My letter to BT:
To Whom It May Concern,
It is with great frustration that I am forced to write this letter but after 5 hours of unhelpful phone calls I need to express my views and make someone aware of the incompetence of the so called “customer service” from BT.
Last week I received a final bill which I presumed must have been a mistake as I am in a 12 month rolling contract with BT and always punctual with payments, so called your customer service team to query this and at the same time thought I’d pay seeing as I was already on the phone. After a 20 minute wait (I strongly believe whoever is responsible for your hold music needs shooting!) I was able to pay. However after I was thanked for the payment I was then told that my account had actually been cancelled and that I am no longer a BT customer! – Thanks! As you can imagine I was mystified and asked why but received no explanation-the lady I spoke to simply didn’t know! Whilst on the phone I checked my internet and true to word it was disconnected. After being told I was up to date with everything and all had been paid - thank you very much, I was unable to work out where the misunderstanding had taken place. I spent 2 hours in total on this call without a specific answer and after speaking to about 5 different BT representatives (most of which I was unable to understand!) I was informed someone else would call me back. Believe it or not I was called back – Hallaylooyay!... by a member of the sales team that asked “are you ready to place an order sir???” After going over chapter and verse again with this member of the sales team I was told I would basically need to start all over again as a new customer, sign up for a 12 month contract and pay the installation costs. WHAT??
I called again Friday, again 2 hours of being disconnected twice, throat slitting hold music, I spent my Friday night sat in awaiting my promised call from a BT manager…guess what…correct – No Call!
I then called again this morning and was given new information-apparently I missed a payment in April and that we have had a steady stream of reminders, final notices and cut-off warnings. I cannot say strongly enough that this is NOT the case. We haven’t received any of those whatsoever. I was clearly informed that when I paid the July bill everything was up to date. Why on earth have I been cut off?? If I had missed a payment why tell me that I haven’t, cut me off and then choose to tell me I have?!
To add insult to injury I receive a marketing leaflet stating, ‘Before you leave BT please consider staying with us for the following reasons..’ I never wanted to leave in the first place, I signed up for a 12 month contract in Nov’07 so surely that lasts until Nov’08?
I have been without internet access for a number of days now and after wasting 5 hours on my Vodafone mobile which isn’t free to 0800 numbers, I am now told that it can’t simply be switched back on, we have to go through the installation process, which will take 5-7 days. This is absolutely appalling. I need the internet for my business to function and I am losing time and money by not having access.
The level of customer service is atrocious and has been made worse after speaking with a lady called Marjorie who I quote, “Well how do we know you’re not receiving the bills, the reminders, the final notices and not screwing them up and chucking them in the bin?” Why on earth would I do that when I pay every single bill I know about on time? And if I didn’t want or need the internet why would I spend so long attempting to be reconnected? It doesn’t make any sense and I didn’t appreciate the rudeness of your employee.
I have been round and round in circles with BT, been passed from department to department, been cut off numerous times and been misinformed about everything. I have found the whole process ridiculous and cannot believe it has taken 5 hours, 8 phone calls, over 15 members of staff and 3 supposed managers to rectify a situation that wasn’t even the customers fault. Why advertise for new business when you are obviously trying to get rid of it? I have had to virtually beg to come back as a member and believe me it has made me seriously consider using a different provider in the future, if I was certain I would be at the same address for a further 12 months I would have no hesitation in changing providers.
Please give me a valid reason why I should not report this issue to ofcome, because right now I can’t see any!
I would like details on compensating me for my time, phone calls and the sheer hassle this has caused me. My business has been unable to run and I would like an apology and compensation.
I would appreciate a written response by Friday 22nd Aug.
Regards,
To Whom It May Concern,
It is with great frustration that I am forced to write this letter but after 5 hours of unhelpful phone calls I need to express my views and make someone aware of the incompetence of the so called “customer service” from BT.
Last week I received a final bill which I presumed must have been a mistake as I am in a 12 month rolling contract with BT and always punctual with payments, so called your customer service team to query this and at the same time thought I’d pay seeing as I was already on the phone. After a 20 minute wait (I strongly believe whoever is responsible for your hold music needs shooting!) I was able to pay. However after I was thanked for the payment I was then told that my account had actually been cancelled and that I am no longer a BT customer! – Thanks! As you can imagine I was mystified and asked why but received no explanation-the lady I spoke to simply didn’t know! Whilst on the phone I checked my internet and true to word it was disconnected. After being told I was up to date with everything and all had been paid - thank you very much, I was unable to work out where the misunderstanding had taken place. I spent 2 hours in total on this call without a specific answer and after speaking to about 5 different BT representatives (most of which I was unable to understand!) I was informed someone else would call me back. Believe it or not I was called back – Hallaylooyay!... by a member of the sales team that asked “are you ready to place an order sir???” After going over chapter and verse again with this member of the sales team I was told I would basically need to start all over again as a new customer, sign up for a 12 month contract and pay the installation costs. WHAT??
I called again Friday, again 2 hours of being disconnected twice, throat slitting hold music, I spent my Friday night sat in awaiting my promised call from a BT manager…guess what…correct – No Call!
I then called again this morning and was given new information-apparently I missed a payment in April and that we have had a steady stream of reminders, final notices and cut-off warnings. I cannot say strongly enough that this is NOT the case. We haven’t received any of those whatsoever. I was clearly informed that when I paid the July bill everything was up to date. Why on earth have I been cut off?? If I had missed a payment why tell me that I haven’t, cut me off and then choose to tell me I have?!
To add insult to injury I receive a marketing leaflet stating, ‘Before you leave BT please consider staying with us for the following reasons..’ I never wanted to leave in the first place, I signed up for a 12 month contract in Nov’07 so surely that lasts until Nov’08?
I have been without internet access for a number of days now and after wasting 5 hours on my Vodafone mobile which isn’t free to 0800 numbers, I am now told that it can’t simply be switched back on, we have to go through the installation process, which will take 5-7 days. This is absolutely appalling. I need the internet for my business to function and I am losing time and money by not having access.
The level of customer service is atrocious and has been made worse after speaking with a lady called Marjorie who I quote, “Well how do we know you’re not receiving the bills, the reminders, the final notices and not screwing them up and chucking them in the bin?” Why on earth would I do that when I pay every single bill I know about on time? And if I didn’t want or need the internet why would I spend so long attempting to be reconnected? It doesn’t make any sense and I didn’t appreciate the rudeness of your employee.
I have been round and round in circles with BT, been passed from department to department, been cut off numerous times and been misinformed about everything. I have found the whole process ridiculous and cannot believe it has taken 5 hours, 8 phone calls, over 15 members of staff and 3 supposed managers to rectify a situation that wasn’t even the customers fault. Why advertise for new business when you are obviously trying to get rid of it? I have had to virtually beg to come back as a member and believe me it has made me seriously consider using a different provider in the future, if I was certain I would be at the same address for a further 12 months I would have no hesitation in changing providers.
Please give me a valid reason why I should not report this issue to ofcome, because right now I can’t see any!
I would like details on compensating me for my time, phone calls and the sheer hassle this has caused me. My business has been unable to run and I would like an apology and compensation.
I would appreciate a written response by Friday 22nd Aug.
Regards,
Comment