trying to get BT to resolve complaint

gogogardener

Hi, I have tried phoning a number of times with promises of call backs. Sent full details by tracked special delivery - still no contact, finally sent email and got an enquiry number but still waiting for contact. On my bill it says have to wait 8 weeks before contacting ombudsman. Judging by other people on this forum I don't expect it to be resolved any time soon. My problem is being re contracted without my consent after a call to an Indian call centre. How do BT keep customers because if I have wait much longer I will just cancel altogether along with my family and friends. Anybody had success or any tips?

LazyTyper

http://btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/CustomerComplaintsCode/Complaints_code_of_practice.pdf

iniltous

A little more detail may help, I take it you want to leave BT, and are being told there will be early termination charges as you (according to them) are within a minimum term, and you don't agree that you are within any minimum term and should only have to supply whatever the notice period is ?,
I would imagine that the eight week period is to give them time to resolve any dispute, and only if deadlocked you would need the help of a third party
If you haven't spoken to them but tried to conduct this 'conversation' by email or letter it will take longer that speaking to them, if your email or letter instructs them to call you, it's probably not the best way proceed as they can always say 'we tried to call you but you didn't answer ' and you cannot prove they didn't .
I would think at a minimum you will have to allow them time to find the recording of the call (if one exists) for them to ascertain what was said and if that amounts to a re contract, usually if you agree to anything that benefits you, like a reduction in charges or a service or facility provided for free or a reduced charge it's normally in exchange for a new minimum term, they don't knock money off or give you something for 'free' without something in return..,did you get anything like that, reduced or free line rental, call package, broadband or TV ? or are you paying 'list price' for everything BT are supplying to you ?

nearlyrich

Use the chat facility they are pretty good on there in my experience

holdon

Please refer to my 'post' on this site on the subject of 'BT and Ombudsman'. Its bad enough to have BT being 'less than truthful' even worse when the same applies to the Ombudsman.