BT Complaints & Escalation

pawlala

lovinituk wrote: »

There is an official BT rep who has been posting in this very thread!

You really think that BT Company Representative can resolve problems that can't be dealt with successfully at BT at complaints level? What is the point in having a 'complaints department' in the first place if we have superman right here on this forum?

The best and kindest thing that BT Company Representative can do is post the CEO's email address and tell everyone to send their complaint there.

lovinituk

pawlala wrote: »

You really think that BT Company Representative can resolve problems that have already been brought to the attention of BT at managerial level? What is the point in having a 'complaints department' in the first place if we have superman right here on this forum?

I never said they could resolve any problems. I was simply responding to your post that said...

pawlala wrote: »

If you're expecting BT to pick up messages from a public forum, I doubt they will be either.

...when BT clearly do pick up messages from this public forum.

sabelu

sabelu wrote: »

[EMAIL="warren.buckley@bt.com"]warren.buckley@bt.com[/EMAIL]

Customer services director

[EMAIL="alex.green@bt.com"]alex.green@bt.com[/EMAIL]

Bt vision director

[EMAIL="Gavin.patterson@bt.com"]Gavin.patterson@bt.com[/EMAIL]

Retail director

Give them all a broadside shot Bt are seriously under performing on service and customer service.

These are the addresses you refer to has anyone contacted these guys?

pawlala

lovinituk wrote: »

...when BT clearly do pick up messages from this public forum.

I said expecting. We should never assume that this is the best place to complain to BT about a service or lack of, nor that our complaints will actually be dealt with in any meaningful fashion unless we make further effort to be diverted to the BT website via the BT rep's profile (AKA going round in circles).

esmecullen

Sorry long story

In December 2011 I received an email from BT stating that my DD would be raised to over £40!! I telephoned and was put through to their India call centre to be told that I had been placed on a "standard rolling contract":eek: I wasnt happy and said that I would be leaving, the person I spoke to persuaded me to stay with BT with a new contract, offered me reduced broadband for 6 months, no charges for 0844, 0845 & 0870 calls on my phone.

Have been paying £27.50 (approx) each month by DD, which I was happy with............ silly I know

Anyhoo............ in Sept I thought I'd had my mobile stolen at a wedding and called my mobile provider and my insurance co (both were 0844 numbers) over the weekend. Found my phone, called the relevant companies back and left it at that as I believed these calls would be included in my call package.

We come to 1st Oct when I got my bill, I found that I had been charged, telephoned BT and again was put through to India and after explaining I was told that yes the cost of these calls would be reimbursed.

Fast forward to today................. still no refund in my bank or BT account, £40 DD taken out of my account by BT, telephoned to complain, India again, got no where, basically I was told that I was lying. Tried online spoke to a male and informed him that I believed that I had been missold the contract as I was informed that 0844 numbers would be included with the 0845 & 0870 ones. This person agreed that I had been missold and I said that I thought that BT had lied to keep me as a customer, his words were "yes we did lie to you, but we cannot see any notes for the 1/10". He then went on to say that he would refund the disputed calls and that I should call the accounts section to arrange this.

I called the accounts who flatly refused to refund and said that this male did not say this - even though it is on the online chat transcript. so called managers I then spoke to maintained the same stance.

I have revoked the DD payment through my bank, I will pay BT what I owe but not for those numbers I was told were free.

At the moment I just feel like telling BT to stick their phone and broadband................. after 25yrs being with them I'm treated like dirt................. BT are absolutely dire:mad:

Letter of complaint is being drafted today.

Do I have reason for leaving them as I believe I was totally missold this contract without penalty?

gazzebo69

Folks.

Sorry, I bet you have heard lots of these stories, but here is mine, try not to get as bored as I have speaking to the reps of BT, when you know in fact as soon as you put the phone down, they aren't going to do anything but probably have a laugh and joke about it with their colleagues.

1. Been with BT 3 years, all was good. The occasional blip on the broadband and high charges said it was time to leave. Mainly the high charges.

2. Got MAC Code in August.

3. Passed MAC Code to Plusnet. Yes I know they are owned by BT, but they do seem to be very highly regarded by the general public and MSE users so I thought, they are a lot cheaper, lets go for it. BT must be running Plusnet as a totally separate company, so please leave them be if you are.

4. Broadband swapped over on the 14th September, very smoothly.

5. I had heard on the grapevine that BT do continue to take money out of your account when you leave because they think they are untouchable and I have proven this point because even now they are still trying to take money out. So I cancelled my DD and thought when they final bill comes I will pay what I owe and not what these bunch of thieves think they can just take at random.

6. Surely enough, I got a bill for another months broadband around late September.

7. 28th September, phone was transferred to Plusnet, nice and smooth.

8. My online BT says I owe more than what I do, so I contact them everyday and each time the rep agrees with me and they say they will sort it. Now I know this will not happen because they have to get off the phone and go back to laughing and joking about the people who are paying their !!!!!!! wages, the so called public, loyal customers.

9. I then get an email in early October welcoming me to BT and thanks for choosing Broadband package 1.

10. Another pointless call because the rep says its an order to cancel the account with incidentally transferred over in early September.

11. I call several more times and each time I am fobbed off, no need to go into detail, its just too monotonous and pretty much along the lines that has been mentioned above.

12. Log onto BT account to check if the final bill is ready, and low and behold, its not. Only this time, the bill has gone up further, for the new broadband package and I am supposedly on. At this point I don't care anymore because this company is stupid and I will never go back.

13. I get a marketing call then asking if I would like to upgrade my BT package. I wont discuss the contents of the call, but the chap on the other end said he would sort it, email the relevant people and get a final (proper) bill out to me.

14. Nothing so far, checked every day, still a very much inflated bill from BT.

15. I set up my complaint with OFCOM with all these details, because I cant abide by such incompetence. Its easy to sit on this side and judge, but surely no one can be this incompetent.

16. Only yesterday, I get another call from someone who says they want to discuss my BT Package and would I like to upgrade. I stopped him dead in his tracks and said. I AM NOT A CUSTOMER OF BT, I DO NOT HAVE BROADBAND OR PHONE WITH BT.

The chap then said, this is very unfortunate and he would send an email to the correct place to get this sorted. However I ask for a guarantee and his word that he can get this sorted, but he couldn't.

So here we are, if I would not have cancelled my DD, I would have ended up paying BT about 50 quid more than what I should have, and an almost impossible task of claiming back what they owe me.

They reckon I owe about £65 quid now, I reckon its about £10-20. I've always paid my bills on time, never missed a payment and always pay what I owe. But I just couldn't stand by this time and watch BT treat me like a something they have scrapped off their shoe.

And I am still waiting for that final correct bill. Come on BT, step up to the plate, do your job and sort it out. Its not really that hard. Every customer rep I have spoke with has said that they cannot give me a final bill yet. Why not, I left a month ago. Has your calculator broken. I got a nice phone app called calculator, use it.

So my OFCOM complaint is logged, my 3 complaints are logged with BT and I have so far managed to get 3 people at work to leave BT, and persuaded 2 people not to go with them. Hope I have made a difference, but a few customers wont matter to BT because they make millions in theft from its existing customers.

Good luck folks with this joke of a company, I wish you all the luck, you will need it.

Cheers
Gazza.

BT_company_representative

Hi Esmecullen,

It does sound like both of you have been through a bit of a nightmare in trying to get your complaint with BT sorted. I'd like to look into the details of your complaint to see what has gone wrong.

Please could you send me in your details using the link found in my profile?

Thanks

Paddy

gazzebo69

BT_company_representative wrote: »

Hi Esmecullen,

It does sound like both of you have been through a bit of a nightmare in trying to get your complaint with BT sorted. I'd like to look into the details of your complaint to see what has gone wrong.

Please could you send me in your details using the link found in my profile?

Thanks

Paddy

Hi.

Were you referring to my post as well.

If so, which link is it, I followed the BT Customer Rep link and is it the link to the BT Forums page?

Regards
Gazza.

BT_company_representative

Hi gazzebo69,

The link on our profile will bring you to a webform so that you can send us over your details. When we've got hold of them we'll get back in touch to run through this over the phone and help sort this out.

We'll look forward to hearing from you.

Best wishes,

Robbie

esmecullen

BT_company_representative wrote: »

Hi Esmecullen,

It does sound like both of you have been through a bit of a nightmare in trying to get your complaint with BT sorted. I'd like to look into the details of your complaint to see what has gone wrong.

Please could you send me in your details using the link found in my profile?

Thanks

Paddy

Paddy............ I already submitted one of those forms on the BT forum to someone called David. M last week............. to date, I have not had a response............... very poor indeed............. as I previously stated I have had my bank revoke this months DD and I have paid via the automated payments over the phone today........ MINUS of course the disputed call charges.

I have found the level of service and attitude provided by BT "customer services" extremely poor, it has gone down to zero within the past 4yrs what with foreign call centres and their insistance on reading from a script, giving false information on contracts and their basic "tough, we are not going to do anything, so you just got to put up with it" attitude. AND you justify putting up charges even more......... what the hell are we paying for???????? Certainly not a decent level of customer care!!!!!!!!