BT Complaints & Escalation

BT_company_representative

Hi Robbo2302,

I'll be able to take a look at the details of your complaint. Please send me in your details using the link found in my profile.

Thanks

Paddy

jaymoe

I regret the day I decided to leave Sky and go to BT. From day one I have had problems and now it has gone to far.

In February I changed my phone line from Sky to BT. From that moment I have been able to make calls but not recieve them. I got in touch with BT and was told about the cost of getting an engineer out if the problem was caused by something at my home

The engineer arrived and said some calls hadn't been made for the transfer and that the call for the making of calls had been made but the one for receiving hadnt. I still couldnt make any calls.

After another couple of months I was advised by someone very unhelpful that it would be quicker for me to just change my phone number rather than having to get in touch with sky to get it transferred.
I ask the customer service person about compensation as for the last six months I have not been able to use a service provided by BT. She agreed I was due compensation and this would be reflected in my next bill which I recieved today. I looked and the bill is for £168 as £129.99 of that was for a engineer callout

At 20:45 tonight I began a chat session on the bt customer help (which is open until 21:00) Bang on 21:00 after no help at all would you believe my session disconnected.

This service is appalling. What I feel I am entitled to is some (not all) money back due to not being able to receive calls plus £130 refunded off my bill

Am I ok to cancel the direct debit as I don't want BT taking money that they aren't entitled to out of my account

BT_company_representative

Hi Jaymoe,

I can look into this for you. Please use the contact information in my profile to send over your details and I'll be happy to help.

Thanks
Neil

mamacat57

How do you know your BT contract dates? Every time you make a change or add something like International calls they say that you start a new contract. But you never get anything in writing.
I've been paying £50 per month on direct debit but BT has started taking £76 saying that we are overuseing... even though we have unlimited for everything

cestlavie

My elderly father was promised a £15 credit in writing from a BT in June 2013 - I've just discovered, well over a year later, going through his bills, that it was never given!

crin

I am throughly disigusted with BT worst customer service ever, a load of shysters who don't give a fig if their service is rubbish or not and love to overcharge people to boot.

I joined BT in 2007 on a monthly contracted. Everything went well until the contract was finally renewed in Sept 2013. It has been a total disaster since then.

1 month after taking out the new contract BT informed me they were increasing the costs.

On the next monthly bill (Oct 2013) the said they were bringing the payment date forward from 1st of the month to 28th of the month. My pension went in on the 30th so the DD would have bounced. He did change the payment date to 1st but also changed the billing period to quarterly which I did not want.

On 1st Nov 2013 BT neglected to take the mobthly DD out which meant that the next bill came out for 4 months instead of 3 and again they tried to increase the DD but I had not noticed this on my bill (the only notification they gave) so £50 was taken out on 1st of January the only reason I saw this was that I checked my bank before oaying my council tax which is just as well as I would not have had enough to cover it and would have been charged by the bank for going overdrawn.

In Feb 2014 I rang again saying again that all was not as it should be and got the persaon to agree to the amount I normally paid of £35pcm which more than covered my bill. This was confirmed by BT in an email.

Next bill came out around March again with a note to say they were increasing my DD to £50pcm. Er no, don't think so. Rang again what a flaming fiasco it all is.

By around June I decided enough was enough and rang again. Got through to someone who I couldn't understand a word she said so asked to speak to someone I could understand (I had a major stroke in 2006 so cannot understand accents anymore). Was put through to some guy who was supposed to be the supervisor but I still coudn't understand a word he said and asked for a manager I was told he couldn't put me through or at least that's what it sounded like so I informed him that as an officer of the company he was obliged to accede to my request. He put me on hold for over 40 minutes at which time I was again connected to the first woman whi miraculously had been promoted over the 40 minute period to floor supervisor. I lost my rag and asked to be put through to the dept that deals with leaving BT. She read from a script and seemed incapable of understanding why I was unhappy and said that I wasn't listening to her. Yes I was but she wasn't dealing with my complaint.

I cancelled my DD as BT was incapable of providing adequate satisfactory customer services AND I couldn't trust them NOT to inflate my payments. At this time I then emailed a lette exolaining why I was unhappy.

I received an email waffling on about DD guarantees which had absolutely no bearing on tbe matter at hand as that is between the bank abd BT and not the customer and BT. I paid each month at £35pcm. I have just received my new bill.

This bill should have been for just under 1 calendar month as the contract expires on 18th September 2014 and includes a 1 off cost of £130 for an engineers visit that was organised by my daughter as no-one had been able to contact me by phone for a week. The engineer didn't find anything wrong with the system but with the equipment he was here for less than 10 minutes. This is a total and utter rip off.

BT is ONLY interested in flogging another of their products rather than fixing problems. I also don't understand how using the internet for checking emails, reading news reports and going on MSE and doing a few comps on facebook and twitter can possibly use 10 GB per month. I am sipposed to have used around 8GB this month and have hardly been on it. My Ipad is connected to my son's Virgin account as he has unlimited download (he has his line upstairs).

When I got this bill for £210.88 when the amount of line rental should only have been around (£14.91 unless I take out a NEW contract with BT made me feel very ill. I should point out that as well as having had a stroke I have a heart condition, have had a heart attack and am fighting breast cancer so this hassle I really could do without.

I don't have the cash to make payment immediately am totally peed off with the whole thing and don't know what to do for the best. My daughter rang this morning as the lines weren't open over the weekend (I got the bill online Sat) and the guy rang me to say the charge stands. less than 5 minutes later I got an aitomated message saying that they hadn't had payment and if it wasn't paid immediately they would restrict my service. I feel as if I just can't deal with all this on top of everything else. I don't know which way to turn or who to contact to sort this flaming mess out that would NEVER have occured if BT hadn't changed the paramaters in the first place.

BT_company_representative

Hi crin,

I'm really sorry you're having problems with your bills etc. I'll be happy to take a look. Drop me an email with the details. You'll get the contact link in my profile.

Cheers

David

crin

BT_company_representative wrote: »

Hi crin,

I'm really sorry you're having problems with your bills etc. I'll be happy to take a look. Drop me an email with the details. You'll get the contact link in my profile.

Cheers

David

Hi David when I tried to send you an email the contact details on your profile wasn't recognised as a valid email address please can you pm me with contact details thanks

[Deleted User]

crin wrote: »

when I tried to send you an email the contact details on your profile wasn't recognised as a valid email address (

You have to copy and paste the contact link into your browser, it's not an E-Mail address.
Here's the link;
http://bt.custhelp.com/app/contact_email/c/4950

crin

Moneyineptitude wrote: »

You have to copy and paste the contact link into your browser, it's not an E-Mail address.
Here's the link;
http://bt.custhelp.com/app/contact_email/c/4950

thank you I have sent it off now :A