Firstly, I want to say a big thank you for everyone who has contributed to the BT complaints site.
Secondly, the site has received over 11,000 visitors since October 2007 with many of you leaving a complaint about the terrible service you are receiving from BT.
A report will be produced over the coming months which will detail every BT complaint received via the two websites and sent for investigation:
Finally to say you are not alone in your struggle with BT as you can see from the vast amount of complaints varying from customer service to connection speeds.
Below is an example of just one of the many complaints we have received over the past 8 months.
BT Cold Calling Complaint
“I run eight houses which accommodate adults with enduring mental illness. We recently had a cold caller from BT, who spoke to one of our residents to ask if he wanted broadband installed.
He was pressured into saying yes, although the contract is in my name.
When I rang BT to query the broadband charges, I was told it was an 18-month contract and that we would have to pay to cancel.
We then received a bill for £438.48. I am disputing this, but am frustrated at every turn by BT — one of the many people I spoke to denied that a complaint had even been lodged. At one stage our phones were cut off, too. P. J., Birmingham
Margaret Stone, Money Mail’s Money Doctor, replies: I think BT’s treatment of you and your residents was appalling. Once you had explained to BT that it had made the agreement with a resident who had neither the authority nor the mental capacity to deal with a pushy sales person, the contract should have been cancelled immediately.
But it appears that there was no one in BT prepared or willing to help. It was not until you got in touch with Money Mail that action was taken.
Within days, the matter was resolved. The contract is cancelled. The account balance is now £339.90 and these charges — which I can only describe as spurious — have been cancelled and thus cleared.
In addition, BT has sent a hamper of chocolates to the resident who inadvertently triggered this sorry saga. I think this is a wholly inadequate gesture given the appalling way you have been treated.
Meanwhile, a warning note has been put on all the accounts in your houses, advising that you are the only person who can make a decision about them.