BT Complaints & Escalation

A question about : BT Complaints & Escalation

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 Ј300 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.

Best answers:

• This, sadly, is their technique...They make themselves completely bulletproof by not caring at all. It's like pushing on water...you can try, but it just doesn't work.
  I was being overcharged every month and I spent months calling every department under the sun, writing letters, email, talking to the BT rep on here...I was lied to, called a liar (ironically) promised about a million calls back that never materialised and even hung up on. Conclusion: They just don't care. In the end I gave up chasing the money and resolved to leave them as soon as possible. They, cleverly, make it so hard to get anywhere that, in the end, it's just not worth your time and energy. I wrote the money off, resolved to leave them and never come back and left it at that.
  Horrible, horrible company.
• Thats exactly what is happening, I have requested my MAC and will leaving them and joining sky very soon.
• I have had a similar experience - which doesn't help you, but rest assured you are not the only one. I have spent hours and hours on the phone to this dreadful company - and got nowhere. My complaint was not upheld and now they tell me I have to pay Ј10 for a transcript of the call as I dispute the content. Appalling service - total rubbish. I believe they deliberately make it so hideously difficult to complain that customers simply give up - leaving them in the money. They work on volumes and don't care about the loss of a few unhappy customers.
• Have you been to the complaints body for phones?
  I think its ofcom. They are usually a last resort but they should be able to help you.
  Failing that I would be contacting Watchdog, or a consumer column in one of the national papers, they are also usually very good at sorting these problems out.
  Try here https://consumers.ofcom.org.uk/tell-us/
  Unless people make a stand and complain through these they will continue to get away with taking your money off you, that could end up being quite an extra revenue.
• Hi scooter_aust
  I have just seen your post and would like to look into this for you, just checkout my profile section were you will find my contact info.
  Regards David
• I have also been having great difficulty with bt, they breached their contract with me by failing to supply a working router ( which they admit) so at the end of the contract i did nor renew. I advised bt of this and obtained a mac code and migrated to another provider. Bt then billed me for Ј84 for ending my contract early! I have now made many phone calls and have also had my honesty put in doubt!
  I now refuse to speak to them on the phone and will only accept letters from them! They are very,very slow to reply, but on the 28th september i recevied a written letter confirming that the broad band contract had been renewed without my consent and that i would not invoiced for any cancellation charges, this letter was signed by rodney armstrong, i was also offered Ј30 compensation! I sent a letter in reply and am still awaiting a response!
  Surprise surprise today i recevied an invoice for Ј174.23p, the majority of which is cancellation charges!
  Warnig do ot sign up to bt's tempting offers you will regret it
• Hi landpig1
  I can look into this to see what is happening, just check out my profile section were you will find my contact details.
  Regards David
• We have also experienced horrendous customer service (I don't think you can call it that!) from BT. After 4 months of trying to get a line installed in our new house we have finally been connected. This is after numerous no-shows at appointments after booking days off work and waiting in for no-one, hours and hours spent on the telephone trying to sort out the problem, and endless stress in the process. We have now been charged Ј300 for the pleasure! After being told we could not dispute the payment until after the line had been installed, we have now been told that this is incorrect and cannot dispute the charges on our account.
  BT have been nothing but less than helpful, continuing to send us bills for a telephone line that didn't even exist throughout the process! All I can do is go on every forum I can find to stop people from joining them.
  WORST customer service we have ever experienced - DO NOT join BT!!!!!
  Ј300 for months and months of effort - no thank you!!
• Could not agree more. Nasty, nasty company, the people on the phone will cheerfully lie to your face (well, ok voice) and fob you off any chance they get. Avoid. Seriously avoid.
• Hi R0wenna
  I can also look into this for you, just check out my profile section were you will find my contact details.
  Regards David
• I agree BT have no thought for thier customers, (via customer services) but, and i am not brown nosing, i have had serious issues with bt and the only people to help and resolve the issues were the BT reps on here.
  stuff that the customer services people just couldnt/wouldnt do.
  i say this because i felt like i was banging my head against a brick wall, felt i was going no where and bt were taking money they shouldnt, so do speak with the bt reps on here, they do help
• My BT broadband does not work in the evenings, it has gone on for nearly 3 months now. They have supplied a new hub and sent an engineer along. The engineer said was a waste of time coming as the fault only occurs in the evening, i had taken time off work for the appointment and don't get paid if I don't go to work but BT customer and technical support dot care about this. They won't send an engineer in the evening as the engineers finish at 6pm. I have requested to leave BT which they say I can but will be charged approx Ј220.00 as am in contract. Trading Standards have said that BT is breaching the contract as they are not providing the service that I am paying for and are not fixing it as they won't come out when the fault occurs. I have also reported them to the Ombudsmen. Today I called BT again and the lady I spoke with thought she had put me on hold, I then listened to her swear about me to her colleague and then discuss how she will be going out this evening to get p****d (her words not mine)!!!!!!!!!! I have tried numerous times to lodge complaints about the product and service by BT representatives but have had no success as they don't appear to have a complaints procedure in place. I don't know what to do as I appear to be stuck with a product that does not work, they are unable to fix it and are not willing to let me leave without severe financial loss to myself