BT Complaints & Escalation

BT_company_representative

Hi pmacd63 ,

I am sorry to hear about the problems you have had with your order. I'll be able to look into this for you. Please send me in your details using the link found in my profile.

Thanks

Paddy

-Cynic-

BT web forms for written complaints are just another stalling tactic.


Staggeringly bad customer service.


Don't blame the staff ... it's the management.


Leave!

Poohcat

Well, I sent my details as instructed--and haven't heard a thing. Thanks Mr BT rep.

enragedandconfused

Does anyone know how to find the higher complaints number for Bt ? I have spend two months trying to get through to somebody that can actually help!! We moved out of our previous house last march, I was informed at the time by the Bt sales team that I spoke to that he would put our account on hold as the house we were moving to had no phone line and needed lots of work... so went away thinking this was sorted.... phoned them in december to say we would like to restart our account as were finally moving in , I was told that this is not a service that was offered, So i asked is there an account in my name in which i was told no. So I signed up with them again. 1 month later I received a bill at my new address for £300.00. I called bt straight away to say that there has been some mistake . I got through to a foreign call centre and spoke to a man who apologised and said there was some mistake and that he would sort this out for me .....one month later I received a final demand for the same amount . Again I called straight away and was called a liar and came off the phone in tears. A few days later I spoke to someone via the email chat service who said that she would escalate the case for me a few days later I received a letter demanding payment or threatening me with debt collection or court...Again I called them and was told that the case had been escalated and a manager would be in touch with me within 10 days. this was two weeks ago since then I have emailed the company and the only response I have received was from two separate debt collection agencies now hounding me on behalf of bt ....I am soo stressed by this and feel there lack of response has just backed me in the corner, I don't want to pay them for a service I did not have, need or sign up for how can they do this ?!

BT_company_representative

Hi enragedandconfused,

I am really sorry about this. I'll be happy to have a closer look and see what the story is.

Could you drop me in an email please? Just use the contact link in the forum profile.

Cheers
Craig

nickcc

enragedandconfused wrote: »

Does anyone know how to find the higher complaints number for Bt ? I have spend two months trying to get through to somebody that can actually help!! We moved out of our previous house last march, I was informed at the time by the Bt sales team that I spoke to that he would put our account on hold as the house we were moving to had no phone line and needed lots of work... so went away thinking this was sorted.... phoned them in december to say we would like to restart our account as were finally moving in , I was told that this is not a service that was offered, So i asked is there an account in my name in which i was told no. So I signed up with them again. 1 month later I received a bill at my new address for £300.00. I called bt straight away to say that there has been some mistake . I got through to a foreign call centre and spoke to a man who apologised and said there was some mistake and that he would sort this out for me .....one month later I received a final demand for the same amount . Again I called straight away and was called a liar and came off the phone in tears. A few days later I spoke to someone via the email chat service who said that she would escalate the case for me a few days later I received a letter demanding payment or threatening me with debt collection or court...Again I called them and was told that the case had been escalated and a manager would be in touch with me within 10 days. this was two weeks ago since then I have emailed the company and the only response I have received was from two separate debt collection agencies now hounding me on behalf of bt ....I am soo stressed by this and feel there lack of response has just backed me in the corner, I don't want to pay them for a service I did not have, need or sign up for how can they do this ?!

When I was with BT, before switching to Sky, I found that speaking to any outsourced call centre was a total waste of time as they make promises that they are unable to keep. Messaging the BT rep on this forum solved my problem with the result I was hoping for. Unless BT get their act together I will continue to remain with Sky even though I would prefer BT as my service provider.

enragedandconfused

I have now emailed the Rep on here, the CEO, The regional Manager and the Ombudsman . This thread has been so helpful...Lets hope I get a response from someone !!

captainhindsight_2

Hello i need some help with BT, I am a business and I am moving premises.

I ordered a new business feature line to be fitted with broadband last month i was given an install date about 3 days after my order and no body turned up, then i was given an install date last week somebody turned up and said what was on their job sheet was different to what i had ordered and couldn't fit the line. Today i was given an install date for next month but i have complained and now the install date is the end of this month.

I am worried that if somebody does turn up will they actually fit the line, because if they don't my business will have no phone line and no broadband. I have allowed a 6 week cross over period to allow for things like this but it clearly wan't enough.

I can't even get a temporary voip line without broadband and i am going to make serious losses if i don't have a phone and broadband and i am getting very worried for me and my staff.

Any help on who to call and how to get this sorted is very much appreciated

pmacd63

I did get a call on Friday 11th April, still told that I must be sent to the Forth exchange, told that the exchange at Carnwath (my local one) is full.

I know a telecoms engineer and he tells me that he doubts this but what can I say about that.

However you engineer came back out today to complete the installation and once again I overhear that the order has once again been wrongly completed. My Distribution Point is completely wrong, the telegraph pole that was assigned is in fact several miles away.

So back to you I continue to COMPLAIN! Why can't you process this order for a new line. A straight answer please?!?

BT_company_representative

Hi captainhindsight ,

I can get my colleague in BT Business to look into this for you. Please send me in your details using the link found in my profile.

Thanks

Paddy