BT complaints - need someone senior to write to

irstly, I ask you to please respond ASAP.

I would like to tell you my story of joining BT. I cannot remember all of the exact dates but they are roughly correct.

I signed up to BT over the telephone in April 2008. I did not have a phone line installed at my new address so this was the first thing which I needed to arrange. I booked an install date for the line and it was arranged for over three weeks later. I was given the option of the engineer to arrive in the morning or the afternoon. I had meetings in the afternoon so I agreed for the engineer to arrive in the morning.

On the day of the install I was up at 8 and awaiting the engineer. He was due to come between 8am -1pm so I waited until 12.30pm before contacting BT. After speaking to several different people at customer services (CS) I was told that no-one knew where the engineer was and someone would call me back. I waited until 2 o'clock but hadn't heard anything, so again contacted BT. Again, after waiting over half an hour to speak to the right person, I was told someone would call me back. This went on for the rest of day until 6.30pm when finally I was told the engineer was not coming. It was arranged he would come first thing in the morning and that I needed to be in.

I woke the following day and awaited the engineers arrival. I rung customer services in the morning to find out if he was definitely going to be coming and I was told he was. Again I waited until lunchtime and no one arrived. After attempting to contact CS and being transfered, cut off and generally waiting a long time, I was told no one could get hold of the engineer.
After three days of this an engineer finally fitted the line,to the incorrect address.
After long arguments with your CS team an engineer finally came out 1 week later to install to the correct address.

I moved house 24th Sept and informed BT 3 weeks before so that all my services could be moved to my new address.
BT cut off all my services early (2 weeks early.)

Then it took 1 month for the services to be up and running at my new address(which i had to pay £120 installation charge)

I was also charged a cancelation fee of £96 when i didn't cancel my account i simply moved house.

BT also placed me on an new 18 month contract when i moved without consulting me. Scraping my old account which was a 12 month term 6 months served.
I have since moving in Sept been charged (via a direct debit that i have not agreed)£123.50 each month after.
No bill issues no explanation to why putting me in credit by over £300 ! I would like this ALL refunded to my bank. (They say they can only credit my account)

I have been having issues with my account for over 9 months now and no one had been able to assist me. It was even a problem for over 6 months that my name couldn't even be spelt correctly on the database, even though informing over 20 different people at BT.

I have also sent three recorded delivery letters to the Correspondence Centre to which I have had no reply.

Finally, after speaking with Mohan, some of my issues appeared to be resolved.

I had recently received a letter from credit solutions asking for an outstanding balance of £72. This was from an account which had been closed over 3 months previously and also, over the phone, I had made the final bill pament. I had made a final payment and closed the account back in October so this was ridiculous.

My girlfriend spoke to Mohan (India Billing Services) 2 days ago, he agreed to pay back a credit that was outstanding to me and also a disconnection charge you should not have charged me when I MOVED MY SERVICES FROM MY OLD ADDRESS TO THE NEW ONE.

I have this morning received a phone call from Credit Solutions asking why the payment hasn't been made. After contact BT, the customer services advisor told me that I still had to pay the amount and it was outstanding for a final Bill. Apparently there was no note on the computer, it was only after I repeatedly asked to speak to a manager that she came back with the response that it would be paid by BT.

My main issues of concern were from when I moved address. I had agreed to the new installation charge of £120 for the new phone line. After that

For these inconveniences I am to bill BT for my time on the phone, days off work and loss of services.

Time on phone = 20 hours @ £20 = £600
Days off work = 2 @ £120 = £240
Loss of services = 2 weeks = £200
Bank Charges =4 x £38 =152
Money we are in credit on phone account=£220
Refund due for canceling when we only moved house= £96

TOTAL =£1508!!!!!!!!!!!!!!!!!


On the 7th January 2009 my partner managed to speak to one of your managers, Mohan from the India customer services who was very helpful. I would like to thank him for doing all in his power to resolve some of my issues but even his attempts have done very little.



13.01.2009 A further £123.50 was taken from my bank account, no bill! After i had instructed BT to cancel all direct payments until all the matters were resolved. I have occurred further bank charges! £38.

Also on the 13.01.09 your agent would not put me through to a manager, when i finally got through after requesting so 18 times your manager hung up on me!

Please also note that several letters have been sent to BT with no response.
I have also sent a copy of this letter to the ombudsmen for which I am awaiting a reply. As you can see, I have very much been inconvenienced by BT.

I await your response.

Ben Hepworth