BT writen complaint unanswered

James_N

After being billed for a long time for a service I wasn't getting, being mucked around on the phone and still getting billing emails just the same I wrote a letter as advised on here.

I've had no reply and the billing cycle is due to start again, with more added charges because i've cancelled the DD to stop them taking money they are not entitled to.

With a complete lack of ability to fix things on the phone (how ironic is that!), and a failure to respond to a letter, what can I do?

There was a BT rep on here before - could she / he pm me please.

Buzby

Who and where did you correspond with?

Heinz

James_N wrote: »

There was a BT rep on here before - could she / he pm me please.

Company representatives are barred from using the PM system.

Try http://bt.custhelp.com/app/contact_email/c/4950

James_N

After the latest "bill" from BT I have sent this web form off, and will report back on developments. Frankly BT are a joke, their call centre is a shambles and letters go unanswered and unacknowledged. Meanwhile, their charges escalate, as in failing to take any action they continue to bill.

BT_company_representative

Hi James_N

I am sorry you haven't seen a response to your letter. I think letters take around working days before a reply is sent, depending on volumes.

I'll be happy to help you though. Could you contact via me the email link under my profile?

Cheers

Craig

James_N

To BT Rep

It's several weeks since I sent a letter, some days since I submitted the web form to complain.
I don't regard this as acceptable: meanwhile BT's threatening bills continue to arrive.
What will make you take notice? My next step is a letter before action to reclaim monies I have paid out without receiving a service. I think that I will be able to demonstrate that I have attempted to resolve this before that step.
So, please provide BT's address to which legal documents can be served.

James_N

I have sent web-form #2 to BT.
What chance any action from this shambles of an organisation?

BT_company_representative

Hi James_N

I am really sorry for the delay. I can see your email in our inbox and I'll make sure that someone gets back to you within the next 24 hours to get this sorted for you.

Thanks

Craig

Roselli

BT are a complete joke........will I never learn? I ordered telephone and Infinity 1 online on 18/5/13 and the order was confirmed by BT via email. Absolutely nothing has gone right since then. To summarise a very, very long compicateed story, I ordered telephone with annual line saver rental and Infinity 1 . What they gave me after 3 very tortuous weeks is monthly line rental and Infinity 2 all at considerably higher prices than the order they accepted and confirmed! I have spent over 42 hours on the telephone to BT speaking to no less than 27 people trying to resolve!. Most people I spoke to have not made notes, nobody wants to take ownership and solve my problem. I keep being promised calls back but receive none. They never respond to my complaints. I have made a complaint after complaint via email on their website but have received no response. I think the only thing to do is withhold payment and wait until it goes to court and get the judge to sort it out....BT wwill not!

Buzby

You would have been better starting your own thread than resurrect this one - which appears to be resolved.

As to your point - it won't go to court. They'll simply blacklist you as a non payer and you'll be stuffed for any financial products for 6 years. You gave them permission to do this.

robmar0se

Hi, I really sympathise with what you have had to suffer - From what you say BT have failed to honour the contract as you agreed, and I would think, if what you say is 100% watertight, you will get this resolved. However more hassle is involved if you have so far failed to resolve through traditional channels.

The proper way to resolve, once initial attempts to resolve fail, is to follow Ofcom rules. You must set out your complaint, with as much detail as possible to BT at this address.

BT Correspondence Centre
Providence Row
Durham DH98 1BT


According to Ofcom rules, BT have 8 weeks to reply (yes I know this is too long, but thats what Ofcom stipulates), then if BT doesn't agree/resolve you can then write to Ofcom.

I am following this route with my complaint - I did receive a call from BT within one week, but frankly was a waste of time - the guy did not address a conflict with their T&C and what they have actually done - but at least you may be more fortunate in getting your problem addressed.

Good luck