We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
We're aware that dates on the Forum are not currently showing correctly. Please bear with us while we get this fixed, and see Site feedback for updates.
bt reasonable amount to0 ask for compensation

shaziam
Posts: 50 Forumite
in Phones & TV
hi i have had issues with bt and ended up emailing warren buckley, someone contacted me and touch wood the issues are being sorted she has asked me out right other than the phone calls we are wanting reimbursing for , what amount or other form of compensation are we looking for , any advice ??
i have put the email i sent below detailing all the lack of help and lies from bt
many thanks sharon
Hello Mr Buckley
i contacted customer services prior to placing an order with bt to see due to my mum being registered disabled and being in a wheelchair also currently having priority call outs should issues arise on her existing phone line her connection to a new phoneline and property be prioritised, i was advised the order had to be placed before operations could intervene as an order number was needed to get the line done sooner on welfare grounds, i was assured by the customer service agent once i had an order number it could be done and would be done sooner than the 26.09.12 which was the date that was showing. the order was placed online on 18.08.12.
i telephoned on monday the 20.08.12 and explained about my mum being disabled and they said they would email operations to request the line be done as a priority, the said they would be back in touch later that day. NO CALL BACK
i rang again on the 22.08.12 and was informed that an email would be sent to operations requesting the line be done as a prioity, i said this had already being done but was informed this is procedure, again i was told i would receive a call. AGAIN NO CALL BACK
rang again on the 23.08.12 usual email had to be sent i explained this was the 3rd email requesting the line be on sooner but was assured a call back would happen explained i had been promised this twice before.
24.08.12 call received from bt in response to an email i had sent asking about the phoneline being connected sooner, she said she would contact operations over this and ring me back on saturday morning on my mobile number which i had provided.
25.08.12 NO CALL FROM BT AS PROMISED AGAIN
27.08.12 rang bt again usual thing said about emailing operations i explained this had been an ongoing issue since 18.08.12 i asked to speak to a superviser i spoke to sunayan who promised 100 % to trust him and on checking the line he said it was ringing and the line was connected he also advised me on my mum arriving at the property the broadband hub and welcome pack was there waiting for her.
31.08.12 arrived at the property and guess what no phone line connected SO WE HAD BEEN LIED TO BY A SUPERVISER, we rang bt from my mobile and was on the phone nearly an hour i spoke to a manager who said she had emailed over the request as a priority as it had been rejected but couldn't say why, i said i had called many times but she said nothing was showing as calls been made previously over this issue, was promised a call back saturday monring before 11am , she also said broadband equipment been ordered as not on order and would arrive saturday morning and the phoneline would be connected on monday 100% promise. so again WE HAD BEEN LIED TO.
01.09.12
rang bt as no call from them and the guy said he would speak to them and on looking into it an email had been sent ordering the equipment and requesting phone on sooner and we was down to receive a call on monday but nothing to say it would be done on monday despite what she had said , SO ANOTHER LIE.
03.09.12
rang bt again and was told he would email i explained that i had spoken to 5 differant people who had all emailed and no one every called back , he contacted operations who said the line would be connected thursday 06.09.12 engineer was booked between 8-1pm.
04.09.12
broadband equipment arrived this morning and further delivery was due the following day.
05.09.12
text sent from bt saying engineer canceled as property had a working line , phone arrived. phone working but internet not working due to problem with phone socket.
06.09.12
several calls made to bt from 8am this morning and my mum was informed that she would be charged £99 to sort the socket how when this is not being installed and it was still an open order , the engineer was booked by bt but then they then canceled it, the last call she was told she would have to wait until monday and if an engineer is needed this would be after tuesday , this is not good enough .
my mum and myself have had appauling customer service from bt and been blatently lied to this was an order placed on the 18.08.12 and you have not helped in anyway, i would like you to assist as a matter of urgency to sort this problem out , the money and time wasted trying to sort this issue out is beyond a joke and your customer service representatives yet alone mangers have lied and not assisited, now they are making my mum wait for why and why should she be charged .
not only do i want this issue resolving i want reimbursing for the cost of the calls and will be expectiong bt to offer myself and mum compensation for the upset and inconvience yet alone being let down by bt.
this is not good enough , my mum is an ill disabled lady and the upset you have caused her has been unneccesary.
i have put the email i sent below detailing all the lack of help and lies from bt
many thanks sharon
Hello Mr Buckley
i contacted customer services prior to placing an order with bt to see due to my mum being registered disabled and being in a wheelchair also currently having priority call outs should issues arise on her existing phone line her connection to a new phoneline and property be prioritised, i was advised the order had to be placed before operations could intervene as an order number was needed to get the line done sooner on welfare grounds, i was assured by the customer service agent once i had an order number it could be done and would be done sooner than the 26.09.12 which was the date that was showing. the order was placed online on 18.08.12.
i telephoned on monday the 20.08.12 and explained about my mum being disabled and they said they would email operations to request the line be done as a priority, the said they would be back in touch later that day. NO CALL BACK
i rang again on the 22.08.12 and was informed that an email would be sent to operations requesting the line be done as a prioity, i said this had already being done but was informed this is procedure, again i was told i would receive a call. AGAIN NO CALL BACK
rang again on the 23.08.12 usual email had to be sent i explained this was the 3rd email requesting the line be on sooner but was assured a call back would happen explained i had been promised this twice before.
24.08.12 call received from bt in response to an email i had sent asking about the phoneline being connected sooner, she said she would contact operations over this and ring me back on saturday morning on my mobile number which i had provided.
25.08.12 NO CALL FROM BT AS PROMISED AGAIN
27.08.12 rang bt again usual thing said about emailing operations i explained this had been an ongoing issue since 18.08.12 i asked to speak to a superviser i spoke to sunayan who promised 100 % to trust him and on checking the line he said it was ringing and the line was connected he also advised me on my mum arriving at the property the broadband hub and welcome pack was there waiting for her.
31.08.12 arrived at the property and guess what no phone line connected SO WE HAD BEEN LIED TO BY A SUPERVISER, we rang bt from my mobile and was on the phone nearly an hour i spoke to a manager who said she had emailed over the request as a priority as it had been rejected but couldn't say why, i said i had called many times but she said nothing was showing as calls been made previously over this issue, was promised a call back saturday monring before 11am , she also said broadband equipment been ordered as not on order and would arrive saturday morning and the phoneline would be connected on monday 100% promise. so again WE HAD BEEN LIED TO.
01.09.12
rang bt as no call from them and the guy said he would speak to them and on looking into it an email had been sent ordering the equipment and requesting phone on sooner and we was down to receive a call on monday but nothing to say it would be done on monday despite what she had said , SO ANOTHER LIE.
03.09.12
rang bt again and was told he would email i explained that i had spoken to 5 differant people who had all emailed and no one every called back , he contacted operations who said the line would be connected thursday 06.09.12 engineer was booked between 8-1pm.
04.09.12
broadband equipment arrived this morning and further delivery was due the following day.
05.09.12
text sent from bt saying engineer canceled as property had a working line , phone arrived. phone working but internet not working due to problem with phone socket.
06.09.12
several calls made to bt from 8am this morning and my mum was informed that she would be charged £99 to sort the socket how when this is not being installed and it was still an open order , the engineer was booked by bt but then they then canceled it, the last call she was told she would have to wait until monday and if an engineer is needed this would be after tuesday , this is not good enough .
my mum and myself have had appauling customer service from bt and been blatently lied to this was an order placed on the 18.08.12 and you have not helped in anyway, i would like you to assist as a matter of urgency to sort this problem out , the money and time wasted trying to sort this issue out is beyond a joke and your customer service representatives yet alone mangers have lied and not assisited, now they are making my mum wait for why and why should she be charged .
not only do i want this issue resolving i want reimbursing for the cost of the calls and will be expectiong bt to offer myself and mum compensation for the upset and inconvience yet alone being let down by bt.
this is not good enough , my mum is an ill disabled lady and the upset you have caused her has been unneccesary.
0
Comments
-
Blimey what a nightmare, no wonder you are complaining !
To be honest the e mail is difficult to read/understand, you might not get the "right" sort of response. It might be worth sending again by mail and setting it out slightly differently.
Personally I would be looking at £100 compo for this nonsense, plus the socket replaced free of charge.
Good luck0 -
You can only claim compo for any losses that have occurred while not having a working line.
I'd be claiming back the cost of the calls made to BT, that's it. Other than that maybe suggest BT give you a couple of month free out of goodwill.0 -
Hi Shaziam,
Bt are SHOCKING!!
Complain and this is what you will be sent via email:-
****
Hello Mr White,
Thanks for your letter about the problems with your Monthly Payment Plan. I tried to call you to discuss this but I missed you.
I'm sorry your payment amount has been changed to £59 when you had requested to continue paying £30. This is currently set up at £55 to go towards your next bill. You can amend your Monthly Payment Plan online at https://www.bt.com/payments or through our automated system on 0800 443311 at any time.
It's disappointing that you didn't receive call backs as requested and are considering leaving us as a result of the changes made to your payments. As this did not affect your service, I'm unable to offer any compensation.
Best Wishes,
Sinead Dougherty
BT Digital Care
***
Issues re payments, RED MIST dawned when I had BEEN sent a confirmation text (i have the proof) from BT on the 6th August stating £30 pm will (let my just clarify that WILL) start from the 5th September - GUESS what it didn't.... Arrghhhh Leaving Bt it's SHOCKING...........................0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 348.3K Banking & Borrowing
- 252.1K Reduce Debt & Boost Income
- 452.4K Spending & Discounts
- 240.9K Work, Benefits & Business
- 617.2K Mortgages, Homes & Bills
- 175.7K Life & Family
- 254.1K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 15.1K Coronavirus Support Boards