BT Complaints & Escalation

JJ_Egan

Try the BT user forum through your accounts help pages .

Its BT Open Reach that do not turn up and you have no contact with them .

StripeyMiata

JJ_Egan wrote: »

Try the BT user forum through your accounts help pages .

Its BT Open Reach that do not turn up and you have no contact with them .

I had a billing issue with BT before I left them, they overcharged me £50. Spoke to the Indian call centre about 6 times, they always acknownledged the mistake and promised a refund. Never came. Posted it on the BT Forum, a mod contacted me within a few hours and was refunded within 2 days. Mod was very helpful and professional.

IMO waste of time ringing them, Forum is the way to go.

realkc

I've been trying to get a refund from BT for almost 4 weeks now. Everytime I ring them, they put me through to different people, then, when I do get through to someone, they say that a special team is looking after it. All excuses to try and keep me at bay. Ive been charged for 4 different things, including one charge of £176, which I was told would be refunded! Customer services are a joke, very quick to take money, very slow to help customers.
What way is quickest for trying to resolve these disputes? Facebook, twitter, BT Forums or something else? Thanks in advance for any help, so infuriating trying to get something simple done.

xukc

xukc wrote: »

What is BT CEO's email address please? Is it gavin.e.patterson@bt.com?
The only way to resolve problems with Vodafone in the past was through their CEO office, it's going the same way with BT. To cut a long story short I ordered a phone and broadband package for the unlimited broadband and bt sport. I couldn't connect to their broadband when it was supposedly activated so it all began. I must have spoken to 20 different people, put through to every single department from here to India and back, chat sessions, call backs at arranged time, hanging on the phone waiting to be connected... One evening a phone call lasted over 2 hours, I kid you not, I thought my head was going to explode. Who does this, I mean what company in 2015 gets away with such shockingly bad customer service?
So at the end apparently broadband order failed to go through but they still managed to land me with a new phone contract for a year. Which I am not having and I am not spending another minute on the phone to them (or another evening waiting for a call back!!). I am writing them a letter and I'm sending a copy to the CEO. Will it work better? Wait and see

Further to my previous post our latest bill is nearly triple. Apart from charging us for the package they never provided they slapped a £30.00 cessation charge for the broadband service they never activated!!! :mad: And we are still on the package they never provided!! Honestly, this is just absurd!

BT_company_representative

Hi Paul-G

I'm sorry to see you're having problems with your BT service at the moment if you need any help use the contact link in my profile to send over your details and we'll be happy to help.

Thanks
Neil

BT_company_representative

Hi realkc,

I am sorry to hear that you are still waiting for your refund. If you would like me to look into this please use the contact link in my profile to send over your details and we'll be happy to help.

Thanks,
Olga

Paul-G_3

BT_company_representative wrote: »

Hi Paul-G

I'm sorry to see you're having problems with your BT service at the moment if you need any help use the contact link in my profile to send over your details and we'll be happy to help.

Thanks
Neil

Thanks Neil, reply submitted yesterday afternoon as requested.

newton67

Sorry all, just another rant about their customer service.
Arranged an engineer visit between 1300 and 1800 due to poor broadband connection. Took half a day off work, nobody turned up or called, emailed or text as to why.
Waited 24 hours, still nothing, contacted them arranged another date,took another half day off, engineer turned up, fixed problem, issue with wrongly installed mast about half a mile away.
Sent various texts requesting call backs about being recompensed for loss of earnings, was promised numerous calls within two hours, nothing received.
Finally spoke with someone who offered me £10 for them not turning up to call and me losing half a days pay, approx 100 quid. After being passed to a supervisor it became £10 and a months line rental £16.99.
The supervisor did not apologise just said `Do you accept, there is no more`........... and that was that.
After reading some of the horror stories on here think ive had it, but anybody have any ideas before i move to sky ????????????

shoppingnoodles

I am so happy today - we have finally dumped BT after 9 months of hell with their appallingly poor customer service.


Our broadband kept dropping out multiple times a day since last June. Our router is 7 years old and we were pretty sure this was the problem. However BT would not replace it and told us we would have to pay a huge sum for an engineer to come out, as they could not work out what was wrong. Even though it was pretty obvious.


We have spent many hours on the phone, been lied to, called liars, overcharged, patronised, treated like imbeciles and told that we were not entitled to any refund despite the fact we were not getting the service we paid for. In fact after my last pointless escalation discussion reduced me to tears, we decided that we would no longer communicate verbally with BT. This resulted in a letter from them that was barely literate. A seven year old could have done better. If this is the standard of education of their "Managers" is it any wonder their service is so dreadful?


I can now without any doubt confirm that it was the router that was the issue, as having installed our new equipment from another provider it is working perfectly. BT we won't ever be coming back to you. Good riddance!

Mohoney_2

Having a nightmare with BT, they are claiming that I have made £120 phone calls to France on my landline over two days. Unfortunately I do have a young lad staying from France, but on one of the nights concerned I was in the house and I know no calls were made from my landline. BT refuse to believe me and are demanding that I pay this monstrous bill. The lad uses his mobile phone constantly on Skype, he has no need to use house phone. What can I do, BT refuse and keep saying the calls were made from my phone. I will be cancelling my phone with them asap.