BT Complaints & Escalation

ponderer

My mum is with bt and her bt line rental saver didn't run out till 7 jan but she had charges in dec. Rang up and she paid early this years libe saver rental. While on the phone (and I was there with her) she asked how much before anyscharges would it be a month. She was told 18 pounds and 90 pence. She was told it had increased slightly from the 17 she was paying last year.
when her bill came through it is not 18 it is 23 a month. When she rang to complain she was told nothing they could do. she has asked if she can have her line saver be refunded as she now wants to go elsewhere also been told no. Can someone please help.

BT_company_representative

Glad we were able to help @pjrimmer. Thanks for letting us know.

@ponderer, I???ll be happy to take a look at this for you. Drop me an email with your details. Contact info in my profile.

Cheers

David

Ola12

Hope I am doing this right!

Around our little village BT has been digging the verges to lay ducts for new superfast (I hear you all laughing!) broadband fibre optic cable and they have in the process managed to damage the existing phone lines. We have been without landline since before Christmas and the internet is so dead slow and stop we may as well not have it (3 attempts and almost ½ hour just to open an email!). Most of the houses in the villages are affected to some extent. The engineer on 30 December confirmed that it was their fault but as there were so many faults on the line he was not able to fix it. Next appointment on 05 January the engineer did not even turn up!. Kept getting fobbed off by call centre with mis-information and every deadline has been missed. We now have flooding at one of the junction boxes about ½ mile away so they now have a valid excuse for yet another delay. MBORC is what they called it and is now a new ‘word’ in our vocabulary!!. All I can say is that the weather was fine all w/c 05 Jan when they should have been here to fix it.


We have now been given a date of 30 January. I know that they won’t look at compensation until the fault is fixed but felt that the engineering department just had no urgency to rectify it despite causing it and hoped a complaint might encourage them to fix it so sent in my first ‘draft’. My original T&C was Daily Rate Compensation of one month rental for each day we don’t have the phone but apparently that has changed and we are talking pennies not pounds. And because our internet is not totally off no compensation for that – not taking into account how dead slow and stop it is and how it disappears on us for hours at a time! Couldn’t even post this last night as lost internet from around 7.15pm until after 11.00.


It is BT negligence which has caused this and they just don’t care. They will make a lot of money charging customers for the upgrade which is mainly paid for by the Scottish Government and our local councils who have put in £283m for the work compared to BT £126m. Ideally I want my phone and internet back and nothing will really compensate us for the stress they put people through, but feel that I should pursue BT for compensation as money is the only thing they understand. Their code of practice states that their customer is at the heart of everything they do – rubbish!


I would be interested to hear if anyone has had a similar problem?

DRP

I was BT customer for phone and BB for many years and was satisfied with their service.

However, in 2013 when I moved house and tried to cancel my account it was an extremely tortuous experience. As of about a year ago (after several aborted attempts), I thought everything had been sorted... fast forward to today however and it seems the saga is still ongoing, as I have received a bill of close to 500 quid!!


Timeline:

25th October 2013.
Phoned to tell BT I was moving house and wanted to transfer my account to the new address. I received a confirmation email and a new landline number for the new address.

Early November 2013.
After moving house at the end of October I subsequently decided I would go with Virgin Media as BT weren't able to connect me for about a month. I therefore cancelled my BT contract and the engineer visit over the phone. I subsequently cancelled my direct debit.

22nd November 2013
This was when the problems started. I received an email saying the BT engineer was coming to my new house to connect me. I rang BT and cancelled the engineer and re-confirmed that I no longer needed BT as I was already connected to Virgin.

2nd December 2013
I contacted BT by phone as the new owners told me BT were refusing to connect them as they thought I was still connected. I rang BT again and was again told my account was being cancelled.

17th Jan 2015
Just received an email bill for £481.93 which is apparently rental and BB for more than a year. Searched my spam box and lo and behold there were all the quarterly bills...

Tried to contact BT today, but nothing can be done one the weekend it seems (despite advertising on BT.com that the billing & complaints lines are open today). I just rang my old landline number and it has been suspended, presumably as the bill hasn't been paid *rolleyes*


1. Not once have I received a failed or late payment letter or email (all my post is still being diverted from my old address). BT have just continued to accumulate line rental charges on my account.

2. The BT landline i supposedly owe money on shouldn't exist, as BT allocated me a new number at my new address when I originally contacted to say I was moving (confirmed by email).

3. The bill I received today states my old address. I have a confirmation email that BT were changing my address and phone number back in November 2013.

4. The new owners of my old house have their own phone line.


Please can the BT representative get in touch to try and sort this out ASAP, as this is a ridiculous state of affairs.

BT_company_representative

Hi Ola12,

Sorry you???re having so many problems with BT. If the problem requires road closures to correct coupled with an MBORC (matters beyond our reasonable control) then it would certainly get delayed but I can check what???s going on for you if you wish. Just drop me an email with the details. You???ll get the contact link in my profile.

Cheers

David

BT_company_representative

Hi DRP,

I can help you as well. Just drop me an email with the details. You???ll get the contact link in my profile.

Cheers

David

DRP

BT_company_representative wrote: »

Hi DRP,

I can help you as well. Just drop me an email with the details. You???ll get the contact link in my profile.

Cheers

David

Thank you.

I have just completed the form. Hopefully, you can contact me ASAP.

Gurk1986

I am well and truly ready to explode now.

I signed up to BT in October 2013. From month one there was issues. Agreement was £15.45 per month for first 6 months then £30.99 for the remaining 6 months.

in November they took £8.96 and then £15.45 two weeks later.

In December they completely turned off my internet phone and BT Sport and would only turn back on if I paid three months upfront as had changed to quarterly without telling me or me actually agreeing to this.

on April 14th they took £19.17

12th May £42.79

2nd July £53.95

I had a call with a senior manager who guaranteed me if I cleared what he said was the outstanding balance of £35.22 that he would guarantee no other amount other than the agreed £30.99 would be taken and agreed the date of 1st of every month. I also got the manager to refund £20 and promise on a recorded call that if they take any more money I could pull back the DD and charge them £20.

On August 5th they then took £92.91!!!

I had more than 15 calls including 7 managers that guaranteed me they would go away and listen to this call and call me back... Nobody ever did!
I never received a phone call, email or letter and in September they cut off all my services phone, internet and BT then refused to take my calls and nobody ever called back as I was told they would!

Out of the blue on 7th Jan get a phone call of cduk saying a debt of £193 been passed from BT with a £49 admin fee added!

Explained everything that happened to one of their useless staff - promised a call within 48 hours at the latest - possibly even that night if he could speak to BT........guess what....Never happened!

In the meantime I have a mortgage application declined due to a black mark on my credit file....THIS BT ACCOUNT!!!

A call off a 'manager' at cduk TEN days later apologising for not calling - had a BT manager called Ben on the line if I could call - said I could - spent 40 minutes on phone to ben explaining everything, he said he would go away request that the debt be made to zero and I receive compensation for the hassle and stress and consequences this has caused. promised a call on Monday at 6.00pm.........................You guessed it...............Call never made!

I make a call to BT at lunchtime on Tuesday to complain and express my disappointment that yet again a promise been broken. apparently Ben had a personal emergency.....promised a call back at 6.00pm that evening....................call arrived at 7.55pm

Spent 50 minutes on the phone to a manager who promised would re-listen to the calls as all calls recorded bla bla bla would be speaking to senior managers and would resolve and call me between 12.30 and 1.30pm today. He assured me I could take his word, he was a manager, he wouldn't lie to me etc etc. I asked him to repeat twice the time and date and the telephone number. Sat with phone on desk waiting to call between 12.30pm - 1.30pm
and low and behold it is now 5.51pm and there has not been one phone call, email or text.

I am at my wits end. not only has this joke of a complaint been going on since the 3rd of July but they have affected my credit rating so badly with the black mark plus the continuous checks done on my credit file through the pathetic conmen debt collection agencies they have sold it to that I have had a mortgage application declined.

Do I call them back?

Do I sue...???

Any advice would be greatly appreciated!!!

BT_company_representative

Hi Gurk1986,

I'm really sorry that this is still not sorted. Please use the contact details in my profile to send over your details and we'll be happy to look into your complaint.

Thanks
Neil

kris4em

I am currently having what I would call an "experiance" in the worst possible customer service and total lack of ownership I have ever experianced with BT.

To say Customer Service is dire is quite possibly a compliment. There is absolutely no point phoning Customer Services to find someone who knows what they are talking about.


Last week I had a call from one of your sales team representative about my contract with BT.She offered me to reduce the price of my BT pack currently at £29 + line reantal.The price I was offered was £28 and had to take it while on the phone.
I refused as I need time to look around for a deal.


Two days later I called back BT to ask what price they can offer me for my current pack and the price was £21.85. Ok !

The CS team member was very polite and he said that I have time to think about this and he will put note on my account in case I am happy to take this offer.



Today when I called back I have been told that I have to pay £2 extra because I want to keep my evening calls !
This was not what I have been offered !This is not the note on my account.

After this I spoke to a MANAGER and he said 'it's like ASDA !!!' You can buy a coke and on the next day the coke is different price !


Really ? ASDA- BT !
IS this is how BT team understand the company- they are working in ASDA ?


I have been customer for 2 years now.

All my problems have been resolved almost instantly and this is the first time when someone is saying that BT is like ASDA !