BT awful customer service and unexplained charges

Stevehiggs

Hello all,

I have recently come to the end of a 12 month contract with BT which happened to nearly coincide with me moving home. I decided to move providers and put in the order to cancel, which took around 4 phonecalls being told different dates from which I'd be able to do this, taking call reference numbers and then the next call being told that call reference numbers don't exist in BT. There was a two week overlap between me moving to my new address and the first possible cancellation date (without paying £150.00 for equipment) and I could not change my address without automatically signing up for a new 12 month contract so I had to leave an open and unprotected phoneline.

Following this I had an unexpectedly large amount of money taken from my account, so I called to try and find out why. I was on the phone to the call centre for an hour and a half - the lady I was speaking to simply didn't understand my query and just kept trying to get me off the line with 'I will send a bill through the post' - All I wanted was the reason money which I simply can't afford was taken from my account without notification or consent.

After a while of her building frustration that I still wasn't completely informed by the answer she'd given me 15 times already, the line went mysteriously dead.

I called back and received the same treatment - I asked to speak to the supervisor and he told me it was my quarterly bill for line rental (I've always paid monthly with with my TV and Broadband bill) He also told me I haven't really cancelled my contract at all.

I eventually spoke to a UK based call centre who couldn't advise me what the money taken out of my account was for as this wasn't her department but that I had definately cancelled my contract. She cancelled my direct debit and so I waited for explaination to come through the post.

Today I simply got a letter stating that I owed more money with a giroslip to pay with no justification.

I'm sorry for the longwinded story, but I can't face spending another 3 hours explaining my problem over and over and over again and getting absolutely nowhere, does anyone have a way I can speak to someone and get this resolved? I'd write a letter of complaint but I honestly don't think it would ever get to the right place or anyone would care.

I'm with Sky now and the service has been swift, efficiant, free and fantastic, yet I'm still paying more per month for BT - a service which I don't even have anymore.

Help

Heinz

Get your bank to refund the DD (the MUST do that if you tell them to do so).

Then WRITE to BT asking for details of what you owe.

Nich0las

They are terrible. But there is not much you can do with the bigger companies. Smaller companies offer better serivce, it's usualy more expensive though.