BT Complaints & Escalation

cjp116

Those looking to leave had better not count on it too much I'm afraid...

I phoned up to cancel my BT Vision and Broadband services and revert to phone line, evening and weekend calls package, only. This was agreed to on the phone and I was told it would be implemented in 30 days.

Of course you can see where this is going, 30 days has come and gone and I am still being billed for BT Vision and Broadband. Decided to try their Live Chat service to follow this up and was told the log of the call simply says "customer hung up" and no cancellation order was made. So the so-called customer service advisor outright lied to me and then outright lied on the log. Unfortunately the Live Chat service was absolutely no help and kept telling me to phone the same people that had lied to me before. Given my previous experience I decided that I wanted everything in writing from here on out.

I eventually got an email address out of them (not an easy feat I can tell you!) and am now waiting for a reply to my follow up complaint. At 5 days and counting it's not looking promising!

On a par with Scottish Power as the worst customer service experience I have ever had (although at least in that case I got a resolution!). An email to the CEO is the next step if no reply arrives soon.

Heinz

Don't you just love British jobsworths.

23Orange

Hi I'm a newbie on here but have read the thread as I've also been let down by BT. I agree they are the worst company I've ever had to deal with. 5 weeks notice for an engineer to call on Friday who didn't show. We're running our business from a new address in the sticks.

As per previous user's instruction I sent an email to Ian Livingston this afternoon, not expecting much back and lo and behold had an email back apologising and his exec complaints department called me and explained everything and said she will take over my case and let me know what's going on every step of the way. Seems there isn't enough infrastructure around here and no-one thought to tell me that. At least I know someone is dealing with it now, that's all we ask.

Result! Thanks for the heads up.

FrustratedwithBT

I, too, am having problems with BT and getting increasingly frustrated with their smug and rude so-called 'customer service'. I've been with BT for more than 10 years, and it's a disgrace how they treat loyal customers!

I ordered a home move service in late July for my BT infinity broadband & landline. At first, the line connection was scheduled for 6th August but they changed my appointment without any explanation to September 5th. I rang to find out what the problem was, and explained to the Home Move team that as I work from home, it's incredibly inconvenient - lo and behold, the person on the phone tried to sell me a business package instead of solving my queries! When I couldn't resolve it, I told BT I want my account and home move order cancelled as I will be moving to Sky.

I called BT 6 (SIX!) times over the course of August to make sure my account AND home move order was cancelled and was repeatedly ensured that yes, they have both been cancelled. An Openreach engineer came to install a line on 4th September but as I couldn't get a dial tone, I rang Sky up to find out what the problem was. Sky couldn't find out what was wrong but I later found out that BT didn't cancel my account when I've REPEATEDLY instructed them to.

Now, BT is trying to get me to cancel my order with Sky and put a new order in because they say Sky didn't put the transfer request in properly. I have already lost a month's worth of work because I couldn't have any internet connection, and I don't understand why BT couldn't take a simple instruction to cancel my account. And on top of it all, it now seems like they're trying to prevent me from switching to Sky when I've already informed them from August that I'm switching and cancelling!

What a disgrace! BT's customer service are all liars, and they're extremely rude and smug! You're right, they just don't care about customer satisfaction or customer service - I'm but one of their millions of customers, right? Who cares about the minority of unhappy and disgruntled, unreasonable customers, right BT?!

Fed up & done with BT! I just want to be able to leave; after all, they haven't been providing me with a service since August when I moved to my new house.

BT_company_representative

Hi FrustratedwithBT
I have just seen your post and would like to look into this for you, if you checkout my profile section you will be able to find my contact details.
Regards David

gman955

Hi BT Customer Rep, I have sent a message on the link on your page.

I've never had such a poor service with any company I have ever dealt with. Literally spent about £150 on my mobile contacting you guys

silverleaf50

i had bt broadband and call so much trouble with them they trout for you custom
once they get up the tricks start i was with sky bt wrote to ask if i pay £7.00pcm
2mgb from sky when £9.99month with bt and get more for my money then after first month started to charge£ 7.50 non dd +another £7.50 non dd for phone rentel so i moved to the postoffice phone never looked back and no dd from the postoffice phone

macman

The non-DD payment surcharges are made quite clear on all the documentation...

reallyfedup1

Had been a loyal BT customer until 29th August 2012. I phoned to report my broadband playing up, apparently the 'fault' was being dealt with. On the 5th of September I received an email saying my BT account had been closed and I was no longer a BT customer - this was the first I'd heard about this. I phoned BT to be told my the account was closed as my service provider had changed (????) I told them this was incorrect. I then had to go through the rigmarole of registering as a new customer etc etc. This was quickly followed by letters telling me I would have to pay charges as I had cancelled my contract too soon- I phoned BT and told them I hadn't cancelled anything, I hadn't requested a new service provider and had no idea what they were talking about. My phone line at this point is (obviously) dead, inactive, unused, I have no service provider. I have just received a phone call confirming cancellation of my 'new' service with BT due to start 21 September, I told the chap on the phone this was incorrect and I wanted to go along with the order and I hadn't cancelled anything, he seemed to take this in and said he would contact someone. BT have just sent me an email confirming cancellation of my order!!!!!!!!! It transpires my neighbour has just become a Sky customer. Our addresses are identical, one house split into TWO dwellings. There are TWO seperate phone lines to the house, 1 in my half (now defunct) and 1 in his half - fully functional - he's very happy. Apparently BT cannot get their heads around the fact that there are TWO seperate phone lines, and I'm caught up in the middle of all this. I've spoken to Sky, they were quite helpful and seemed to grasp the situation, ie BT just need to re-activate the line going into my house (the line I've been using happily for 12 years) BT, however cannot grasp that there are TWO lines, and keep applying to have my neighbours line taken over - which apart from being no use to me, as I have no access to next door, neither my neighbour nor Sky are willing to give up (understandably - why would they?) I've been trying to sort this out for days now, I keep phoning, a manager is supposed to phone me back - no one does, and so it goes on (and on, and on). Would it be easier if I just gave up and became a Sky customer? BT are driving me potty - any suggestion (anything, even straw clutching) gratefully received.

BT_company_representative

Hi Reallyfedup1,

Oh dear! I am sorry to hear that your account has been ceased in error. I would like to take a look at your account to see whats gone wrong. Please could you send me in your details using the link found in my profile?

Thanks

Paddy