BT Complaints & Escalation

skea56

Anything further Paddy??

BT_company_representative

Hi Skea56,

I can see that we do have your details here. We'll be in touch with you shortly.

Cheers

Robbie

nickcc

Must recommend the BTCare link from the BT Company Representative. I had been struggling to get a refund from BT for incorrect charges regarding early cancellation of my Broadband Infinity contract after switching to Sky. I had tried 3 times to get the agreed refund, twice with BT's outsourced call centre, and had been promised that the refund would be in my bank within five days but still nothing happened. I used the link to BTCare and a chap called Danny Sheerin phoned and confirmed that I would have the refund by this Friday, received refund into my account this morning, excellent customer care, many thanks.

Steph312

Hi

So how can I be sure of where I stand with BT and get BT to send me a formal letter as they had promised our telephone call?

skea56

God I am very popular with BT these days - got a phonecall from Olga at the BTCare team last night, apologising profusely for the service I had received, she could see from my account that I had requested BT Sport to be removed on quite a few occasions but that this had not been done. She is to remove the element and get back to me after Christmas with an update and to ensure that all charges are also removed from my account.

Today then I receive a phonecall from Daryl, who unfortunately was unable to listen in to the original call in August as it had not been recorded...:question::shocked: but that he could not understand why I was asking for it to be removed as my account was closed and no BT Sport was active???????? Exactly the same response as the last advisor I spoke to back in Sept. He also couldnt understand how or why I have received a letter from BT saying I am to be charged from 23rd Dec or why I am able to receive the channels. But I have received complete assurance from him that I will receive no charges for this service.....I await with bated breath lol!

I do have his direct number and his email address so that if any charges or future bills do arise I can contact him straight away and get the matter rectified!

A whole lot of hassle but hopefully that is the matter sorted now. Thank you to the BT forum team, especially Olga who really put my mind at ease last night and also to Daryl from today.

If only the original advisors had been as helpful and actually read the notes on my account (as Daryl and Olga were able to do) this matter could have been dealt with 3 months ago and not ruined my belief and trust in BT for any future dealings.

sk56

Idiophreak

nickcc wrote: »

Must recommend the BTCare link from the BT Company Representative. I had been struggling to get a refund from BT for incorrect charges regarding early cancellation of my Broadband Infinity contract after switching to Sky. I had tried 3 times to get the agreed refund, twice with BT's outsourced call centre, and had been promised that the refund would be in my bank within five days but still nothing happened. I used the link to BTCare and a chap called Danny Sheerin phoned and confirmed that I would have the refund by this Friday, received refund into my account this morning, excellent customer care, many thanks.

So all it took was a few lies and broken promises on the phone, then post a message on a forum to name and shame them, then have them send you a link, follow the link, get a call and then you can have the money back that they shouldn't have taken from you in the first place.

I think the call centres have left you a little punch drunk, to be honest. Your experience and "excellent customer care" really don't belong in the same paragraph

BlueSky1

We had BT fibre broadband put in in January. They were shocking. My husband has a very firm way of dealing with people like that in a very calm and unruffled way - he's like poetry in motion (he used to do a lot of that kind of thing in a previous job).

He just stuck at them, repeating himself, and sticking to his guns, until they gave in. They gave us a substantial refund. Still don't feel thrilled. We haven't got cable where we live though or we'd have that.

nickcc

Idiophreak wrote: »

So all it took was a few lies and broken promises on the phone, then post a message on a forum to name and shame them, then have them send you a link, follow the link, get a call and then you can have the money back that they shouldn't have taken from you in the first place.

I think the call centres have left you a little punch drunk, to be honest. Your experience and "excellent customer care" really don't belong in the same paragraph

Now how would you like me to respond ? My reference was to the help I received from the BT rep link on this forum, most other large companies have no such help available and your left chasing your tail.
I switched from BT to Sky because I was extremely unhappy paying for a service I didn't want in the first place but I have no illusions regarding Sky's failings either. I do believe that we should try to get more direct links to these large organisations and praising them where praise is deserved must be the way forward, just my opinion.

Idiophreak

nickcc wrote: »

Now how would you like me to respond ? My reference was to the help I received from the BT rep link on this forum, most other large companies have no such help available and your left chasing your tail.
I switched from BT to Sky because I was extremely unhappy paying for a service I didn't want in the first place but I have no illusions regarding Sky's failings either. I do believe that we should try to get more direct links to these large organisations and praising them where praise is deserved must be the way forward, just my opinion.

They're not children, we don't need to go down the route of positive reinfocement. They're a massive, greedy company that you pay for a service. They get the cheapest workers they can in order to make more profit. They know the effect this has on customer service, they just don't give a rats bottom.

To answer your first point...How should you respond? Tell BT where to shove it and go elsewhere. The sooner *many* more people start doing that, the sooner BT will *have* to accept that they're not a monopoly anymore and they have to start treating their customers with some kind of respect. They're a big greedy company, their pocket is the only place you can hit them that will hurt.

Sky12

Glad I'm not the only one having BT problems! I had to cancel my direct debit last week as BT decided to change the way they collect direct debits; they now collect payment 8 days after bill rather than the former 11. No explanation - they just did it! This means money due out of my account 4 days before I am paid - and as I have a basic bank account with no overdraft facility, a low wage and am struggling to pay my bills anyway I had no option but to cancel or have a £15 charge levied by the bank. I had a lengthy and fruitless 'discussion' with the outsourced robots who can only answer questions they've been prepared for, and could not offer an explanation as to why the method had changed. I got precisely nowhere. No UK based 'phone staff for domestic customers, in the end I wrote a 4 page complaint about their awful service (and also the appalling e-mail service which is so slow it drives you mad, all the ads being downloaded first before you can even access your mail!) to the only address I could find, somewhere in Durham. I'm still waiting for a reply.

Today's problem: I have now reinstated my direct debit with the bank (yesterday) as the money is there now to pay the bill; the UK based call centre staff at my bank advised me to contact BT because they will need to know the DD has been reinstated and will now also need to request the payment that was missed on 11th. Easy? Not with BT (b*oody terrible, I think this stands for). I either have to try to get the robots to understand, which I didn't fancy again after last week, or could do it on line but surprise surprise, there are stock questions/answers and nowhere on the BT website can I actually request them to ask for the DD! I'm going to ring their general enquiries number later (02073 565000) and hope it's a UK centre!

As BT staff in the UK apparently pop up here occasionally I hope one of them reads this - all I want is for BT to request that missing payment but it seems I might as well be asking for the moon!

Oh, and BT staff - if you are reading - please explain why a customer of 4 years has to be treated as a new customer when they move a few miles down the road and change their landline number - thus locking us into an 18 months contract which we will have to pay to get out of before the period expires. Rip off!!!! :mad: