A chat with BT.

gboom2000

Bit of background. I ordered BT infinity for the sports a few month back, when it came to installation, it was a nightmare getting them to turn up. I rang complain and had £20 credit given to me. When I checked my bill today there was no sign of the £20. So here's my chat with an advisor. A genuine mistake her, or normal practice. I know what I think.

Shruti : Hello. I'm Shruti . Thanks for that information, I'll check it and get back to you in a moment.
Shruti : Good morning Gareth
Gareth*: Morning.
Shruti : Gareth, Can you confirm your BT account number for me please.
Gareth: ***
Shruti : thank you Gareth
Shruti : when was the refund promised Gareth?
Gareth : ON a phone call on the date my broadband was scheduled to be fitted but cancelled. I cannot remember the exact date.
Shruti : Gareth, *** is the ID of the refund,
Shruti : i can see that it has been approved Gareth.
Gareth : So I've already received it?
Shruti : Gareth, that refund had been cancelled, i am sorry
Shruti : I have checked your account and applied on your account now.
Gareth: Why had it been cancelled?
Shruti : the conformation code is ****
Shruti : that was the agent's mistake, i am really sorry for that.
Gareth Burns: So if I hadn't contacted it would have been forgot about? That's not a very good thing to do.
Shruti : In the next bill you will surely get the refund of £20 as the delay in broadband issue.
Gareth : I understand this is not your fault, and thank you for resolving it, but the service has been terrible from BT.
Shruti : i will personally raise a service request for it.
Shruti : Gareth, please be assured, that you will not incur any further issues with this.
Gareth : I do hope not. Thank you.
Shruti : Is there anything else i may help you with?
Gareth : No, that is all.
Shruti : I’m glad I was able to make the journey easier for you. Once you disconnect the chat, You’ll get a short survey which will ask specifically how easy you found this experience. If you could take a moment to let us know we’d really appreciate it. Question 1 will ask about how easy I made you journey and questions 3 and 4 relate specifically to how I helped.
Shruti : you are welcome:)
Shruti Chaurasia: You may now disconnect the chat please.

Roland_Sausage

If you're implying that it is some sort of company policy to offer a refund then not apply it, then I doubt it.

More like imcompetence on the part of the person who offered the refund in the first place.

yangptangkipperbang

Good memory to remember all that conversation...............

gboom2000

yangptangkipperbang wrote: »

Good memory to remember all that conversation...............

Not sure if thats sarcasm or no concept of the copy and paste ability of a pc! :rotfl:

Fruit_and_Nut_Case

yangptangkipperbang wrote: »

Good memory to remember all that conversation...............

Probably clicked SAVE at the end of the chat. Good move.

BT_company_representative

Hi gboom200,

I'm really sorry if the agreed credit hasn't been refunded. Please use the contact info to send me your details and I'll be happy to get this sorted for you.

Thanks

Neil