BT Complaints & Escalation

spyhunter

Mohoney wrote: »

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.

You have someone who is from France living with you and all of a sudden there are calls to France on your BT phone bill.???

Unless BT are spying on you so they can make up false bills I think you need to question the young guy from France who is living with you.
More likely a mistake using overseas calling cards or indirect access numbers that have caused this.

Mohoney_2

He has been questioned by several people. What do you mean by indirect access numbers. He does not know my landline number.

POPPYOSCAR

What is it with BT!!!


Yet again went to use the phone and no dial tone.


Looked out the window and there is a van down the road, turns out someone has a fault and they have to work on the line.


Could you not have the common courtesy to inform us of this and that we will be without use of our phone and broadband while you sort out the fault on a neighbour's line!!

LongH

I was trying to get an early exit from my BT total broadband with 2 months remaining. Bt is asking me £65 for cancellation and 2 x 17 for the reaming term.


But I spoke to another chap from cancellation team and they said its £45 plus any remaining moths fee.


Could anyone from this board help me with the cancellation charges ?

coldasfire

Unfortunately you are not alone.

I have decided to give it a final try as I am in process of leaving BT now. I have sent an email to BTCARE@BT.COM hoping to get some response back. I am not holding my breath or any thing. They are charging me £178.21 for a bill which they have agreed is not more than £8.31. I have to go to my bank and ask them to cancel the DD as they are incapable of correcting their mistake. Don't know what will happen though but will keep you posted

Stevoddd

My mother is going through a frankly unbelievable experience at the moment with this company. I must be extremely naive - I've never experienced customer service this bad, or indeed thought it could even take place.

No accountability, lies, mis-selling, no contact... And no-one seems bothered at any of it on their side!

Below is the letter of complaint my mother sent on 9 March:

On 10 Feb I contacted BT to find out what I needed to do to enable the BT Sports channels on my TV.
The man my son spoke to explained I needed various upgrades and add ons as well as the actual box for the tv itself. He ran through a list of these and once I agreed, he said the order was placed and that he would get in touch to confirm dates.
When I didn’t hear anything further I again contacted BT on 13 Feb. This time I was told that the order was stuck in “pending” and had to be cancelled for reasons I’m not sure of. We went through the whole thing again to replace the order, although this time the figures quoted were slightly different. I was again informed I would be contacted to confirm dates.
After again hearing nothing I rang BT on 19 Feb. I spoke to a helpful lady called Christine who told us that the same thing had happened. By this point we were beginning to become very frustrated, but Christine did try to resolve the issue on our behalf. In fact she rang us up the following day, but sadly she was unable to rectify the situation, and told us that a technical team would be in touch within 5 days with a view to resolving the issue.
Again, nobody called.
We then received notifications out of the blue that our order was on its way, and we received a package on 6 March. Before opening the package I rang 0800 111 4567 to discuss the order today. At this point it became clear that all I had received was the equipment to upgrade to Infinity – no box to enable the viewing of BT Sports channels on television, which was the entire reason we had got in touch in the first place.
As the Infinity upgrade was to be activated the following day (tomorrow, 10 March) my view was that the best course of action was to cancel the order completely and get in touch with BT customer service, to explain what had happened and seek a satisfying resolution, but this in itself was problematic and it was only after an hour and a half on the phone being shunted from department to department that I was finally able to get the order cancelled by someone called Sumit in the order management team.
I straight away tried to get in touch with customer service only to find that the options for dealing with complaints were all unsuitable, as there was no apparent way of sending an email, as would befit complaints of a complicated nature such as this. Eventually I spoke to someone through the quick chat option, who advised that I would get an email option if I tried that avenue after 8pm – which seems a thoroughly unsatisfactory workaround to me.
In closing I hereby request some feedback from yourselves advising what course of actions you suggest to rectify this situation and hopefully amend for what has become a most disappointing customer service effort on behalf of BT.

It gets better though.

The following day we lost broadband altogether and it's still not back! When I rang up to find out what had happened, I was told by the BT staff member I spoke to that he could not rectify the situation.
He promised me a member of the offline specialist would be in touch the following day, and sent a text message to confirm this. I waited from 8 AM to 8 PM for someone to call, as advised – no-one rang, yet again.

A "case handler" eventually got in touch, who knew very little about the matter when we spoke to her, even though she presumably had all the info above at hand.

She really was awful and continued to try and mis-sell my mother - when I called her out on it she just went silent.

So basically my poor mum now has no internet at all, never mind BT sports on her telly, and no-one over there seems to care less. Shocking stuff!

If anyone could advise me with some sort of course of action I would really appreciate it.

Many thanks

Ukconsumer_2

I am simply amazed that a company the size of BT can get away with treating consumers in the way they are doing in this day and age. I am also having issues with my broadband supply. I'm on Infinity but do not get the speed that I was promised and signed up for. They have eventually acknowledged that they cannot rectify this and are unable to supply me the speed that I have been charged for but I can't seem to get anywhere with getting a resolution. I just want to part company and be done with it as I am so utterly disgusted with the way I have been treated. They tell me that I am supposed to be at deadlock stage and that they've written to me to confirm this, but surprise, surprise...I haven't received that letter just as I haven't received the calls back that I was promised. Surely this is illegal? They tell me they'll charge me £370 to leave the contract as there is still 12 months to run. Its certainly unethical. I am at a loss as to how to get a solution and leave the company of BT, any ideas would be most gratefully received.

Stevoddd

Paul-G wrote: »

Thanks Neil, reply submitted yesterday afternoon as requested.

Hello sir - was just wondering if this did any good?

Thanks

SoloDriver

My son has learning difficulties, so I manage his financial affairs for him, using his bank account.
He decided to ditch the hyper-expensive BT and assumed that the new supplier would cancel his BT account. It didn't happen but he cancelled the Direct Debit from his bank.
I phoned BT and they told me that all the charges due came to £189.28. I paid this, grudgingly, with MY debit card from MY bank account as his DD had been cancelled.
I have now received a final bill from BT which shows that the account is now £116 in credit! They are sending this money in the form of a cheque to my son, who will probably rip it up as he won't understand what it's for.
They will not refund this money to the card from which it was paid, mine.
Is this anything other than theft? I paid the money, they are now giving it to someone else!
Apparently, we should have reinstated the DD on his bank account before receiving the final bill. Right, like we knew there would be a refund! Even then, they would have paid him, not me.
I have since cancelled all my dealings with BT and will never go near them again.

hasho_one

the worst costumer cervices in uk