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    BT Complaints & Escalation
    • #1
    • 27th Sep 11, 4:30 PM
    BT Complaints & Escalation 27th Sep 11 at 4:30 PM
    I am currently having what I would call an "experiance" in the worst possible customer service and total lack of ownership I have ever experianced with BT.

    Does anyone know how to get complaints resolved?

    I am owed over £300 due to incorrect billing and after speaking to 7 differnet people at an average of 30-40 mins each over the last month I am no nearer getting things resolved.

    any help would be appreciated.

    Money SavingExpert Insert

    If you're having trouble complaining Resolver might help you.
    Last edited by MSE Andrea; 13-10-2016 at 2:44 PM.
Page 53
    • Bentley6
    • By Bentley6 25th Jul 17, 8:59 PM
    • 4 Posts
    • 0 Thanks
    No no aerial it is BT TV it can be seen but very pixelated the four engineers who have been say the fault is 400 yards from front door they clear the box so the broad band works for bit but very slowly then the box down the road fills with water and we are back to square one.
    • Browntoa
    • By Browntoa 25th Jul 17, 9:01 PM
    • 33,026 Posts
    • 38,592 Thanks
    I think the term you are looking for is a "deadlock letter"
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to Any views are mine and not the official line of MoneySavingExpert.
    • duncaj1
    • By duncaj1 17th Aug 17, 1:44 PM
    • 1 Posts
    • 0 Thanks
    My elderly parents live in a remote house on an Island in Orkney, Scotland. They have been through a tortuous year with BT as their "service" provider.

    They have now been completely without a landline or internet for 11 weeks, let alone any chance of broadband. My father has been building a new house over the past few years next to the original. In November 2016 he contacted BT to ask them to move the line from the old house to the new house and has a catalog of unfulfilled promises and engineer appointments that have come and gone, with no explanation of why they didn't turn up.

    The BT engineer failed to turn up on the 19th May, and my parent's landline and internet were both completely cut off by BT on this date. Since then, there have been 4 more arranged dates on which engineers were supposed to turn up but have not done so, with no notice or explanation.

    11 weeks after the phone was cut off and the best part of year since my father asked BT to move the line and he is no closer to getting it sorted.

    Allegedly BT has a Universal Service Obligation to provide all households in the UK with a landline, even in remote parts of the country, and they are certainly not fulfilling this.
    • cloaked
    • By cloaked 18th Aug 17, 12:08 PM
    • 6 Posts
    • 0 Thanks
    So I was billed an excessive amount of due to coming out of my 12 month contract and all the discounts being removed - £135 for the quarter.

    I phoned to cancel the service with BT because their billing and customer service is really poor.

    They offered me a deal of £26.50pm and suggested I should go on monthly DD. When I agreed they told me the initial DD will be for the £135 and it will be credited back on subsequent bills.

    When I refused to pay this they said they would look into it. So the new contract started, I didn't pay the previous bill of £135 and the 14 day cooling off period expired before they resolved the issue, despite me calling them, raising complaints etc.

    Now BT are suggesting I cannot cancel the contract unless I pay the remainder of the contract. They are also saying there is no way around their billing system and I will have to pay the £135 up front.

    Apart from complain more about the atrocious customer service and complaint handling, what can I do?

    This is causing me much stress!!!
    Last edited by cloaked; 18-08-2017 at 12:09 PM. Reason: spelling
    • Plumbs
    • By Plumbs 20th Aug 17, 9:57 PM
    • 1 Posts
    • 0 Thanks
    Hi all.... I been reading through your complaints and it seems I'm not alone.
    It's come to light bt has been unlawfully taking money from my account for 3 years, maybe 7..!!!
    I contacted them and they agreed there was and had been a mistake on their behalf... a manager called back and offered £30 !! An insult at best, I refused of course.
    I called back a week later asking for my money the bt guy on the other end of the phone laughed at me, shouted at me then hung up.... where do you go from there, bt are a disgrace and believe they are above reproach...they unlawfully rob and cheat hard working people... disgusting!!!!!!!!!!!!!!!
    Last edited by Plumbs; 20-08-2017 at 10:00 PM. Reason: Spelling error
    • corruption666
    • By corruption666 5th Sep 17, 7:19 PM
    • 1 Posts
    • 0 Thanks
    I'm looking for some BT advice, got rejected to increase my overdraft by my bank and advised to check my credit file, I do so only to find out that BT have registered an unpaid bill for £211 from 2011!!! I remember getting a letter from a debt collection agency years ago and phoning them up to ask what it was about and they conferenced in a BT rep.
    In 2011 I was living in a small village up north in staff housing and I got phone and more importantly BB put in, about 9 months later I sent BT a letter to cancel the account as I was leaving my job (and therefore staff housing) and moving back home. Unbeknownst to me BT never received (so they say) my letter and kept sending bills until the cut off the line, but they were doing so to the staff housing that I no longer lived at and had a high turn around. Now immediately after I finished my job I was off on holiday in the USA for 3 weeks and then back to my registered voting address and haven't moved since. I never received any letters from BT advising me of an unpaid bill or that they continued my line until they cut it off. The 3 way call ended with me demanding proof but of course it was radio silence from then on out.
    How do I best dispute this? I have no proof of sending the cancellation letter and they have no proof of me receiving any letters (probably due in part to our local postman going to jail for insulating his house with letters). I want to get this rectified due to the effect on my credit rating.
    • graemev2
    • By graemev2 11th Nov 17, 1:17 PM
    • 7 Posts
    • 0 Thanks
    I am sitting awaiting my 4th "openreach" engineer visit for the same fault (A nosily line). Each engineer has done a competent job, found the (same) fault and requested a crew dig a hole (painted on the footpath) and fix it.
    Every time BT have failed to organise the work and have just cancelled the "ticket" . Each time they say it's one off error , they won't do it again and raise a new ticket.
    • graemev2
    • By graemev2 11th Nov 17, 1:37 PM
    • 7 Posts
    • 0 Thanks
    Just tried to contact the "BT rep" who posted here. Looks like he stopped in 2015. I'm guessing he left BT and nobody picked it up.
    • graemev2
    • By graemev2 11th Nov 17, 3:06 PM
    • 7 Posts
    • 0 Thanks
    The issue of BT just cancelling "faults" and saying "it's all OK" seems to be a systems level issue. In essence if they do nothing the fault gets marked fixed after 36 hours

    [ ahh , odd behaviour of this {MSE} site. This was a response to a particular post, not a general comment]
    • ccY
    • By ccY 13th Nov 17, 7:12 PM
    • 1 Posts
    • 0 Thanks
    ridiculous charge
    same here. I really agree that BT is a rubbish company and they treat their customers so badly.
    I just open a new account with BT. And on the activation date, the internet is still not working. And I called the BT for lots of time to ask for help, no one told me what was going wrong and how shoul I set up the Hub. Then they told me if the problems still not solved, they will send an engineer guy to help.It turns out our hub has not been set up correctly. THE SECOND MONTH, they send a bill to charge me 129.99GBP for the engineering service which is ridiculous. And I called the BT, there is a guy called Michael, who has a really bad altitude, and we had an argument. They said they just going to charge whether I accept or not.

    NEVER gonna use BT AGAIN.
    • JJ Egan
    • By JJ Egan 14th Nov 17, 9:27 AM
    • 10,435 Posts
    • 4,390 Thanks
    JJ Egan
    Do you mean you did not setup the hub correctly ??
    • connors07
    • By connors07 14th Nov 17, 8:45 PM
    • 66 Posts
    • 24 Thanks
    BT are an absolute disgrace of a company.

    Seriously anyone reading this considering them, stay away.

    11 months into a contract with appalling service. I have had enough of the service and looking to end the agreement which they keep breaking. I pay my bill in full, on time every time for a service I do not get. I was told I would have to pay £536 to close my account, there is not a world where I will be paying that.

    I pay by direct debit, I've never had to cancel a direct debit before, most companies have a customer service that you can actually talk to English and get issues resolved. What happens if I just cancel the DD? I get a bad notch on my credit report? Could they restart it? (I assume they cannot). Such is my disgust at BT, I will consider closing the current account which they are linked to, but I don't really want to do that.

    I know I'll never go back to BT so I have no issue never using them again and burning bridges.
    • K9ISSEY
    • By K9ISSEY 29th Nov 17, 5:28 PM
    • 1 Posts
    • 0 Thanks
    Charged for broken line
    My line broke a few weeks back on the house wall - I am not with BT but a company called - was passed over to them when TalkTalk decided I was too 'rural'
    I was a week without phone and BB - by husband who is 81 and a cancer patient needed to have contact with the hospital, despite this they were in no hurry to fix it.
    Anyway when the engineer eventually arrived he agreed there was corrosion and fixed it in a jiffy and off he went.
    Then took £170 out of our account and said we were responsible for this as it was on my property!
    I argued that lines up to the box were BT property and as it was illegal for anyone to touch or interfere with these lines it was indeed their responsibility.
    Even the engineer said I would not be charged.
    Fuming doesnt cover it
    • Una19
    • By Una19 11th Dec 17, 5:01 PM
    • 1 Posts
    • 0 Thanks
    Premium rate call charge
    Checked my most recent phone bill from BT and there was a number of calls to a 0901 number. These where being made during the day when no one would be at home. Have contacted BT they said there is no fault on my line and that these call had been made from my landline. Said that no one could have hacked my line and I have to pay for these calls.
    Has any one else had this problem or heard of similar problems.
    • srlehec
    • By srlehec 15th Dec 17, 12:34 PM
    • 2 Posts
    • 0 Thanks
    BT disconnection error
    I renewed my contract 27 Nov but BT still cut me off (phone, broadband etc) when my previous contract ended 11/12 Dec 2017. I called, and called, and called and called etc etc BT admitted fault (lack of apology initially) and said 'give us 48 hours'. That was just to place an order. Given 20 Dec as reconnection date but told this would be fast tracked. Then given amended date of 8 Jan 2018 but told that 20 Dec still stood and could still be fast tracked. Today told it would be 8 Jan 2018 and that it couldn't be fast tracked. Confirmed via email - nothing they could do! Appalling. Any help???
    • AndyCov6470
    • By AndyCov6470 17th Dec 17, 11:42 AM
    • 2 Posts
    • 0 Thanks
    BT Service
    We were with virgin media & we cancelled due to poor service (now thereís a surprise!) we ordered our new service from BT. The equipment turned up on time however despite them confirming the engineer appoint by text on several occasions the engineer failed to turn up. Finally today after numerous phone calls they have rang me to say they canít connect us until the 8th of January!!! Meanwhile virgin media have disconnected us so now we have no broadband or tv service. I have told BT they can stick their service where the sun donít shine Iím so annoyed itís unreal. BT HANG YOUR HEADS IN SHAME
    • JJ Egan
    • By JJ Egan 17th Dec 17, 12:13 PM
    • 10,435 Posts
    • 4,390 Thanks
    JJ Egan
    Who will you go to now ??
    Not VM and not an ISP that uses BT OR Engineer ??
    • AndyCov6470
    • By AndyCov6470 17th Dec 17, 1:22 PM
    • 2 Posts
    • 0 Thanks
    Well if it was left up to me I!!!8217;d do without but with kids in the house & my partner wanting tv I suppose I will have to stick with virgin media for now. I!!!8217;m going to contact consumer direct though to see if I can sue BT for breach of contract
    • Chezza66
    • By Chezza66 3rd Jan 18, 5:31 PM
    • 2 Posts
    • 1 Thanks
    I left BT on 6/12/17 as prices were going up. After speaking to someone at BT before leaving I was Reassured (& as stated on Martin Lewis website) that the line rental saver pro rata would be refunded automatically because I was leaving due to BT putting up their prices (This amounted to over £100).

    After 5 phone calls, false promises of BT phoning me/emailing me & assurances of the refund nothing has happened.

    So no refund has been received and we keep being fobbed of.

    I have been left feeling angry and frustrated at the injustice and poor customer service.
    • JJ Egan
    • By JJ Egan 4th Jan 18, 10:19 AM
    • 10,435 Posts
    • 4,390 Thanks
    JJ Egan
    Use your BT members help pages community forum .
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