BT Complaints & Escalation

Gurk1986

I have tried finding your contact details Neil and the pages dd not load simply say loading...

please email me at cpmcgurk@yahoo.co.uk and I will provide you my mobile number to call me

Gurk1986

BT_company_representative wrote: »

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

I have tried finding your contact details Neil and the pages dd not load simply say loading...

please email me at cpmcgurk@yahoo.co.uk and I will provide you my mobile number to call me

Gurk1986

Gurk1986 wrote: »

I have tried finding your contact details Neil and the pages dd not load simply say loading...

please email me at cpmcgurk@yahoo.co.uk and I will provide you my mobile number to call me

I receive no phone call SHOCK or any response from Neil.

I therefore chose to call BT again.

APPARENTLY the manager DID call me back as promised - but he couldn't get through!!!! I had my phone with me at all times and not once did I receive a call from ANYONE at BT.

He left notes on the system under the name "tom" which is not the name he told me on Tuesday Evening (a very foreign name was given) said he tried to locate the call but was unable to do so. This must be the same issue that the 9 other managers had who said they would listen to the call and call me back must have had? weird how TEN YES THAT'S TEN managers all seem to have tried to call but have not been able to get through... and all decided to not leave a message either? weird huh?

The manager 'Tom' said in his notes that he cannot find the call therefore cannot confirm or deny all the promises that were made. doesn’t know why nobody contacted me or emailed or sent letters to confirm the service was being shut off or to chase an unpaid bill....but after considering all options the £193.40 plus the £48.35 charge from Collect Direct UK will stand and needs to be paid immediately.

I requested to speak to a manager and Asad (billing department in Accrington) goes away to get one. He then returns 2 minutes later and says the manager not willing to come on the phone..........................But wait for it..............................Promises me that I will get a call back tomorrow!!!!!!

Is this Jeremy Beadle come back from the dead and playing Beadles About on me? Seriously?

I would like to start legal proceedings against BT with immediate effect. Does anyone know how I can do this? There are too many lies, too many broken promises, too many false names and false information been given for me not to take them to the cleaners.

Please advise how I can sue them immediately?

Many thanks in advance
:mad:

JJ_Egan

(Please advise how I can sue them immediately )

You simply pay a solicitor to initiate proceedings .

Gurk1986

Has anyone used a solicitor to start legal proceedings against BT?

Does anyone have any recommendations for a legal firm that they have used and been successful with?

Many Thanks in advance::D

Gurk1986

Gurk1986 wrote: »

I receive no phone call SHOCK or any response from Neil.

I therefore chose to call BT again.

APPARENTLY the manager DID call me back as promised - but he couldn't get through!!!! I had my phone with me at all times and not once did I receive a call from ANYONE at BT.

He left notes on the system under the name "tom" which is not the name he told me on Tuesday Evening (a very foreign name was given) said he tried to locate the call but was unable to do so. This must be the same issue that the 9 other managers had who said they would listen to the call and call me back must have had? weird how TEN YES THAT'S TEN managers all seem to have tried to call but have not been able to get through... and all decided to not leave a message either? weird huh?

The manager 'Tom' said in his notes that he cannot find the call therefore cannot confirm or deny all the promises that were made. doesn’t know why nobody contacted me or emailed or sent letters to confirm the service was being shut off or to chase an unpaid bill....but after considering all options the £193.40 plus the £48.35 charge from Collect Direct UK will stand and needs to be paid immediately.

I requested to speak to a manager and Asad (billing department in Accrington) goes away to get one. He then returns 2 minutes later and says the manager not willing to come on the phone..........................But wait for it..............................Promises me that I will get a call back tomorrow!!!!!!

Is this Jeremy Beadle come back from the dead and playing Beadles About on me? Seriously?

I would like to start legal proceedings against BT with immediate effect. Does anyone know how I can do this? There are too many lies, too many broken promises, too many false names and false information been given for me not to take them to the cleaners.

Please advise how I can sue them immediately?

Many thanks in advance
:mad:

:mad:

Just had a 'manager' call me from the complaints department in BT. He did no security - asked no questions - opening line was I have looked into the details of this account and I cannot see any error from BT. Therefore the balance of £19.33 stands......

I then said are you kidding? the balance is two hundred and forty something - he asked my postcode then pulls up the CORRECT file and reads through all of the notes - we have a 20 minute conversation and I explain everything that has happened;

* Never took right amount of money bar one amount in the first month.
* Changing the bill without letting me know from monthly to quarterly.
* Cutting off my service in January because they tried to take more than the 'quarterly' bill and it was pulled back (by me)
* Forcing me to pay three months upfront as had changed to quarterly without telling me or me actually agreeing to this.
* For the next 3 months trying to take April 14th they took £19.17, 12th May £42.79, 2nd July £53.95 - all not the £15.45 per month that was written in the contract.
* The 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.
* The following month they took £92.91!
* 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!
* No 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. Never happened!
* mortgage application declined due to a black mark on my credit file, This BT Account!
* Call off a 'manager' at cduk TEN days later apologising for not calling - call with Ben at BT spent 40 minutes on phone, promised a call on Monday at 6.00pm guaranteeing that this would be resolved, never Called.
* I call to BT on Tuesday lunch, promised a call back at 6.00pm. Call actually received at 7.55pm
* Spending 50 minutes on the phone to a manager who promised would re-listen to the calls as all calls recorded, promised would be speaking to senior managers and would resolve and call me between 12.30 and 1.30pm on Wednesday. Asked him to repeat twice the time and date and the telephone number. No phone call, email or text received.
* Guy who calls himself Neil on here says get in contact - leaves no contact details - I leave details for him to contact me.....I receive no contact or response from Neil.
* The 'manager' who claims on BT's system that he's 'Tom' even though he told me his name was Burak or something similar, claims he DID call me back as promised - but he couldn't get through!!!! I had my phone with me at all times and not once did I receive a call from ANYONE at BT. he said in his notes that he cannot find the call therefore cannot confirm or deny all the promises that were made. Doesn’t know why nobody contacted me or emailed or sent letters to confirm the service was being shut off or to chase an unpaid bill....but after considering all options the £193.40 plus the £48.35 charge from Collect Direct UK will stand and needs to be paid immediately.

Baring in mind this guy had not even looked into the account (as he was talking about a completely different account for nineteen pound something at the beginning of the call) bearing in mind he had listened to NO CALLS at all. Then informs me that his decision is the debt £193.40 plus the £48.35 charge from Collect Direct UK will stand and needs to be paid immediately.

I then tell him that is a complete joke, with no investigation into all of their mistakes that he has come to a conclusion like that. I ask for a copy of this call as it is absurd to make a decision like that with no investigation from their complaints department and he says no the call wasn’t being recorded. I request / demand a manager get on the call now - I am told they cannot as there is no manager available. I request a call back today and am told that cannot be done it will take 5 days.

I honestly see no alternative but to proceed with legal proceedings as there appears to be no other way.

Does anyone have any advice? Anyone been in the same situation? Anyone have any recommendations of solicitors that have dealt with BT before?

Any help would be greatly appreciated!!!!!

BT_company_representative

Hi Gurk1986,

I'm really sorry this is not sorted, we don't have permanent presence on this forum so I only seen your post today. If you click on BT Company representative and then view public profile you will see a contact us URL that will bring you to a webform to provide us with your BT account details. I can not post this on the thread due to MSE rules.

Thanks
Neil

Oxtonite_62

I too have had a dreadful experience with BT......maybe there is a sympathetic legal professional out there who is also disgruntled with BT and would be willing to start up a class action against them!

joey1211

Thought I'd post my experience here to see if I could get anywhere

Arranged with BT for an engineer to call and move my phone line from one building to another

5th December: Took the afternoon off work for the engineer to turn up and ask me that he would be unable to move the line as the new building was higher than the old one. He said that a site survey should have been carried out before he was sent there.

10th December: Survey team poke around my property while I was at work with no prior warning

7th January: Take the afternoon off work to meet the engineers... who didn't bother showing up. A message was left on my mobile saying that they would phone me on the 8th to discuss the delay.

Try to go online but find that my internet does not work as the connection on the old line has been turned off.

8th January: Received no phone call as promised but do receive a text message apologising for the delay and to email delay.management@ to discuss the matter further. Have not received any replies to the two emails I sent them.

9th January: Phone up the helpline who put back in touch with sales. After much cajoling get them to arrange that my old phone line be re-connected, but with a different number as this has been moved to the line which has yet to be connected. This will be done by the end of the 12th January, which I also have to pay for. This will be refunded when I cancel it.

Confirmation email says that the line will be activated on the 15th January

12th January: Did not receive a telephone call from an engineer as promised

13th January: Contacted BT to tell them of their broken promise. Told that Openreach would confirm by Friday that the necessary re-routing of cabling has been done and that an appointment would be made for next week for the line to installed at the premises.

16th January: BT phoned and said that all necessary re-routing of cabling had been done. A third visit has been arranged for Tuesday.

18th January: Sent a diagram and lengthy email to delay.management explaining why I don't think that the necessary work has been carried out and for them to double-check that it has before I waste another afternoon off work waiting for an engineer to turn up and say that he is unable to proceed

19th January: Received no reply from the email sent yesterday. Contacted BT via their online chat. Asked them to phone me back after 1.30pm as I was at work. Received no phonecall. Contacted again via chat asking for a call back only to be put through to another call centre in India. I gave up at this point as I was at work

Received a call at 18:20 from a UK Call Centre telling me that they had received the email and had been assured by Openreach that all necessary work had been done that that the line will be installed tomorrow as planned.

20th January: Received a phone call at 16:00 from a call centre telling me that an engineer had been trying to contact me but had now left the area and would not be keeping the appointment. Received no call on my mobile, which has always been the number BT use to contact me. Dialling 1471 on the temporary line at the old premises logs a call at 13:30 from a number I do not recognise. No message was left on the answer phone.

21st January: Received a phone call at 6.00 pm from a call centre apologising for yesterday's missed appointment. The engineer has told them that he knocked on the door and left a card stating so. No card was posted through my letterbox. So, he's either lying or knocking at someone else's door. A new afternoon appointment has been made for Friday 23rd.

23rd January: Received a phone call at 16:30 from an engineer asking whether my phone line is now up and running as his notes indicate that an engineer has been at the house, installed the line and faceplate and left.

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I have added the following after the initial post

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24th January: Posted this diary on the moneysavingexpert forums in a thread dedicated to BT complaints. A BT representative posted asking me contact him.

26th January: Missed a call to mobile. Message on answerphone tells me it's with regard to the diary I posted on the mse forums and that I would be contacted on Wednesday to arrange anther engineer visit.

Send another email to delay.management@ stating that I had no intention of wasting another afternoon waiting for a visit only for them to tell me that I had no cabling at the property. Send another sitemap of the property and surrounding area indicating the lack of cabling.

27th January: Receive a phonecall at 10am from an Openreach engineer asking for directions to the property.
Receive a phonecall at 5.30pm from a call centre telling me that another site survey is being arranged and that they have received my email. They were unaware of the engineer's call to me in the morning.

28th January: An Openreach van is parked at the base of the pole outside the property. A man is pointing up at the sky between the two poles where no cable exists.

30th January: Missed a call at 13.10. Phone the call centre to be told that the a new pole needs to erected and this should be done by 13th February. Asked for them to move my old number back to the old property so that I would have internet access again and was told that this would cancel the entire order and pole work. Offered free 30 days on their BT-FON network which I was assured I would be able to connect to even though I live in a remote area in a building with 2 foot thick walls. I am, of course, unable to see a BT-FON network from my property.

11 February: Receive a call from my case manager in Dundee asking me whether I am now happy that my telephone line is working. His case note show that the engineer has been at the property and showed my partner, a Ms Hughes, that it was all up and running. When I told him that I lived alone, I was then asked whether I knew of a Ms Hughes in the area who has recently had a telephone installed. Has promised to call me back by the end of the day with an explanation.

12 February: Case manager phones again and enquires whether I'm sure that I don't live with a Ms Hughes! Asks a load of questions which I have already answered numerous times and says that he cannot understand what is going on and will get back to me.

13th February: No pole work or cabling has been carried out as scheduled

16 February: Receive an email from BT congratulating me on my new order. I have been assigned a telephone number (I now have three) and an engineer is popping round on the 2nd March to install the box faceplate and cabling inside the house. Connecting the cabling to what, I do not know as I have nothing outside to connect it to.

18th February: Phoned up the Dundee Call Centre and speak to a very apologetic and sincere worker telling me that they have messed this up. Have asked them to scrap everything and to start again with a site survey, which will be fast-tracked and should be completed within five working days. Again enquire whether they can give me my old number back so that I can access the internet. The request has been put in my case notes.

20th February: Received a call back from the Dundee call centre telling me that I need to take another afternoon off work so that the engineer can turn and 'officially' log that he is unable to carry out the work and that a site survey needs to be done. If this does not happen then Openreach will charge me for the survey. I'll be honest, I was left speechless.

BT_company_representative

Hi Joey1211,

Reading your post it does sound like you have been through a bit of a nightmare with your recent order. I would like to take a look at this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy