BT Mobile - Terrible Customer Care!!!

Deef1

My wife has had problems with BT Mobile from day one, was wondering If she is one of the 'unlucky few' or is it a 'isolated case'...LOL!

1. Delivered phone within 2 days, took 2 weeks and 6 phone calls @ 1/2 an hour to an hour per call to transfer her existing mobile no. via the pac code, she was told on 3 occasions that there was no record of this.

2. First Direct Debit came around and failed, according to BT, because of 'insufficient funds'(there was plenty), spoke to our bank, they said 'we have no instructions'.

3. Second Direct Debit comes around the same happens again even though we were 'assured' that this problem had now been rectified. Got a phone call on the mobile from BT saying that this was in breech of contract!!! and there was, again, not enough funds in our account and had to pay over the phone via visa from the account that didn't have enough funds...ha..ha..ha..!

4. While this was going on my wife wrote a letter of complaint to BT Mobile asking them to explain them selves and there total lack of customer care, we sent the letter via recorded delivery.... no response.

5. A few weeks went by, nothing, so another letter was sent asking them to address the issues raised (via recorded delivery) and to respond to the first letter....what do you know....no response.

6. Having heard nothing from BT's correspondence team, we decided to e-mail them....as yet we have heard nothing!

This is just a brief insight in to the past 4 months with BT Mobile (my wife could go into it chapter and verse).

Their telephone staff have no idea how to conduct themselves, you have to push the conversation in the 'right direction' to get any sort of result (good or bad). The 'Managers' obviously no idea about 'managing' because if they did their staff would be on the ball and nobody wants to talk to the 'CUSTOMER'
because they might have to answer some questions that they haven't got a scripted answer.

All in all i wouldn't pay them with the holes in polo mints.

Are we the only ones with a bad experience of BT Mobile, would be VERY VERY interested to see what other BT Mobile 'contractees' have to say, good or bad.

Please have your say.
Deef1

soolin

I took out a contract last year with BT mobile and it was the worst thing I ever did.

For a start they changed the contract name to my husband because it is his name on the landline and they refused to talk to me, ever! They set up a direct debit incorrectly and of course I couldn't change it as they wouldn't talk to me and they wouldn't respond to any letters that I sent on behalf of my husband (he couldn't afford to spend hours on the phone waiting to get someone to help him).

My OH telephoned and wrote (recorded delivery) pointing out that the contract was mine, they even acknowledged one phone call and then ignored it again.

I spent hours and hours on the phone and finally wrote and told them that I had cancelled the original DD and unless they set up the new one as per my instructions would be happy to go to court for non payment.

The worst bit though was cancelling the contract, even now typing this I can feel my blood pressure rise and the vein in my neck start to thump. I do not exaggerate when I say it took probably 8-9 hours worth of phone calls to cancel the contract at the end of month 12.

The funny thing was they called my husband a few days after cancellation for feedback as to why he left them and tried to get him to take out another contract.

Soo

Deef1

Thanks Soolin, cant wait untill the contract runs out!!!

Anybody else fancy adding something about BT Mobile, 'cause @ this point most people must be getting on alright with BT.

Deef1

alanmorris1900

I am having a nightmare with BT also but on a much larger scale!!.

When I applied for the Mobile Business talk time deal (which gives you free calls to other BT mobiles) the operator I spoke to told me that because BT use the Vodafone Network that ALL calls to Vodafone are also free. Theis was then supplied in writing that all calls to BT mobile and Vodaone are free. This was a huge benefit as many of our customers are also on Vodafone and we make a large number of outbound calls so we went with the deal. Incidentally the sales person told me that this is not a new thing and calls to Vodafone from BT business mobiles have been free for upwards of 2 years which convinced me even further. We then got the bills through every month which confirmed that calls to Vodafone were indeed free, until one terrible day.

A bill with a ‘Miscellaneous Charge’ of over £50,000.00 arrived!!!!!!!!! BT accompanied this bill with a letter which said that calls to Vodafone had previously been incorrectly billed and therefore they had now added this charge to my account. This must be the highest mobile phone bill in the country without a doubt!

I was sure that calls to Vodafone were free because the operator whom I spoke to was so sure about what he was selling. He told me that I should go with BT rather than going direct with Vodafone because Vodafone only offered free calls to other Business users and BT offered free calls to ALL Vodafone users.

I have since spoken to another operator who has told me again that Vodafone calls are free and he also put it in writing but BT are continuing to chase me for the outstanding balance for Vodafone call charges (over £50K). I know I cannot lose but that is besides the point, I can’t believe that a company like BT can make such a mistake. I cannot even begin to describe the stress this is causing me. This is completely unbelievable.

There seems to be a complete communication breakdown. I am disgusted with them and will fight it all the way but it shouldn’t happen in the first place.

:money: Has anyone else had a similar experience, or has anyone NOT been charged for calls to Vodafone, check your bills???? :money: Help.

hollydays

I think this is how bt treats everyone,anyone disagree?Do they EVER get it right?

Justicia

alanmorris1900 wrote: »

I am having a nightmare with BT also but on a much larger scale!!.

Crikey!!

The bonus however is that you have official confirmation in writing to prove the agreement. Of course, as you are, I would fight that all the way.

Shocking!

alanmorris1900

Indeed, I just cant believe a PLC company like BT plays these kind of games...

mbs

alanmorris1900 wrote: »

I am having a nightmare with BT also but on a much larger scale!!.

When I applied for the Mobile Business talk time deal (which gives you free calls to other BT mobiles) the operator I spoke to told me that because BT use the Vodafone Network that ALL calls to Vodafone are also free. Theis was then supplied in writing that all calls to BT mobile and Vodaone are free. This was a huge benefit as many of our customers are also on Vodafone and we make a large number of outbound calls so we went with the deal. Incidentally the sales person told me that this is not a new thing and calls to Vodafone from BT business mobiles have been free for upwards of 2 years which convinced me even further. We then got the bills through every month which confirmed that calls to Vodafone were indeed free, until one terrible day.

A bill with a ‘Miscellaneous Charge’ of over £50,000.00 arrived!!!!!!!!! BT accompanied this bill with a letter which said that calls to Vodafone had previously been incorrectly billed and therefore they had now added this charge to my account. This must be the highest mobile phone bill in the country without a doubt!

I was sure that calls to Vodafone were free because the operator whom I spoke to was so sure about what he was selling. He told me that I should go with BT rather than going direct with Vodafone because Vodafone only offered free calls to other Business users and BT offered free calls to ALL Vodafone users.

I have since spoken to another operator who has told me again that Vodafone calls are free and he also put it in writing but BT are continuing to chase me for the outstanding balance for Vodafone call charges (over £50K). I know I cannot lose but that is besides the point, I can’t believe that a company like BT can make such a mistake. I cannot even begin to describe the stress this is causing me. This is completely unbelievable.

There seems to be a complete communication breakdown. I am disgusted with them and will fight it all the way but it shouldn’t happen in the first place.

:money: Has anyone else had a similar experience, or has anyone NOT been charged for calls to Vodafone, check your bills???? :money: Help.

Alan,

I cant belive I have just read your post. I have a very similar problem which has been ongoing for months. I was also told that calls to Vodafone from our business BT Mobile phones were free and have been sent a bill from BT for over £25k.

I would really appreciate your advise on this. Your post was from a long time ago so if you have sorted your bill then I need to know how . I have had a threatening letter from BT today saying the bill stands and I just dont know what to do.

I eagerly await your reply post.