Don't know what to do next-can you help?

Gaz012012

Hi All.

Really struggling with BT and don't know how to resolve, can you help?

Oct 22 we moved address.
Contracted BT who moved us to new address.
3 months ago I got a letter saying I hadn't paid my last bill. 
Contacted BT - When they moved us they set up a new account and didn't close the old one at the old address.
BT apologised that this was an error and would resolve.
I then received a further letter that the bill hadnt been paid.
I have contacted BT around 10 times and they are doing nothing.
Just checked my credit report and it now shows 2 x missed payments and the cost has gone to £800.
I cannot get anyone at BT to listen to do anything- other than they keep advising its an error.
I have asked them so many times to close the account and update my credit report. They say it will be done automatically. 
My Job cannot allow ajy CCJs etc and I am really nervous but I cannot get anyone at BT to do anything. I have registered several complaints but still nothing.

Any help to resolve would be great. Thank you

MalMonroe

Hi, have you complained to them officially and in writing?   https://www.bt.com/help/contact-bt/complaints/make-complaint

I'm also with BT and when I have a problem (usually about their charges) I phone them. I then stay on the phone with an adviser until my concerns are addressed to my satisfaction. I've never been fobbed off so I don't know why you are having so much trouble. Once they have sorted out my complaint, they always send me a confirmation email. Have they sent you any such acknowledgements? They usually say their name when they answer the phone but if they don't, I ask them what it is and where they are based (they're all over the country - lots of them now working from home). I also ask them to be sure that they make notes on my file so I don't have to repeat myself every time I phone about an issue.

If they are refusing to do anything to help you then I'd appeal to the Financial Ombudsman and ask them to help, outlining the issues as you have done in your OP here. 

https://www.financial-ombudsman.org.uk/

Don't forget to emphasise the effect it will have on your job if they don't sort get things sorted out immediately, if not before. Because of all the worry and anxiety and time wasted, I'd also push BT for compensation. Last time I asked for compensation I was asked 'how much would you like?' So I doubled the amount I wanted and was offered half.

You have to keep on at them - and on and on. It's a free phone call, so that's one good thing but the 'service' you've been receiving is non-existent. It's not good enough.

I do hope that some of this is helpful, just my own thoughts, opinion and experience but I'd phone them and be prepared to stay on the phone until they had sorted it out. If they can't get their act together, then I'd report to the Ombudsman. 

sourcrates

FOS don`t deal with communications disputes or complaints.

Its ombudsman service for BT that you should escalate your complaint too.

However you must exhaust the BT complaints process first.

They can be found here -

Communications Ombudsman: Here to help with telecoms & TV complaints | Ombudsman Services (ombudsman-services.org)