A BT customer service complaint from 92 year old, written by daughter.
My mom has been with General Post Office since early 1960’s. This complaint is written from her perspective. She always pays bills and is a stickler for paying on time. She has never been in debt as this worries her.
- Happily paying BT £60-£70 a quarter for her phone, gets a letter from BT saying she’s £66 in credit.
- Following day gets phone bill from BT saying she owes £62.
- Goes to bank and shows letters to cashier who suspends her direct debit for that quarter.
- She thinks, wrongly that BT will sort it out.
- Gets red bill for £62 threatening to cut her off.
- Writes to BT. To this day no reply.
- Gets letter from BT going to cut off her phone unless she pays £62.
- Writes another letter. No reply to date.
- Gets cut off. 92 years old, osteoporosis, Zimmer-frame, no phone.
Son finds out, phones India 35 minutes to get through;
(I understand I was fortunate.)
The £66 credit is with another part of BT with different account number (I’m the idiot!) – she hasn’t used her broadband so we’ve refunded the money after a year.
Mum didn’t know what broadband was and has enough trouble with her tv remote! Totally un-solicited service!
Son paid phone bill by card, phone reconnected, BT sent cheque for credit 3 weeks later £66, no letter of apology, nothing, the next day she receives a letter from BT charging her £75.85 reconnection fee.
Son searches internet and comes up with Post Office telephone deal, cheaper and Mums happy to deal with the General Post Office again.
BT finally send her a letter intimating or ( intimidating ) saying the service won’t be as good in a nutshell and charging her a further £18 for disconnection of the service.
Tried to get in touch with OFCOM. Their site takes ages to load and gives you more of a run around than BT!
Hope you have more success compiling all these complaints on this website and compiling them into a report.