BT Complaints & Escalation

gseabrook

I had the exact same problem with BT after doing a house move - no services working for over a month and a half, countless excuses, bad customer service and being passed through department to department with no-one helping. They are the worst service provider ever and I can't wait for our contract to end with them, I will never be using BT again.


They finally sent an engineer out, assuring us that it would be at their own cost as they were at fault, then a month after the visit, £100+ was taken by BT from our bank account for the engineer call out cost. We called them immediately, and they said it was a mistake and would be refunded back to us within 5 days, it's now 7 days later and still no money back... We called them today and they said it had accidently been credited to our BT account instead of our bank account.. and will take another 7 days for it to come back to us..


They are an awful, awful company, I wish we'd never got into contract with them, and I will continue telling everyone I know not to use their services.


The worst customer service I've ever received, they are all useless, just empty promises, and no care for their customers.


So angry!!! DON'T USE BT!!!! THEY WILL TAKE YOUR MONEY AND NOT PROVIDE YOU WITH THE SERVICES REQUIRED!!!

csgohan4

gseabrook wrote: »

I had the exact same problem with BT after doing a house move - no services working for over a month and a half, countless excuses, bad customer service and being passed through department to department with no-one helping. They are the worst service provider ever and I can't wait for our contract to end with them, I will never be using BT again.


They finally sent an engineer out, assuring us that it would be at their own cost as they were at fault, then a month after the visit, £100+ was taken by BT from our bank account for the engineer call out cost. We called them immediately, and they said it was a mistake and would be refunded back to us within 5 days, it's now 7 days later and still no money back... We called them today and they said it had accidently been credited to our BT account instead of our bank account.. and will take another 7 days for it to come back to us..


They are an awful, awful company, I wish we'd never got into contract with them, and I will continue telling everyone I know not to use their services.


The worst customer service I've ever received, they are all useless, just empty promises, and no care for their customers.


So angry!!! DON'T USE BT!!!! THEY WILL TAKE YOUR MONEY AND NOT PROVIDE YOU WITH THE SERVICES REQUIRED!!!

Could be worse, you could be with Talk Talk, had an engineer date set 4 months in the future, nothing earlier

FOREVER21

csgohan4 wrote: »

Could be worse, you could be with Talk Talk, had an engineer date set 4 months in the future, nothing earlier

And on the other hand I telephoned TalkTalk about a problem with my router/ wireless reception last Monday after doing some checks on line the agent said she would arrange an engineer call out.

Appointment made for the following Thursday with choice of 2 time slots.

kfsimpson

Cancelled my British Telecom service as saving on the Line Rental saver has now become so trivial that it wasn't worth it. Waited until end of LRS term, then asked new provider to take over the line. Received confirmation by letter from British Telecom that no charges due for ending contract. On the day the service was switched received an email from them demanding cancellation charges, which apparently are for the free evenings and weekends calls. This has always shown on my monthly bill as a charge of £0.00.
Have contacted them advising that I have no intention of paying for cancelling a 'free' service, especially when they did not advise in advance of the charge, and reminding them that they specifically advised me there was no charge to cancel.
Has anyone else had this problem? If they won't back down, what's your advice on the best way to escalate it? Letter to CEO first, I assume, if still no joy do I go to the Ombudsman service, or contact a weekend newspaper financial troubleshooting column? Any advice or experience on how to proceed in dealing with these sharks gratefully received. Thanks.

ahja

Look online for their complaint procedure and follow it - In writing! that means you don't have to talk to the call centre idiots and will be dealt with someone who actually deals with complaints! - send signed for - these are the things that the ombudsman will look for - no joy, not happy with outcome? - do a deadlock letter - they have to respond to this with action or agree that your complaint is at a deadlock (deadlock letter template can be found on communication ombudsman website) if they agree deadlock you can go straight to ombudsman, otherwise you can go there anyway after 8 weeks.

Don't ask how I know!! I don't think I have ever known such frustration........

jaybeetoo

I'm having problems with BT. Yesterday, the Openreach technician left my property without saying he was leaving. I then found out that I didn't have a working phone or Internet connection. Openreach marked the fault as fixed. I was so angry.

When I complained BT opened a new fault which means I go to the back of the queue. I'm sure BT close faults before they are resolved, and don't reopen them when the customer complains, because it makes their stats look good. If they didn't close a fault until it was fixed their stats would look dreadful.

The offshore call centres are useless. They follow a set script and don't appear to use any initiative or common sense. It's like talking to a brick wall. BT could save a fortune if they got rid of them as they don't add any value.

Where I live, Openreach have a monopoly - I don't have any choice but to put up with this rubbish service.

Judge001

The problem I encountered with BT during the initial ordering and installation of Broadband and TV:
The order information I was given over the phone during my initial order with the sales team at BT was contradictory to information I received in email correspondence shortly after I placed my order; I was informed over the phone that a FTTP installer would be at the property on Thursday 13Th October to install the internet and TV service – I had made it very clear that the FTTP infrastructure was already installed and powered up, and I only needed the router.
E-mails which followed my order suggested that a youview box and router would be delivered to my address, only the router was delivered (a week later than the delivery date). The delivery of the router only, suggested the engineer would be there on the date specified by the sales team (13th October). After receiving shortly thereafter, numerous e-mails from BT, with setup instructions for you-view and router; it became evident there was miss-communication between the sales team and the order management team. I then proceeded to to contact BT to highlight this issue, calling customer service/FTTP team/order management team…
I spent over eight hours on hold, on two separate occasions for over 120 minutes!!
I was being passed between various customer service departments, I complained and stated my intentions to cancel my contract if the matter was not resolved, they couldn't make heads or tails of my order. I then continued my arduous journey, to the Order Management team, who deal internally with front line departments such as the open-reach engineering branch, and sales. I spoke to someone who could assess my order. The person I spoke to informed me the order was incorrectly imputed into their system by the FTTP selling team. This made it evident to me that the selling team hadn't received the correct training in FTTP based technology, which is ironic. The person I spoke to at Order Management was much more competent and intuitive in comparison to staff in the other departments of which I was unfortunate to liaise with. I was informed the information in my order was incorrectly implemented, there was a lack of communication, and the order was not completed correctly at the initial stage by the sales team. It therefore transpired I do not require an FTTP trained engineer to install my equipment, as it was already there. To add extra incompetence on BT, the sales team didn't put the order through for the youview box delivery either. When I made the order initially, the information I was given over the phone contradicts the emails I received thereafter, which is why I was determined to resolve the issue. I eventually got the youview out for delivery.
By this stage, I had lost over EIGHT hours of my time on hold. I’m very precarious in using BT services now, and in the future. I hope to be reimbursed by BT, for my persistent effort to resolve this issue, as they are looking at a potential lifetime customer of BT services. To top it off, they had the audacity to charge me for the engineer visit on my latest bill, even though the issue was caused by their incompetence. Depending on the outcome. I am not going to wait out my contract, and move elsewhere. BT cares very little for individual customers, they only care for numbers in volume. I urge everyone to join me with campaigns/awareness to advise other potential customers to boycott BT, and existing customers to leave BT, on account of their disrespect to customers, poor service and blatant general lack of competence. I am very aware that BT has in place a disgusting code of practice that puts emphasis on making it so hard for customers to complain and get anywhere with their complaint that BT hopes they’ll just give up. This issue must be sorted!! There are many other media and internet providers that do a far better job with customer retention, and many have their own infrastructure and do not use BT lines.

boatman

https://community.bt.com/t5/Bills-Packages/bd-p/Billqueries

Proof if it were needed of how bad BT have become. Just look through the volume of complaints on their forums. If you consider only a small percentage of customers probably sign up to the forum to complain, it shows the extent of the problem. I'm just surprised OFCOM have not fined them yet!!

leswhitworth

We are having a nightmare even getting on board with BT having left Talk-Talk. We have ended calls thinking that we have left a complaint or ordered a replacement box and when we make a follow-up call, nothing has been registered. The problem is that we are all being funnelled into Asian-based call centres and they are not dealing with the issues.
We found that insisting they follow up a commitment to deliver a replacement box with a confirmation email, would at least give us a record of the call. They wouldn't do this, but they did send a text. We insisted that they send the text whilst we were still on the phone.
Perhaps you should try this with your billing problems.
Maybe, they don't respond to complaints in an attempt to not look as bad as they really are.
Good luck!

JJ_Egan

If you are a BT Customer then use .
https://community.bt.com/