BT Complaints & Escalation

A.L_2

Please could bt company representive arrange to talk to me. I have spent 2.5hrs on the phone this evening talking to 6 different people who either passed me on or disconnected my after being billed for a service you no longer supply us, and In fact owe us a refund on.
Much appreciated

Grundles2009

I am also having problems with BT, after two years they have decided that I owe them a large amount of money, I had previously contacted them when I moved out of my house where I had the BT line and had beenn told that I didn't have any outstanding accounts with them, I even have a printed copy of the online conversation I had with one of BTs reps. I am now being hounded by a debt company who either ignores my attempts at contact or gives limited replies, they also had the cheek to say that just because I had not heard from them did not mean I did not owe it, I had contacted them and it is a two way street. I was only in the premises for nine months before I moved because the house came with the job.

I am fed up with being treated like this!! Anyone had a similar problem? I deal with BT for work too so know all too well the communication issues there seems to be at this company!

Thanks.

BT_company_representative

Hi A.L and Grundles2009,

If you need any help with your complaint, please send me in your details using the link found in my profile and I'll look into this for you.

Thanks

Paddy

23Orange

Well after my previous post regarding contact from the CEO, Ian Livingston and then one of his 'Exec Complaint Team', I had another appointment this morning scheduled for an engineer visit to connect a line. Guess what happened? Yes that's right, a no-show. Surprise surprise.

I'm at a loss now, completely flabbergasted, frustrated, fuming and all the rest. We are helpless. I guess BT know that and basically can't be bothered.

8 weeks now with no line, no broadband and soon no business!

pawlala

BT_company_representative wrote: »

Hi Reallyfedup1, Oh dear! I am sorry to hear that your account has been ceased in error.

LOL! :rotfl:

doberryfirkin

I moved from Plusnet to BT a year ago. BIGGEST MISTAKE I EVER MADE. BT service is dire. Twice my broadband / phone has developed a fault. The default response from BT is to eventually dispatch an engineer to your home - during working hours (so you have to take the time off). Both times after a few mins the engineer discovered the fault was outside the property - once at the exchange. Why then should the customer have to take time off to allow access to the house? The situation is exacerbated by a BT call centre in a part of the world where the operators clearly have no concept of what you are trying to complain about. I am seriously considering spending £100 to leave the 18 month contract but would like to know if the charge is legal.

Podgelark

I have an issue with BT which has demonstrated their remarkable inability to deal with customers. The current status is that I am going to be charged extra for an engineer to come and install an auxiliary line before 8th November 2012 (which apparently I've had since 2009 but which does not exist within my building and which I've been paying for since that date too) although this whole issue stems from BT charging me for 5 lines when I only have three in the building since august 2009. The following is from an e-mail sent to a BT operative who indicated that a complaint would be logged. It never was as we found out last week.

My reasons for the complaints are many but I will try and list them and explain why I am so dissatisfied with the service which I have received to date.

10th September 2012

On the 10th September 2012 I received a call from BT Accounts asking me to pay my outstanding bill. I indicated that I would be doing this the following morning on the 11th September 2012.

11th September 2012

On the 11th September 2012, I downloaded my bill as I thought I would consider what I owed. I hadn’t downloaded the bill before since we had normally got my book-keeper to pay the bill who is located in Salisbury. The attached pdf is a copy of the bill.

What became apparent to me was that I was being charged for 5 telephone lines into the building when I only had 3 within the building.

(Main Office Number and has been since 1996) Main line and auxiliary

(line and auxiliary)

( fax line and broadband)

The fax and broadband line works fine and does not form part of this compliant. It served as our only outgoing line during the period when we had been cut-off.

Therefore, I rang BT on 11th September 2012 to discuss the issues of over billing. I was told that this over billing may have occurred at the point where I had to renew my contract with BT which was around August 2011. Therefore, it seemed likely that I had been overbilled at least from this point. I have not checked my bills from before this time but I will ask my bookkeeper to review the bills we have received prior to this date up to and including August 2009. Therefore, the outstanding money I owed BT was put on hold whilst the issue of over billing was to be sort out.

It was then agreed that I shouldn’t have all these lines and I was asked whether I wanted to stop xxxxxxxxas this was not required since I had xxxxxxx + auxiliary line. I said yes to this since I thought I had an auxiliary line into the building.


12th September 2012

On Wednesday afternoon 12th September 2012, I noticed that we had lost one of our lines but since I was leaving for a meeting in London, I thought this would be back for Friday when I would have returned to my office. Therefore, I thought the situation would correct itself.

14th September 2012

When I returned to my office on the 14th September 2012, the line was still dead. So I called BT and reported that I had a dead line and that I needed to have my phones working on two lines such that when XXXXXX was busy the call would be routed through to the “other” XXXXXX line. I was told this would be done and was given a job number. (Which I don’t have to hand)

17th September 2012

I then left for Ireland early on Monday 17th September; however, whilst on the ferry I received numerous e-mails from my staff indicating we now had no phones at all. Since we had been cut-off, my bookkeeper in Salisbury then started dealing with BT and wrote the following:

I have just called BT to get an update on the fault and was told that they are still working on the fault but could give me no further information. The engineers go home at 6pm so if it is not fixed by then they will carry on tomorrow. I have asked them to call Mandy on XXXXXXXXXXXX with a progress report tomorrow if not fixed but as they were supposed to call me today and haven’t I am not hopeful that this will occur so I suggest if it is not sorted out by tomorrow that you give them a call for an update.

To follow up on this the telephone number is 0800 200 154 Fault reference is WN5XQR97

There is no direct number so you will have to go through the nightmare of press 1 or 2

I spoke to Bobbi in the Plymouth Office first, then Christine in the Coventry office and just now to Chris (male) in the Norwich office and they had to put me on hold and speak to the control team each time (except that Chris couldn’t as the control tem had gone home!)

Good luck

We were also provided with information that we could divert calls which, due to the type of exchange we have serving my property, was not possible. A further e-mail from my bookkeeper on Monday.

Ignore the message below – BT have just called back and despite being told by 2 people that they can divert the line apparently they can’t.

This is because the fault is in the exchange and so the line is not accessible in any way.... so anyone calling the Mach office will get a message saying that the number has not been recognised.

All they could offer was that they are working on it and are hoping to resolve it today.

As you can imagine, the thought that clients with £50 – 200m projects relying on our input are finding that we “do not exist” does not sit well with any of the Directors of our company.

18th September 2012

Still no phones so we contacted BT as we were awaiting any information as to the status of our phone lines and were told that the phone numbers we used to have no longer existed. As a result an order had to be placed by BT to connect the lines again. JMC749WN.


19th September 2012


Again, we chased BT to find out what the status of our phones were. We were told that an engineer was working on the problem right now and that we would get a call back to tell us how it was going.

20th September 2012

I believe this was the date which we obtained XXXXXX again operating as a line. No second working line.

21st September 2012

The second line was operating and we received a call to tell us as such. However, I asked the caller to phone me on XXXXXX and then call again on XXXXXX and see whether our other line would pick up the phone. The caller only found an engaged tone, i.e. the calls were not being transferred. I was told a fault would be placed on this line and that an engineer would then sort this out on Saturday so that by Monday our systems would be working.

24th September 2012

I was not in my office much and we didn’t run any checks to see whether the calls were being diverted correctly.

25th September 2012

We ran a check and found our calls were not being diverted to the “other” XXXXXX line. Therefore, I call BT and got to the point where I was told that I had an auxiliary line on XXXXXX and that I was still being charged for 3 lines when I only wanted 2 lines and that this additional lines was XXXXXX and did I want to cease this line. I explained that the last time I was asked this question I ended up having all my lines cut off therefore I wasn’t going to answer that question. When I had my auxiliary line up and running and WORKING then I would cancel the other line since I would know then it was unlikely to result in me being cut off. I was told that a fault would be noted and that it would be investigated.

However, I was so dissatisfied with the results of the call, I immediately rang up BT again to make a compliant. I was told that to do this it would be better to resolve the outstanding issues and then make a formal complaint. Therefore Nick from Sales Team based in Brentford looked at the situation. He came back to tell me that I had three lines XXXXXX + auxiliary and XXXXXX. I said I only have two actual phone connections into the building and therefore I physically do not have three lines. HE went AH! That might be the problem. He said it should be easy to fix and that he will get it sorted possibly today or tomorrow.

26th September 2012

Checked phone, phone still does not work as required. I also had a message from BT Sales to call them.

I called and when asked what do I want I explained that I had a message from BT Sales to call them and I gave my number. However, the sales person had no knowledge of this.

WHAT IS THE POINT OF GETTING SOMEONE TO CALL YOU IF WHEN THEY DO YOU DO NOT HAVE ANY INFORMATION AS TO WHY YOU ASKED US TO CALL?

I’ve spent the last 2 weeks dealing with BT and at no time has anyone referred to previous notes and discussion I have had with BT. It is a total failure of your system that when I call no-one knows anything about my issues and I have to go through it again and again and again, becoming more frustrated each time.

The lady then indicated it sounded like a fault and passed me onto faults. Who when I stated I am meant to have an auxiliary line and it seemed I didn’t simply then put me back into a queue for sales with no explanation. So, I am then returned to Sales (to yet another person) who doesn’t know anything and I am starting to rant at this point since I am just being passed around and no-one is taking responsibility. I get to the point where I am asked whether I want to place an order for an auxiliary line (which I already have) and I say I guess so.

After this conversation, I am left feeling my only option is to start a formal complaint about the service and the inability of BT to deal with me as a client. So, I called BT to start a formal complaint and got to you.

My understanding of the current situation is that we have an Engineer now coming to site to install/link the auxiliary line to my office and then we will be in a position to disconnect xxxxxx.

My complaints are:

Over charging on bills

Not having the lines within the building which I expected to have!

Having a system operating from August 2009 which seems likely not to be the system I expected to have and which may have resulted in additional charges as a result

The complete lack of co-ordination within BT departments about conversations I have had with various members of BT staff about the issues and problems we are experiencing and the need to explain it again and again to the point where I am just plain rude to your staff.

Being cut-off for a period of 8 days on one line and 2-3 days on our main office line for no fault of our own.

For maintaining an exchange which is old compared to the rest of the country but still being charged line rental fees the same as those which have additional services (or so it seems to me). Life would be better if BT took the option of providing us with a modern exchange.


If you got to the end I suspect many have had the same experience. The general inability for any BT Staff member to note what has been said/agreed/actioned between phone calls such that one starts from the begnining on each call is such a failure for BT management that I do wonder how they can even call themselves an IT company. Information Technology allows one to make notes and then allow any member of staff dealling with an account to know what's gone before. It is such a gross failure in management it leaves me speechless.

lovinituk

Podgelark wrote: »

I have an issue with BT which has demonstrated their remarkable inability to deal with customers.

I feel for you! As I posted previously, their left hand doesn't know what their right hand is doing and they seem to employ a large percentage of staff who simply don't give a damn. All I can suggest is that you do not stop calling them and keep on to them. My business broadband problem took a couple of months to resolve AND that was only with me badgering them constantly. I dread to think how long it would have been if I had left it in their incapable hands!

BT_company_representative

Hi Podgelark

I have just seen your post and would be happy to look into this for you, just checkout my profile section were you will find my contact details

Regards David

renegadei

Since b4 20th August I asked to be put on the above package.

Although I am eligible I have been refused because I could NOT post the form but instead I scanned and emailed it.

I am physically disabled, housebound and wheelchairbound.

Instead I have been put on a package I CANNOT afford, which is why I asked for the above package in the first place.

I am now at a complete LOSS.

NOBODY AT BT SEEMS TO CARE.
:mad::mad: