Tesco Homephone Problems - Best way to complain

Andrew_K_2

Hello

I signed up with Tesco Broadband and Phone line 6 months ago.
On the 2nd May, I called them to get the 'Call Forwarding' feature set up on my landline so that all calls would get forwarded to my mobile.
On the phone they said it would take upto 48hrs to activate even though the website says 24hours. It also costs £2 per month to have this extra feature.
On the 5th May it wasn't working so I phone Tesco Support. They raised a ticket and said someone should call me back in 24hours with an update. But no update.
On 9th May I called again. The operator had me on hold for 10 mins while she spoke to someone. She then took my number and said she'd call me right back. She didn't.
On 10th May, I called again. Same rubbish. "We will get someone to look at it and it should be fixed by tomorrow." But nothing happened!
At this stage I told her I wanted to raise a complaint. She said the best way is to do this via support@tescobroadband.com. So I did. I was polite and asked them to call me, not email me.
48 hours later I get an automated reply asking me to confirm my phone number and address. When I respond, I get an automated email that they will reply within 48 hours.

In the meantime, the call forwarding I want enabled still doesn't work, 10 days after I requested it. It's very important to me as I really need it enabled.

It seems to me that Tesco can fob you off and say "yes we are looking at it" and "we'll call you back" just to get you off the phone.
They NEVER call me back and their complaints procedure doesn't seem very serious. When I complained to my bank last year, they took it very seriously and got back to me pretty sharpish.

Do people have any ideas on the best way to deal with support issues like this and the best ways to complain to Tesco. I don't think they care about me as a customer and only care that my direct debit gets paid every month. Maybe someone has had the same problem.

Thanks for listening.

Andrew

P.S Can anyone confrim that when you call tesco broadband (0345 30 400 30) your call is definitely recorded. I would like to refer them to my previous calls.