How to complain to BT?

Rolyan

We recently set up a new phone line with BT for an elderly relative. We explained that as he easily gets confused, we wanted to block calls and only let certain ones through. They recommended the phone etc, but on delivery, we discovered we needed caller ID. BT never told us about this and it took over 2 weeks (yes 2 WEEKS) and numerous phone calls to set it up. In 12 months we have to pay for this.

However, worse was to come. The relative received his first bill after a month and sent a cheque off (we have the records). BT didn't receive it, so they sent him 2 automated calls (which he definitely wouldn't really understand, SO THEY CUT HIS LINE OFF!

When we rang to complain last night, we spoke to the first person we got put through to. When I asked if I could speak to a manager, or indeed anyone senior, the operative refused. Yes, he refused to pass it on, or to give me details of who to call.

We really cannot believe how bad BT are and we would not have used them if we knew what it would be like. The set up was bad enough (to give a comparison, Talk Talk offer caller ID absolutely free of charge and it took 24 hours to set up) but leaving a vulnerable person without a phone is disgraceful.

As BT wont allow us to speak to anyone, I wondered if anyone here had any details of who to write to, without us getting fobbed off by salesmen and idiotic representatives.

macman

It would be much better to put your relative on DD, whole bill monthly payment. Then he won't have to check bills, write cheques etc. And he'll save £2.50 per bill.
BT will of course eventually cut you off, or restrict calls, if a bill has not been paid. Unless you have added him to the Priority Services register, they will have no idea if he is vulnerable or elderly.
The problem you have is that BT will only talk to the account holder or someone authorised by him to discuss it-have you already arranged this?
Complaints:
https://www.bt.com/help/home/complaints.html

Rolyan

We have now set him up with a DD. But regardless of whether or not BT knows that he is vulnerable, I still don't think it's acceptable to be cutting off a customer for missing one bill, when the only check is an automated message. I remember when they used to write and issue a red bill.

When speaking to the complaints guy (the one who insisted that you are no longer allowed to escalate the complaint and speak to someone else) we also discovered our Uncle was cut off a week before the date given for final payment in the automated phone call. Which is even worse.

Not only that, by not contacting anyone by email, or phone, or letter, no one in the family knew that he had been cut off.

Terrible customer service and hardly customer focused.

macman

Don't go with BT and expect good CS, they've long been amongst the worst rated providers for this.

[Deleted User]

Unfortunately, most providers are not set up to properly chase unpaid bills where no Direct Debit has been set up. By continuing to pay by cheque (or at Paypoint etc) the customer not only pays more for the privilege but also loses out in many other ways.

You certainly need to ensure that your relative is on the Priority Services Register if the telephone is his link to the outside world.

As you have now set up a Direct Debit, the problems you experienced simply will not happen. You are still free to make a complaint, but personally I'd suggest that you are in part to blame.

duchy

Some providers include caller display for free .
Some also offer on-line billing (no idea if BT do) so you could keep an eye on the account remotely to ensure everything is well with the account
Presumably your relative is on a 12 month contract so you could move them (and their existing number) to another provider before the charge for caller display starts.

I'd suggest you research which providers offer the best options before switching however.

[Deleted User]

duchy wrote: »

Presumably your relative is on a 12 month contract so you could move them (and their existing number) to another provider before the charge for caller display starts.

I'm pretty sure the main thrust of the original post is not about a charge for Caller Display!

macman

I fail to understand why you set up an telephone account for an elderly and confused relative which relied on him opening a bill and writing and posting a cheque regularly? Apart from the non-DD surcharge that he had to pay.
Unless you get him on the PSR now, then if there is any kind of service fault in the future it will do you no good to shout that 'he's old and vulnerable', because he will be in the queue with everyone else.

POPPYOSCAR

macman wrote: »

Apart from the nonI fail to understand why you set up an telephone account for an elderly and confused relative which relied on him opening a bill and writing and posting a cheque regularly?-DD surcharge that he had to pay.
Unless you get him on the PSR now, then if there is any kind of service fault in the future it will do you no good to shout that 'he's old and vulnerable', because he will be in the queue with everyone else.

That was my first thought.

Rolyan

We wanted to set up the phone with caller barring as he is old and we don't want him scammed. BT didnt tell us there was a charge when they recommended this phone.

We told BT about his age and potential vulnerability. They did not inform us of this service you all keep referring to, which I've never heard of. If they had mentioned it we would have taken advantage of it. Edited: I've since checked this service and it's only for those where a doctor or care professional has certified them as vulnerable and needing care. That's not the case here.

BT gave a date for final payment, then cut him off a week before that date, without informing anyone by message, mobile, email or in writing.

When we rang through to the first representative to discuss this, he refused to escalate it and refused to allow us to speak to any manager.

I'm surprised that some think the above is our fault, but each to his own I suppose. In the meantime we'll still send the compliant in.

Rolyan

macman wrote: »

I fail to understand why you set up an telephone account for an elderly and confused relative which relied on him opening a bill and writing and posting a cheque regularly? Apart from the non-DD surcharge that he had to pay.
Unless you get him on the PSR now, then if there is any kind of service fault in the future it will do you no good to shout that 'he's old and vulnerable', because he will be in the queue with everyone else.

It's because life is not black and white. He is elderly and with that come some vulnerability. But he also wants to do things for himself e.g. Pay his own bills in his own way. We are trying to protect him where we can but without treating him like a child. However, we have now persuaded him to go to DD.

The PRS is not available to him; he is old and potentially vulnerable like thousands of elderly people, but he is not registered as so in the care services. To be fair, we would accept the normal wait for normal repairs. That is different to being cut off a week before the cut off date, with no confirmation that it has happened, despite mobile numbers and emails being available on the account. I don't think that's acceptable for ANY customer, but disappointingly I fear I am on my own.