BT Complaints & Escalation

joey1211

Missed a phone call on my mobile at 10am. Message left on answer phone tells me that someone will contact me on Wednesday to arrange another engineer visit. WOW, what an escalation!

Why do I need another engineer visit? I have no cabling entering my property from the pole outside. Until they do this, why do I need to be there twiddling my thumbs for a fifth afternoon.

dave1309

my parents are also having problems when they signed up to calls and bb package they were told they would get a dedicated line which would speed up their internet as trusting 75 year olds they signed up. they have been complaining for a year now that there is no improved speed only to be told last week that there is no such thing as a dedicated line,unless it is for a business.despite BT hearing the recording of said sales pitch they have only offered them £10 comp. apalling company any advice wba

SkydiveDave

Hi.
After being with sky broadband and TV for 12 months and never once had a gripe I'm absolutely disgusted to say I moved to BT!! The ordeal starts from day 1. Why when I got sky broadband did I get an engineer out straight away to set my broadband up? Why did it take over two weeks for BT to get my broadband working? Is this a ploy so you can't cancel because you're out of the cooking off period? I think so!! How can you actually test something and be completely happy when you don't have it? I've tried calling you lots of times to be passed around from pillar to post. Only to go back to the start and talk to somebody that knows nothing about my complaint. I've text everyday of which I have proof and nobody has called me in over two months now. I'm reporting you to trading standards and also ofcom. I will also be setting up a Facebook page to make sure absolutely everybody knows about how bad your customer service really is!! I just wish I'd have looked at the reviews before I signed up. I've spent a small fortune calling you from my mobile as nothing works at home. I'm not calling anymore. If rather go to court and have my say. It's disgusting BT!! Please please will you just let me leave and I'll go elsewhere. You've not shown one bit of professionalism and you should be ashamed to call yourself British Telecom!!

Nutt

I have similar experiences with BT, I was warned off them, but having a pretty well feature router, and thinking it would be a straight swap from my existing, working internet provider to infinity 1, requiring a minimum of work to install, led me to think, what can go wrong...

everything was looking fine, until the install date (well, switch at the cabinet box) came and went, leaving me with no mobile signal ( we have no three signal in our area, so a broadband connected home signal booster) an inability to preform my NHS job ( I need to be on call at night) and of course no broadband.

Im still paying my previous provider, so how come my broadband has been cut, but not switched straight away to BT?

DanWilliamson

I am also experiencing similar issues with BT and lack of ownership on orders, appalling customer service, unexplained and unjustified delays with orders.

An utterly horrendous and stressful experience in all BT related orders.

Cotta

Hi BT Rep,


I've been in daily touch with BT since January 13th about an issue with my contract at a severe expense regarding both my time and calls. I called yesterday and was advised by an advisor called Vicky that the problem had finally been resolved and she would be in touch at 9 am this morning to take payment - I am still awaiting this call.


I also want BT to reimburse me for the higher premium contract I've been on during this time, their negligence and the time and cost contacting BT trying to resolve this issue.

Dumyat

I am struggling to understand BTs billing systems and their offshore call centre can't understand why I am upset at paying both the annual line saver and the standard line rental, and having amounts debited from my bank that I don't actually owe. Reading this thread does not install any confidence.

Gurk1986

yet again someone not looking into the correct issue with the case - aka the 9 missed promises from 'managers' the theft of wrong amounts of money that were unauthorised from my bank account - the fact BT cut off my service and refused to take calls from me to discuss the issues and the stress and inconvenience this has called.

Good evening Carl

Many thanks for your email and I am sorry to read that you have not received the calls as promised. I will check the account in full and notes attached.

BILLS & PAYMENTS

Carl the payments you made, were all refunded to you except the June payment of £35.28. I will give you a breakdown -
10 April you paid £19.17
16 April you paid £23.62

Both these payments, total £42.79 were refunded back to you.


On the 20th May the Direct Debit of £74.78 failed.

The May bill was £74.78 in total. You paid £35.28 and BT applied a Credit of £39.50. This cleared the account up to May.

The June Bill was for £53.95. This was paid for by Direct Debit but BT paid you back the £53.95 so your balance of £53.95 was carried forward to the
July bill and added to the July charges.

The July Bill outstanding balance was for £95.44. Nothing was paid on this bill.

The August bill included the £95.44 ( June & July Balance) and August charges of £33.99. The August Bill showed you owed BT £129.43.

The Final Bill due to non payments from May was £193.40.

Several emails and reminders were sent to you. Also my colleagues have advised you of the charges over £31.99. When the Direct Debit was cancelled, you had Payment Processing fee, you also had late payment charges. Also on your Final Bill, you have charges for discount packages you had with a 12 month term, when you placed the order, you would have been made aware of the Held to Term Charges for any part of the services stopped with 12 months.

On 6th December you set up Monthly Payment Plan by Direct debit, you have to receive bills monthly for the Monthly Payment Plan, thus the reason that you went from monthly to quarterly billing.

Carl if you check your bank statements, you will see the refund of £42.79 in May and £53.95 in June. All that you paid BT from April 2014 is £35.28 which you paid in June by Credit/Debit Card. You will see the payments refunded, no payment from April was kept, all returned to your bank excluding the £35.28.

As my colleague explained to you by telephone on 23rd January, he maintained the charges which is correct. I will monitor your case but please do be assured that the balance is correct and you need to make contact with the agency as soon as possible to make the payment.

Thank you for contacting BT.

Kind regards,

Brid Campbell McManus
BT Customer Services

I then responded THREE times and no response!!!

Brid,

Yet again you have not looked into this just as your pathetic, rude, unprofessional colleague didn't on the 23rd January.

If you listened to the call as 9 of your colleagues promised they would and never did on 3rd June/July you will hear your colleague promise that there will be no other payment other that the AGREED £30.99 taken from my account as the account balance was at ZERO once the credit card payment was paid by myself in May. He also agreed that If any other payment was taken other than that exact agreed amount that I could pull back the Direct Debit as I did and also agreed that I could charge you £20 each time you made the mistake. Go away and Listen to the call and I want a copy of this call. This alone will stand up in court and is exactly where I am taking this. I have already had a free consultation with Irwin Mitchell Solicitors who have said they are willing to take this case and take it to the telecoms ombudsman and take action against you. I wish to receive all of the calls I have had with your 'managers' all 10 calls in the last 8 months since the call with the manager on 3rd June.

You have 'emailed' an email address that was not active since July 2014. You have sent no letters to my address or made ANY calls since May 2014. You have lied on recorded calls I have recordings of and demand copies of the calls from you to take to court to make sure you haven't changed them in any way and both sets of calls will be taken to court.

You have caused not only damage to my credit rating that is irreparable in the timeframe I needed to get the mortgage on the house I had paid fees for so I have lost these and due to all of this mess and stress I have been diagnosed with stress and depression by my doctor due to the stress and pressure you have put me under having debt collection agencies calling and writing with threatening letters and calls on your behalf.

Now both the colleague on 23rd and yourself have given this pathetic excuse of a final decision without even investigating causing more stress and wasting more of my time.

I am demanding a copy of every call I have had with the 'managers' and if they are not managers then this is simply more lies.

I request these calls be sent immediately to begin legal proceedings against you on Monday 3rd February.

If you require any further information please feel free to pick up the phone and call me on 07581 460917 and if I cannot give you the answer I will get the solicitor to call you directly.

Kindest Regards,


NO RESPONSE

I take it yet again I am just being ignored?

Very professional.


All going in court case this is an utter disgrace

NO RESPONSE

3 days later I sent I take it yet again I am just being ignored?

Very professional.


And still no response from these complete jokers.

Someone please advise me on what you think I should do. 9 months this has gone on for and I want to get justice for this horrendous treatment.

any help would be greatly appreciated!!!!!!!!!!!!!!

MmorganJ

Im absolutely speechless and the poor capabilities from BT in trying to place a simple order of getting BT infinity and TV package installed into a property i have moved into. I have no prior account with BT.

I placed an order on 14th Jan on-line and received confirmation of the online process and that full confirmation would be recieved in 5 days and to call if this was not received I then called the order processing team to request that the equipment was sent to my current address so i could make sure this was received prior to the move in(advised this would be delivered on 28/01/2015 . So 6 days passed with no follow up so i called BT to find out the issue. I was advised there were issues confirming with the current occupier that they are leaving the property and the line can be taken over by myself. BT struggled to speak with the current occupier and asked if i had contact with them to ask for them to call BT. When speaking with the current occupier i found out BT sent them a text message asking to confirm they want to cease supply to **MY** current address which was nothing to do with the address i was moving too. I had confirmation from the previous occupier they had spoken with BT and confirmed everything they needed to and when i next called BT they confirmed the same and advised it would take a few days for the working line take over. By this point i had raised a complaint so was speaking with the customer resolution team in Leicester with a person called Priti Vaja(21/01/2015) who advised she would call me back on 26/01/2015 with an update to confirm the start date for broadband(i have a text to confirm this) all they while maintaining there were still time to get the broadband activated for the 30th Jan. I had no call back on the 26/01/2015 so my case was passed to a case handler called Deb when i called back. Deb called me on 28/01/2015 and confirmed there had been an issue with the order and it would no longer process so had to cancel and complete a line stop and re activation and this would be done on the 29th and that someone could then call me on 30th(deb was not working this day) to confirm the activation date(as someone needs to flip a switch at street level) and that Monday was most likely. I did not get a call back until 5.30pm on this day (despite being advised it would be in the morning) only to be told it was too late in the day to confirm an appointment with the engineers due to being 5.30 on a Friday. I escalated the call to a manager who could not get any confirmation we can get the line activated before Thursday and asked to be escalated further as i now want to go to the Ombudsmen only to be advised they were no higher managers available. I then requested a guaranteed call back before 12 noon on 02/02/15 to confirm when the appointment would be for the engineer. During this time the Equipment that had now been confirmed to be shipped on the 30th had been delivered to an old address that had nothing to do with the order or the address i asked for the equipment to be sent to(Luckily this was a parents address so was still able to collect however it did not include the TV box i originally ordered) I did not receive the call before 12 noon so called my case handler back(deb) who had only started at 12 and am now awaiting her call back whilst she investigates. its been 45 minutes so far surely it would not take that long to look into a case she is familiar with and get confirmation?

Absolute shocking service from BT which in all honestly should be a routine task for them that one would assume occurs daily.

I keep being told that compensation would not be calculated until after the activation. At this rate i do not think that is going to happen anytime soon. can the BT rep from this forum investigate also?

Gurk1986

MmorganJ wrote: »

Im absolutely speechless and the poor capabilities from BT in trying to place a simple order of getting BT infinity and TV package installed into a property i have moved into. I have no prior account with BT.

I placed an order on 14th Jan on-line and received confirmation of the online process and that full confirmation would be recieved in 5 days and to call if this was not received I then called the order processing team to request that the equipment was sent to my current address so i could make sure this was received prior to the move in(advised this would be delivered on 28/01/2015 . So 6 days passed with no follow up so i called BT to find out the issue. I was advised there were issues confirming with the current occupier that they are leaving the property and the line can be taken over by myself. BT struggled to speak with the current occupier and asked if i had contact with them to ask for them to call BT. When speaking with the current occupier i found out BT sent them a text message asking to confirm they want to cease supply to **MY** current address which was nothing to do with the address i was moving too. I had confirmation from the previous occupier they had spoken with BT and confirmed everything they needed to and when i next called BT they confirmed the same and advised it would take a few days for the working line take over. By this point i had raised a complaint so was speaking with the customer resolution team in Leicester with a person called Priti Vaja(21/01/2015) who advised she would call me back on 26/01/2015 with an update to confirm the start date for broadband(i have a text to confirm this) all they while maintaining there were still time to get the broadband activated for the 30th Jan. I had no call back on the 26/01/2015 so my case was passed to a case handler called Deb when i called back. Deb called me on 28/01/2015 and confirmed there had been an issue with the order and it would no longer process so had to cancel and complete a line stop and re activation and this would be done on the 29th and that someone could then call me on 30th(deb was not working this day) to confirm the activation date(as someone needs to flip a switch at street level) and that Monday was most likely. I did not get a call back until 5.30pm on this day (despite being advised it would be in the morning) only to be told it was too late in the day to confirm an appointment with the engineers due to being 5.30 on a Friday. I escalated the call to a manager who could not get any confirmation we can get the line activated before Thursday and asked to be escalated further as i now want to go to the Ombudsmen only to be advised they were no higher managers available. I then requested a guaranteed call back before 12 noon on 02/02/15 to confirm when the appointment would be for the engineer. During this time the Equipment that had now been confirmed to be shipped on the 30th had been delivered to an old address that had nothing to do with the order or the address i asked for the equipment to be sent to(Luckily this was a parents address so was still able to collect however it did not include the TV box i originally ordered) I did not receive the call before 12 noon so called my case handler back(deb) who had only started at 12 and am now awaiting her call back whilst she investigates. its been 45 minutes so far surely it would not take that long to look into a case she is familiar with and get confirmation?

Absolute shocking service from BT which in all honestly should be a routine task for them that one would assume occurs daily.

I keep being told that compensation would not be calculated until after the activation. At this rate i do not think that is going to happen anytime soon. can the BT rep from this forum investigate also?

I would be extremely interested in speaking with you regarding this case and potentially combining your issues and mine into a legal case together? both of us have had an unacceptable, disrespectful, unprofessional service and I believe together we could sue for a substantial amount of compensation for this?