BT Broadband £50 cashback - problems

mr_rush

I signed up to BT BB in September and applied for £50 cashback. Received an email from BT saying the cheque would be issued within 28 days. 3 months later, still waiting for the cheque.

Complained to customer services 3 weeks ago - they are still dragging their feet and refusing to say when the cheque will finally be issued.

Actually, this is the latest in a long line of problems I've had with BT - not sending out the broadband phone, not connecting to broadband voice, having to resend a new BT hub, line down for several days, overcharging on my bill....

Any ideas on what to do and how to get some serious compensation?
thanks

kellyp

Keep pestering them - I had the same problem, and I stayed on the phone until they sorted it out - they dont bother to respond to emails - just phone them. Annoying to be put on a hold for a bit, but worth it for your £50!!

marcellep

I am sure this info will help you

http://www.btplc.com/Thegroup/Regulatoryinformation/Codeofpractice/Consumercodeofpractice/Howtocontactus/Howtocontactus.htm

If you are not happy with the service you're getting
We are committed to providing the best communications service in the world. Despite our best efforts, things can go wrong. When they do, we want to know so we can put them right as quickly as possible.

If you are a residential customer and your complaint is about sales, a bill or general matters, please phone 0800 800 150 between 8am and 8pm, Monday to Saturday. If the complaint is about repairing a fault, please phone 0800 800 151. This line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you are still on the line.

If you are a business customer and your complaint is about sales or services, please phone 0800 400 400 between 8am and 6pm, Monday to Saturday. If your complaint is about a bill, please phone 0800 800 156 between 8am and 6pm, Monday to Saturday. If the complaint is about repairing a fault, please phone 0800 800 154. The line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you are still on the line.

If you would like to make a complaint about a BT payphone, please phone 0800 661 610.
If you prefer to put your complaint in writing, please address it to:

Customer Service Manager
BT Customer Correspondence Centre
Durham
DH98 1BT.

We will normally respond to your letter by phone but will gladly confirm any particular points in writing, if you prefer.

We aim to deal with the problem to your satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during your phone call. If this is not possible, we will agree a course of action with you. Complaints about a bill may take longer to put right. If you are not happy with how we have handled your complaint, please ask to speak to the manager. He or she will review your complaint and will work with you to try and sort out the problem. If, after contacting the manager, you feel that we have not dealt with your complaint properly, please ask for your case to be reviewed by a more senior manager.
If you are still not satisfied with how we have dealt with your complaint, we offer a Complaint Review Service. You can contact this service on the following numbers.

Residential customers - 0800 545 458

Business customers - 0800 555 257

Payphone customers - 0800 252 745

If you prefer, you can write to our Complaint Review Service. Please phone the appropriate number for the address.

If you are still not happy
We want to try and deal with any problem without you needing help from others. However, if you are still not happy after following the process explained above, you can refer your complaint to the Telecommunications Ombudsman, Otelo.

Otelo
Otelo provides an independent service for dealing with the problems of customers who are not satisfied with the final outcome of their complaints (called 'alternative dispute resolution'). We will have explained the final outcome in a 'deadlock' letter, which we send once a complaint has been through our complaint process. Otelo can investigate either at this point or if you are not satisfied 12 weeks after making your complaint. Otelo may be able to award compensation.
The following kinds of disputes can go to Otelo.

Problems with most products and services that we offer to residential customers and small businesses.

Problems with products and services for disabled people, including free directory enquiries, access to the TextDirect textphone service, and Typetalk.

If you want to complain to Otelo, you must do so within six months of receiving the 'deadlock' letter. If we haven't sent you a 'deadlock' letter, you must contact Otelo within nine months of making your complaint to us.
See 'Some other useful contacts' for Otelo's contact details.

Complaints about premium-rate services

What we can do for you
Provide information on general questions about premium-rate services.

Deal with number-checking requests through the facilities provided on the ICSTIS website at https://www.icstis.org.uk.

If available, provide details of the service provider for the premium-rate service number so that you can contact them direct for a refund.

Provide information about the prices for calls to any premium-rate service number on our network.

Provide basic information about how premium-rate services work, including whether the calls in question were on our own network or on the network of another provider, together with a basic explanation of how share charges.

Provide information about how you can bar calls to all or specific premium-rate numbers from your phone line.

Provide information about how 'internet diallers' work and how you can identify and take action (such as improving your computer's security), to avoid similar problems in the future.

Provide information on other options available for getting refunds in cases of abuse or problems involving premium-rate calls.

What ICSTIS can do for you
ICSTIS (the Independent Committee for the Supervision of Standards of Telephone Information Services - see 'Some other useful contacts' for their contact details) regulates the content premium-rate services and how they are advertised. It is responsible for investigating complaints about the way premium-rate services are advertised or run, or the way information received using a premium-rate call has been presented. ICSTIS is also responsible for running the 'Live Service Providers' Compensation Fund', which can compensate customers who dispute making calls to live (rather than pre-recorded) premium-rate services. ICSTIS cannot provide compensation for calls made to recorded information premium-rate numbers, but they may be able to provide details of the service provider. If you want to make a formal complaint to ICSTIS, you can do so in a number of ways. Please see 'Some other useful contacts' for their website, address and phone number.



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