Help with BT Please!

angelcake

Please help me with BT! They have cut me off every week so far! I have phoned up and complained and they pu me back on and now have cut me off again!! I am getting so fed up!!

I had a bill over £400 (I had dial up and my sister used the internet to find a job!!!!!) Anyway I had an agreement in writing that I would pay so much a month and they cut me off saying the agreement doesn't stand.... I had it in writing! :mad: anyway I now owe £248 on that bill and had one a month ago for £118 (Something like that!) I paid straight away by card and they still cut me off again!! I sent them an email saying I am fed up with them etc and asked why they hadn't given me any help for example my sister said they gave her a payment card and she would pay that off and still have her service!! They sent me a payment card but still no service!!!!

Oh and I have option 3 which is free calls anytime so its not as if I was using more money up!! - I am still paying for this although I can't use it!! - I have a lot of things going on and am so stressed out by this (I am also pregnant so it can't help the baby!!!!)

As you can tell from this I am not that good with words so I was wondering whether someone on here can help me! Tell me where to go (no not like that!!!!) and help me devise a letter!! (I don't think they will appreciate the angry faced smilies!! )

Heinz

angelcake wrote: »

I have option 3 which is free calls anytime so its not as if I was using more money up!)

Careful! BT Together Option 3 includes (as part of the additional monthly charge) 'free' calls of up to an hour to UK 01/02 numbers ONLY.

angelcake

Thanks, I know that!! I only ever really call my mum anyway!! She lives in the next village!!

Heinz

I'd suggest a polite and detailed e-mail to BT's CEO ( [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL] ). He's the boss you wish every firm you dealt with had - he listens and acts as necessary.

With regard to the e-mail's wording, you are the one who knows what has happened and that, strangely, is often a problem. What I mean is, if you write down what's happened, you don't really tell the story because you know the facts in detail and 'read between the lines'.

It's difficult to do but what you have to do is imagine you are the receiver - with no prior knowledge of the case/problem.

Anyway, spend as long as you need drafting - but don't be in a rush to send what you've written. Go shopping or visit a friend for a couple of hours and then come back and read what you wrote with a fresh mind. It's almost certain you'll want to change something.

When you're happy, check the spelling, grammar and layout (IMHO, a 'nice looking' e-mail invites the receiver to take care dealing with it) one last time.

Best of luck.

BTW, if you're still using dial-up, why not get yourself a 1899 and/or 18185 account and use geoISP - stay online as long as you like for 5p.

DonnyDave

angelcake wrote: »

Thanks, I know that!! I only ever really call my mum anyway!! She lives in the next village!!

So why do you need Option 3 if you only ever call your mum?

angelcake

Thanks what a helpful bunch! :rolleyes: