BT Complaints & Escalation

Idiophreak

numbchucks wrote: »

Thanks for the tip Idiophreak

Unfortunately, we can't get cable where we are and I don't trust Sky as far as I could chuck them. I've heard a lot a good sounds about Plusnet, and that must be a hard market to stand out from and be talked about positively. Plusnet see t strike a good balance, shame they're part of BT though....

Yeah, I'm actually with Plusnet myself at the moment and they're not too bad. All the issues I've had with them are when they've had to contact BT to do things for them.

That said, I'm sure BT will work out how to stuff Plusnet up sooner or later. They always do.

paven

Idiophreak wrote: »

Yeah, I'm actually with Plusnet myself at the moment and they're not too bad. All the issues I've had with them are when they've had to contact BT to do things for them.

That said, I'm sure BT will work out how to stuff Plusnet up sooner or later. They always do.

So you are aware that Plusnet are ultimately owned by BT?

paven

BT_company_representative wrote: »

Hi Paven,

The reason why the cheque was issue in your Wife's name was because she was the BT account holder, regardless of what payment details were used.

I can take a look at this for you to see if I can get the cheque re-issued. I will need you wife to send me in her BT account details using the link found in my profile?

Thanks

Paddy

I've sent you details, we were made aware of the reason for the cheque the first time I called, way back in March and was assured that a cheque (yet to appear) was/is being sent out in my name.


If only I had been given this amount of time to pay my bills.....

Phones4Chris

@The Raiders
The only attention cancelling a DD is likely to get, if you owe them any money, is a threat of legal action and extra charges because of a failed direct debit.
Check your bill notifications and see if the amount they are billing was taken from your bank on the notified date. If they took the wrong amount, then you are entitled to ask the bank to reverse the Direct Debit under the Direct Debit guarantee BUT check the bank don't charge for this - they shouldn't, check you didn't have a failed DD on the date(s) in question because of insufficient funds etc.
If you find they've taken the wrong amounts, write/email them as well as phone telling them this, tell them what is wrong with the bill and tell them that you are therefore in dispute with them over the bill(s) and as they took the wrong amount, you will be reversing the DD under the DD guarantee.

Edit: By the way this is a thread about BT, you should start your own thread.

Idiophreak

paven wrote: »

So you are aware that Plusnet are ultimately owned by BT?

I am now. Sadly I wasn't when I took out my contract with them.

tasha36_2

Not sure why my thread/post has been removed. I will not post the whole thing again but BT have unfairly charged us for the equipment that we sent back to them so we have been whacked with a £500 debt collector letter 2 yrs after this particular account started and ended.
This is 1 paragraph from a so called Manager within BT on the online chat today:
Stephanie Patterson: I understand Natasha but the informationLauren has given you is correct and with all due respect why would we set bothof you up on new service and promise that there would be no held to termcharges IF your circumstances then changed? this is not our process and youhave now left BT and went to another provider so all the more reason for us tomaintain our position here. I know you arent happy and I know its a lot ofmoney and for that reason I very much sympathise with you but from a companyperspective I must maintain to you that this will be our final position in thematter.

We left BT december 2011, and are currently with sky, but the above comment from a manager within BT makes me feel like Iv left so bog off basically, not interested one bit, they have the equipment and have no intentions of crediting us with this just over £200 worth. Im so upset but what else can I do

DaveF327

After reading this thread, I am so glad that I left BT this year and migrated to a more honest and competent provider with excellent reviews and integrity in running a business.

To reassure those thinking of leaving BT, a lot of companies (such as Plusnet and Zen) now offer the same services, such as call display, call return, anon. call blocking and even the 17070 line test, so there's no need to stick with a company that treats customers like !!!!!! and uses underhand techniques to enforce retention of your business. Oh, and you can still use 18185 with Plusnet and Zen (at the time of writing) to save even more money on longer daytime local calls.

BT_company_representative

Hi tasha36

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

IanS

I recently had a run in with them over a missed broadband installation appointment.

They offered me a whole £10 which I rejected. To cut a long story short I insisted all contact was by email so there was a paper-trail, kept arguing, rejected their claim that I had agreed to their T&C's when placing the order and eventually got £50.

Result!

nearlyrich

I have an issue where we have an agreement to pay £39 per month all in and they keep upping the DD to £58 with no reasonable explanation why. I have called several times spoken to numerous people been escalated and had call backs reassuring me it's sorted till next month when they do it again. Can you help please?