BT Complaints & Escalation

Sam_18

I bought a BT broadband in 2016 and then renewed on 17. In 2018 when I was getting a problem with their speed download/upload speed and worst customer service experience ever I had in life, decide to change my provider spoken to BT few times about my last day of ending the contract and so on. after switching provider (in the process)after a few days later received an email from BT stating that I need to pay £86 for cancellation fee due to I am in contract with them till 2019. So I contacted BT customer service lady doesn't know what she is talking about and all the time TRYING to selling me BT package in different ways. which I said NO for any package after waiting 45 min over the phone, customer service lady mentioned me I had renewed my contract on April 18 for next 12-month contract. which I was completely disagreed with her as for why would I will buy a new contract when I am already in contract and the new contract is more expensive than old contract thirdly I had not received any emails or notification that about the new contract or switching to the new contract.
I also mentioned previous conversation with BT customer service agent which they had confirmed me my last date of ending the contract in nov 18.
Honestly, after spending 3 weeks talking to them its feel like on this customer service is Dumb, and stupid which doesn't understand as well as any communication with each other.
IF this case did not resolve here I will take it to MANAGING DIRECTOR - NICK LANE and THEN COURT.
!!!! taker BT. Stay away from these morons.

Devonian_Rodders

You certainly have been over tolerant with BT regarding your issue. Looking at other posts regarding customer service, it seems from comments, the route via the MD is not as effective as it was previously.
Because I am partially deaf, I send e mails, as always have proof of what I sent. However, they insist on phoning instead, but as you obviously found out, you just go around in circles. On one occasion I told them I was not happy with their decision and would write again, to which the response was "It will be passed to me to deal with" so they believe you will give up.
Taking it to the Ombudsman is pointless as you have no proof who said what, and looking at their website, I am inclined to believe it is designed to put you off, so yes, a "divorce" from them is the most obvious solution.
One point, If they are insistant you are tied to a contract you know nothing about, try looking back on their online billing to see if in fact you were charged for the new contract. BT did offer new contracts for existing customers, but in my case the charges were as previous, so I accepted. However, is it the case that if rates are increased, you have an option to withdraw penalty free. ??

caitlin313

I ordered a BT mobile SIM in 2017 and on activation discovered that I had absolutely no mobile phone reception where I live. I phoned BT immediately to cancel the SIM, and was assured that as it was within a certain period this was not a problem. I was assured I would not be charged and that I should just dispose of the SIM. Around the same time I renewed my contract and the cost went up, and have been paying approximately £50 / month since then for phone and broadband (excluding line rental which I pay separately). My contract is now due for renewal, so I downloaded a bill to check the existing package and to my horror BT have been charging me £10 / month for the SIM since November 2017. I called today and they have cancelled the SIM but will only reimburse me for last 3 months despite the fact it has obviously never been used. It is a very expensive lesson not to trust BT and always get confirmation of cancellation in writing.

Devonian_Rodders

caitlin313 wrote: »

I ordered a BT mobile SIM in 2017 and on activation discovered that I had absolutely no mobile phone reception where I live. I phoned BT immediately to cancel the SIM, and was assured that as it was within a certain period this was not a problem. I was assured I would not be charged and that I should just dispose of the SIM. Around the same time I renewed my contract and the cost went up, and have been paying approximately £50 / month since then for phone and broadband (excluding line rental which I pay separately). My contract is now due for renewal, so I downloaded a bill to check the existing package and to my horror BT have been charging me £10 / month for the SIM since November 2017. I called today and they have cancelled the SIM but will only reimburse me for last 3 months despite the fact it has obviously never been used. It is a very expensive lesson not to trust BT and always get confirmation of cancellation in writing.

Companies such as BT prefer to talk rather than communicate in writing. but there is no proof as to who said what. Having had vast experience of this sort, I ALWAYS send e mails and insist on a wriitten reply. Any telephone calls in relation to a complaint are refused. Sad state of affairs, but without proof the customer has no chance.

littleboo

caitlin313 wrote: »

I ordered a BT mobile SIM in 2017 and on activation discovered that I had absolutely no mobile phone reception where I live. I phoned BT immediately to cancel the SIM, and was assured that as it was within a certain period this was not a problem. I was assured I would not be charged and that I should just dispose of the SIM. Around the same time I renewed my contract and the cost went up, and have been paying approximately £50 / month since then for phone and broadband (excluding line rental which I pay separately). My contract is now due for renewal, so I downloaded a bill to check the existing package and to my horror BT have been charging me £10 / month for the SIM since November 2017. I called today and they have cancelled the SIM but will only reimburse me for last 3 months despite the fact it has obviously never been used. It is a very expensive lesson not to trust BT and always get confirmation of cancellation in writing.

The lesson is, check you bill more regularly than once in 18 months, particularly after a change.