BIG BT issue!!! help!

bobthebuilder69

Got BT vision calls broadband etc got up today BT vision wouldn't work called customer service to report told my accounts closed!! Checked bank statement payments made :-( 2 hrs call later I'm told my accounts been cancelled on 22nd may won't give me the name of whom cancelled it but by a BT employee!!! No record of me (only name on the account) calling in then told it's been upgraded at £51 a month to infinity!!! I haven't called in!! BT confirm I haven't and confirm the upgrades Been done internally WITHOUT my permission!!

What do I do ofcom? How can I trust BT now it's insanity!!

Who offers the best landline Internet and tv package with a uk call centre who understand English and don't con you.

Surely BT here are guilty of fraud?

skyinsider

Firstly, the big mistake people make is thinking that they can report such things to Ofcom - you can't. Ofcom look at trends and rarely even entertain individual complaints.

What you need to do:
1. Call up and lodge a formal complaint over the phone. Make sure the employee knows you wan't to make a formal complaint & make sure you have the employee read back your complaint.
2. Ask the employee to send you all details held on record attaining to you. if they can not do that, get the details of the correct person to contact. Follow through.
3. Tell them your expectation - you want your money back and your account cancelled. Tell them that if they do not do this you will do it by small claims court.

It isn't fraud if it is a simple error. It also isn't BT that are guilty of fraud if someone has called up pretending to be you. You need to remain calm and don't accuse anyone of anything unless you know for sure (and have evidence) to prove it - otherwise you loose all credibility.

bobthebuilder69

An employee had changed the account the fee and type and raised the direct debit amount they stated no call had been made by myself or anyone else a BT employee they would not name had done it

BT_company_representative

Hi bobthebuilder69

I have just seen your post and would like to look into this for you to see what has happened, if you would like me to help just checkout my profile section were you will find my contact info.

Regards David

Buzby

What happened? Was this resolved?

bankhater_1965

BT_company_representative wrote: »

Hi bobthebuilder69

I have just seen your post and would like to look into this for you to see what has happened, if you would like me to help just checkout my profile section were you will find my contact info.

Regards David

sorry for pinching the post , but since last december i have asked BT to send me the particulars of your processing fee charge for non direct debit payers at £1.89 per month , i have refused to pay it from december , can you please reply as to why i still havent recieved the particulars 8 months later

BT_company_representative

Hi bankhater 1965

I am sorry that you never received the information that you requested, if you check out my profile section you will see my contact details, send me over your details and I will gladly look into this to see what has happened with your enquiry.

Regards David