BT Complaints & Escalation

StirlingBear

@tij303

Yes same script mate spent all good friday on the phone trying to get reconnected to finally be told that only the sales team could do this and they were shut until Tuesday. The Mrs phoned up while i was at work yesterday and they opened a new account using my e-mail & mobile number & her bank details. now i cant access this new order or use the BT wifi ect. this is going to be another disaster.

I now too have more kit on the way that i dont need


@andy

This was my first thought as well, seems all to convenient that these great deals never seem to go through and you end up having to phone up and reconnect forfeiting your right to the original offer.

I am now looking into the legality of them using my details for my partner to create a new account. Does not sit well with me.

Plus the fact they have added premium tv channels that were not part of the original first two orders.

tij303

StirlingBear yes very odd - now getting the obligatory automated emails including one now saying sorry you have chosen to cancel and another asking for the equipment back !! You could not make this up.

Adding insult to injury one of the emails cheerfully confirms our number as standard listing when we were clear about being ex-directory and of course the promised call back to confirm refund of charges never came today.

Shocking.

andyca

Reminds me of this:
http://www.theguardian.com/money/2012/jun/01/get-bt-listening-visit-hq

Who fancies a trip to London?

In all seriousness, if there is an endemic issue with BT cancelling orders and trying to sell packages at higher prices would OFCOM be interested? Anyone know how this would be regulated? I would have said it would be a job for the OFT but it's a bit late for them.

StirlingBear

I'm supposedly getting a call back today with some manager who is dealing with my case, If i hear nothing or the services are not back on I am phoning them after work to just cancel its not worth the hassle and stress.

I am now wondering what will happen if i do cancel, more than likely they will try and hit me with some crazy cancellation charges ect ect I can almost guess what will happen next with them.

JJ_Egan

(I am now wondering what will happen if i do cancel, more than likely they will try and hit me with some crazy cancellation charges ect ect I can almost guess what will happen next with them.


Usual is contract debt gets passed to debt collectors and your credit record gets trashed for the next 6 years .

StirlingBear

JJ_Egan wrote: »

(I am now wondering what will happen if i do cancel, more than likely they will try and hit me with some crazy cancellation charges ect ect I can almost guess what will happen next with them.


Usual is contract debt gets passed to debt collectors and your credit record gets trashed for the next 6 years .

Would they not have to actually provide me some sort of service before this type of thing happens? They state you have 14 days to change your mind.

Think I will be exercising this right just shortly.

StirlingBear

Got a call from a nice chap at BT last night who said he is taking complete control of my order from now on.

He had no idea what had happened or why my account had been cancelled but assured me he would get me connected first and foremost and after that sort out my package and bill and any compensation I am due.

Sounds a lot more promising than whats happened so far so willing to give the guy a chance to fix this. I will post an update on how i get on.

JJ_Egan

Sounds like you got through to the real customer services .They have always sorted problems for me .
Route to get to them i take is to make sure of my facts/problem check the members page help .No joy and if its a serious problem then the contact us email in that help section is used . It may take time for a reply depending upon the problem .

owlife

ive been with out fibre optic for 1 month now the call center is a joke and now bt tell me an engineer wont get to me for another week i called open reach but i was told they cant do anything untill bt tell them to.
my neighbour is having the same problem HELP

StirlingBear

I managed to get up and running (almost just waiting on BT Sport being reactivated) but the guy who I am dealing with says he cant get me the same deal as I had before even though BT are advertising a better deal online. My only option is pay the extra £4-5 per month or cancel completely again.

Any ideas on how to make a proper complaint to BT?