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BT Customer Service question
HH62
Posts: 434 Forumite
in Phones & TV
I'm having a few billing issues with BT right now and wondered if any of you have found the best method of dealing with BT?
I have called customer services three times this morning and been passed around several departments - nobody wants to own the problem, plus I'm having to repeat a long and complicated story each time.
I'm now wondering if writing a letter to the CS department will be any more successful?
The problems are these -
1) They've charged me for cancelling my broadband contract. First off I NEVER cancelled it. I was out of contract in mid August 2007. In fact they've been calling me repeatedly to get me to sign a new deal, and emailing me too! Needless to say they've also still been billing me for it..charging my high usage when I go over my permitted 5mb and I'm sat here using it right now!
2) I moved house recently, a new exchange, therefore a new number. They were supposed to transfer my BT Privacy PLUS Premium Number call barring over to my new number. They managed to transfer the BT privacy but NOT the premium number bar...Got my bill and found it to be huge because 'someone' in the house has been calling premium numbers. I asked them to bar these numbers last summer after getting a huge bill. Which they did. But I had no idea they hadnt carried it over to my new number.
Best method of complaint, anyone??
I have called customer services three times this morning and been passed around several departments - nobody wants to own the problem, plus I'm having to repeat a long and complicated story each time.
I'm now wondering if writing a letter to the CS department will be any more successful?
The problems are these -
1) They've charged me for cancelling my broadband contract. First off I NEVER cancelled it. I was out of contract in mid August 2007. In fact they've been calling me repeatedly to get me to sign a new deal, and emailing me too! Needless to say they've also still been billing me for it..charging my high usage when I go over my permitted 5mb and I'm sat here using it right now!
2) I moved house recently, a new exchange, therefore a new number. They were supposed to transfer my BT Privacy PLUS Premium Number call barring over to my new number. They managed to transfer the BT privacy but NOT the premium number bar...Got my bill and found it to be huge because 'someone' in the house has been calling premium numbers. I asked them to bar these numbers last summer after getting a huge bill. Which they did. But I had no idea they hadnt carried it over to my new number.
Best method of complaint, anyone??
0
Comments
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Hi
Well we cant even get BT to install a line without a fight. Got fed up with CS so just emailed the chief executive who responded straight away (ben.verwaayen@bt.com) who then passes it onto a high level customer services complaints team (0800 633 5134). I am afraid i couldnt be bothered wasting time and went straight to the top - might be worth a try!
Mallard0 -
Brilliant! Thanks. I'm supposed to be getting a call back from BT tomorrow.If it doesn't happen, Ben will be getting an email, from the broadband service that his organisation seem to think I no longer have.0
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Glad to help - dont hold your breath on them calling back though!0
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I prefer the email option - you have a good record of dates / times / contacts etc
Good luck !0
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