link to this thread.

Thanks

Paddy,

What's this then ? a special form for people who might be getting too noisy about your terrible service ? :cool:

eggchick64

Hi Paddy,

THanks for your response. I have sent my details over on the link you provided. If you can be of any help I would be most greatful...as i'm nearing the end of my tether and regretfully will only have to work my way up the ladder if it doesn't get sorted out.

I also must say i love the bit of customer service when someone said "if you hadn't cancelled your direct debit we could have just transferred the money back to you" despite one of BTs staff doing it for me on the phone...and not once mentioning this to me!

To anyone else reading this...I'll report back when there's a successful outcome, or more grief!

ACDeag

wolvesinwales wrote: »

What's this then ? a special form for people who might be getting too noisy about your terrible service ? :cool:

You never get to hear about how BT resolved issues as they always take them offline.

diamonds

as do all others.....

cruesfan

I'm having problems with BT Infinity. Engineer called on Friday and set everything up. Connection and speed haven't caused any problems, but for some reason BT cannot close my order.

As a result I can't use my new btinternet.com email address or download bt netprotectplus. BT Customer Services have informed me that it will be next Monday before the issue can be rectified.

Having moved back to BT from Talktalk because of poor service issues, I have to say that first impressions of BT have not been great!!