Disgraceful service from BT at such a difficult time

lynnl

In January 2011 my father sadly and suddenly passed away leaving my mother obviously grief stricken. My father dealt with all the bills for the home via his laptop. My mother does not wish to use a computer and I have been impressed with the various services (Rates,Sky,Gas,Electric etc) for their help to my mother in the changing of account name, sorting out balances and setting up payments for the future. In fact the gas and electric had a dedicated bereavement department and everything has been quickly sorted - apart from BT.

My mother received a letter to say that the account was closed and the bill was not paid and if BT did not hear anything a bill would be sent. So my mother waited for the bill so she could change the name on the account and pay it. Nothing arrived. Getting a bit concerned she called and spent a long time trying to make someone understand she wanted to change the account name (which she managed to do) and that she needed a bill to pay the account. It was promised one would be sent. She then started getting automated calls to say the account was about to be put on redistricted use and every time she called she was told a bill would be sent and not to worry as she wouldn’t be cut off. But she never received a bill that she is desperate to pay.

I took over to help my mother who was very distressed as she had received an automated call to say she was being put on restricted use. I spoke to the call centre on 21/04/2011 who insisted that a bill had been sent and I then realised that they were sending to my dead father’s e-mail account. I told them we had no wish to switch on my father’s laptop, and I didn’t have the passwords anyway to access the account. The person I spoke to said I should try to ’hack into’ the laptop ! I was told my mother would be charged for all these requested bills and also that she would be charged a reconnection charge. I kept telling them, she just wants a paper bill so she can pay you ! After speaking with various other people I supposedly spoke to a manager who promised a paper bill, in my mother’s name be sent to her postal address and I promised when she would pay immediately on receipt. A complaint number ( VOL011-49047476258) and a sincere apology was given and a promise that all would be resolved was given. Her ’cut off’ date was extended. No paper bill arrived. Automated calls again and I spoke to another person on 01/05/2011 who tried to sell me a payment card but I told her my mother just wanted a paper bill to pay in her name. I eventually spoke to someone (I have their names) who promised me my mother would not be cut off, a paper bill would be sent and he would call after 8 days to see that she had received it as he was tracking the complant. Still haven’t got it and this morning my mother informs me that she is now on restricted use ! I feel so sorry for her as all she wants to do is PAY HER BILL !!!!

I have tried to phone BT this morning from my mothers phone and my home phone, but when I input my mothers telephone number the automated service will not allow me to speak to anyone regarding this appalling situation.

I just can't believe it is not possible for my mother not to receive a paper bill, to her postal address so she can just pay her account. She is also concerned that she is going to incurr various other charges now against her account. It is also worth noting that all the other utility bill companies have effortlessly and swiftly changed their bills to a paper version, in my mothers name, allowing my mother to seamlessly take over the payments.

She misses my Dad so much, as I do, and this whole situation is really distressing her. I feel so very sad for her.

Sorry this is so long.

Can anyone give me some help or advice ?

macman

Assuming you know the account number, why don't you just send BT a cheque for the amount owing?-you don't have to get a bill first to do this.
The better procedure might have been to call up after your father's passing and say you (or your mother) were taking over the account, they would then have had to issue a final bill in your father's name for the estate to deal with.
Changing the account name usually means starting a clean account in the new name-the old debt can't just be transferred over.
But of course BT's call centre script readers don't make doing anything a straightforward process.

lynnl

I have updated original post - she did actually manage to change account name

She did call up, she did change it to her name and was assured a bill would be sent to her in her name so she could pay it. That's the trouble, BT kept telling her it was all done, not to worry and its on its way - it just doesn't arrive.

lynnl

We unfortunately do not know the amount to pay as we are waiting to receive the bill that we have been promised numerous times. The account has already been changed into my mothers name

macman

If the account is now in your mother's name and she can pass security on it, then a call to BT should find out the balance on your account, or you can access the account online with the new security info.

lynnl

Its now not that easy -

My mother is elderly and does not use a computer. She changed the name on the account and requested a paper bill to her postal address so she could take over payments. I no the companies are all wanting to go over to paperless but hey ho there are a few I'm sure out there that don't use computers.

I am now concerned that her account is loaded with charges that are not her fault as she has never received a bill to her address.

When we try to call they only want her card details - but she has never seen a bill !

Every other utility has managed to change the accounts to her name, send her a paper bill to her postal address and which has allowed her to set up new DD's - except BT !

macman

Can you not access the online account on her behalf?

Cezzy

Just been reading this with interest as my parents are elderly and feel very sorry for this poor lady. I can't believe BT haven't just sent her a bill in the post so she can pay it.

I am sure lynnl appreciates your help macman :T but what you are saying about going online doesn't really get around the problem as BT will have got out of sending what they promised and lynnl would also always be responsible for receiving this bill online because, I think I'm right here, to view the bill would mean she would have to register with them. She would be stuck looking after what BT should have sorted.

Ive called their call centre before and its a nightmare just to get them to understand you.

I think BT are giving her very bad service. They should send her the bill so she can pay them. Seems like all the other places have managed it.

BT_company_representative

Hi lynnl,

If this hasn't been sorted yet get in touch if you want, I can look into this. You can get our "Contact Us" web form by accessing my profile page.

Thanks,

Stephanie