Appalling BT Customer Service

A complaint about BT from a unhappy angry customer about broadband.

Dear Sir/Madam

Firstly I would like to say how appalled at the level of customer service I have been given. Secondly before I start I would like to say that I am NOT and have never been a BT BROADBAND customer.

On 12th February 2010 via HSBC internet bill payment I paid in ERROR £70.00 to BT BROADBAND. I wanted to put £70 on to my Tesco Club Card Plus Account. I did this on the internet via bill payment and selecting “pay an organisation” I incorrectly selected an option which gave me a drop down box and selected BT BROADBAND. At no time did was I asked for any sort code, account number the only thing I entered was the card number from my Tesco card in the Reference box.

On 26th February 2010 I called my bank to advise that the money had been made to BT BROADBAND in error , they informed me that I needed to speak to BT BROADBAND direct to get money refunded to me.

I called BT BROADBAND and was advised to send a letter to HEAD OFFICE detailing the situation and enclosing a copy of my bank statement showing the payment leaving my account. I did this on the 26th February 2010.

After not hearing anything from BT BROADBAND for 5 weeks I called again on the 6th April 2010, I spoke to one operator who put me on hold and then ended up hanging up on me. After calling back and going through the automatic phone system I got through to another operator who I again had to explain the situation to, after not getting anywhere with him I asked to speak to a supervisor.

I liaised with Kumar Akshay who said I need to send a letter to Head Office with the details and the proof payment has come out of my account. I explained I had already done this and I have heard nothing so I wasn’t going to do this again. Kumar told me to fax documents ( attachment above) to him on Fax number 0208 8109192 and that I should hear something from BT Broadband within 48 hours. I requested a direct line so that I could speak to Kumar again as he know what was going on. Kumar advised that they don’t have direct lines and told me to ring 0800 800 150.

After not hearing anything for over 72 hours I called BT Broadband again on Friday 9th April 2010 asked to speak to Kumar but was told they don’t direct calls. I again had to explain the situation. I was told that I need to speak to HSBC which I thought was strange as how can they get some money back which is sat in BT BROADBANDS BANK account.

I called HSBC, who were really helpful. One of their representatives called BT when I was still on the line so I could hear the conversation. After speaking to a operator who wasn’t being very helpful at all we asked to speak to a supervisor. This Supervisor was Kumar. We were on the phone for over 1 hour and we got no where, I was told to contact Tesco to get them to trace the missing payment.

Then we were told to write in again with all the details, we explained that this has already been done and heard nothing and wanted to know what is the complaints procedure but we couldn’t get any answer it was like they didn’t know.

All I want is for my £70 refund to me which is sat in your bank account not going anywhere. If you look at the other emails I have sent to you, you will see a screen print showing the payment leaving my account.

I cant not believe for what is supposed to be one of the countries primary communication suppliers that this situation has not been resolved after two months.

Please reply to me within 7 working days to advise me that this is being dealt with and so I know I can consider if further legal options are needed to get this resolved.

I have stated two contact telephone numbers below the preferred contact would be my mobile number.

Sarah Harris

Comments 0

  1. ackground We have 3 phone lines (1 business 2 private), all went dead, so did all others in our small hamlet.

    Firstly; it was hard to find a number in the phone book to report a fault, when I did it was an 0800 number and expensive to use on a mobile, so redialed with the 0330 number the message offered. I then had to go through various menues etc All very frustrating with a poor mobile signal and 2 kids just in form school. I also had to do it 3 times for 3 phones. With the 2 private phones I was just given an automated response that the phone would be fixed in 3 days, and an engineer might require access to my property to fix it (not vey helpful as we are going away). Next I tried the business line – I got through to a real person here and was told they would fix the line within 24hrs. I asked for a divert to be put on to a mobile….he suggested I did this myself – I asked how and he said either from the hand set or online……how daft can you be? I asked how I would do this with no dial tone…at which point he arranged to do it for me. There was no compelex procedure with this , i think he asked me my address etc.

    I thought I would do the same with the 2 private lines….NO CHANCE! After nearly and hour of being shoved from pillar to post all I got was the repeated message that they could not do this without my stating my account number. How many of us have out account number by the phone? My phone bills are not kept in the house but were in my office waiting to be entered in our accounts. It was a complete farce. I understand they need security questions for normal use. but when the line is broken (and when they have a proven fault affecting an area and you are a long standing customer with a good payment history etc) and it is an emergency (it was thundering and lightening overhead at the time – not a time to be putting 2 kids in the car and driving to the office to get a phone bill) I am also a member of a mountain rescue team, with poor mobile phone signal we rely on getting the call out via land line. Generally very poor service from start to finish. If they can put a divert on the business line with out a phone bill number they could do the same for a private line. They need to change their systems about needing account number info when they have a fault on the line – transfer to a mobile should be an almost automatic service – if there is a security issue why not just all have a registered mobile number with them when the account is set up – this is the one the phone is diverted to in the event of loss of service.

    The whole fault reporting system is a joke. If BT fail to provide a service that they have contracted to provide then they should have an easy and accessible system for customers who are affected

  2. ackground We have 3 phone lines (1 business 2 private), all went dead, so did all others in our small hamlet.

    Firstly; it was hard to find a number in the phone book to report a fault, when I did it was an 0800 number and expensive to use on a mobile, so redialed with the 0330 number the message offered. I then had to go through various menues etc All very frustrating with a poor mobile signal and 2 kids just in form school. I also had to do it 3 times for 3 phones. With the 2 private phones I was just given an automated response that the phone would be fixed in 3 days, and an engineer might require access to my property to fix it (not vey helpful as we are going away). Next I tried the business line – I got through to a real person here and was told they would fix the line within 24hrs. I asked for a divert to be put on to a mobile….he suggested I did this myself – I asked how and he said either from the hand set or online……how daft can you be? I asked how I would do this with no dial tone…at which point he arranged to do it for me. There was no compelex procedure with this , i think he asked me my address etc.

    I thought I would do the same with the 2 private lines….NO CHANCE! After nearly and hour of being shoved from pillar to post all I got was the repeated message that they could not do this without my stating my account number. How many of us have out account number by the phone? My phone bills are not kept in the house but were in my office waiting to be entered in our accounts. It was a complete farce. I understand they need security questions for normal use. but when the line is broken (and when they have a proven fault affecting an area and you are a long standing customer with a good payment history etc) and it is an emergency (it was thundering and lightening overhead at the time – not a time to be putting 2 kids in the car and driving to the office to get a phone bill) I am also a member of a mountain rescue team, with poor mobile phone signal we rely on getting the call out via land line. Generally very poor service from start to finish. If they can put a divert on the business line with out a phone bill number they could do the same for a private line. They need to change their systems about needing account number info when they have a fault on the line – transfer to a mobile should be an almost automatic service – if there is a security issue why not just all have a registered mobile number with them when the account is set up – this is the one the phone is diverted to in the event of loss of service.

    The whole fault reporting system is a joke. If BT fail to provide a service that they have contracted to provide then they should have an easy and accessible system for customers who are affected

  3. On 3rd October reported no phone dial tone via internet. Internet fault tracking said they aimed to fix the fault within three days but then quoted 11th October as the date they would fix. I tried to get through to complain. Round in circles. Tried to cancel contract. Helpful lady said OK I'll pass you to that department. Line went dead. After a struggle I got the right person who said I can't break the contract without penalty. What serivce am I getting for this contract? Nothing, Zero, Finito! This seems like fraud to me.

  4. BT obviously stands for B'Terrible. I can't understand why BT can't invest in the social infrastructure of the Uk by having employing UK call centres. Damningly obvious what BT must think about its customer base. Or at the very least what BT thinks about my business.
    Forget language barrier and the dodgy telephone voice quality, without exception and already having spent a working day on the telephone to sort BT generated issues the people in India and the like have never but never been of any value whatsoever. And now BT decide to change the verification parametres for non BT domains without any notification at all. Which has left me testing my whole system and trying to fathom what precisely has gone wrong. Again very obviously it went utterly wrong the day I decided to choose BT. The most embarrasing element is: if I were french I would organise a protest and general strike, if I were German I would invade, if I was Indian or Polish I have a fantastic services becasue I would probably work for BT anyway, but effectively as a stupid Brit I let BT get away with it. I am ashamed.

  5. Hello, Why is it when you ring customer services the operater is unable to give you the number you request and spends five minutes saying oh just a second I will have it.
    You are trying to get the public back to B.T but the service you give is much to be desired and unless you improve customer service you will not succed. I am very disappointed with your persona someone who has in the past been a loyal customer

  6. I've recently signed up for a full package with BT including phone, broadband and TV. I've had my phone with them for some time and although i've never needed to call the service centre i can honestly say i was impressed with the product and thus bought into more….more fool me!

    6 weeks since install and i still am not getting the service i bought. The TV comes in via the broadband line, as you can see from the log below (A sample from the Event log across a 1 hour period) the broadband is still disconnecting every 10 minutes which means….so does the TV.

    The customer service team in India make me repeat the same checks everytime i call which must have been atleast 15 times now and at the end of the call we get a different excuse, a new promise and another epic fail on BT's part. 2 engineers later and the problem is still no closer to resolution.

    Jan 1 21:59:41 2011 ( 3282.960000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:59:04 2011 ERR 2011-01-01T21:59:04Z cwmp: mt_cwmp: session error: Could not resolve host
    Jan 1 21:49:02 2011 ( 2643.560000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:48:30 2011 ERR 2011-01-01T21:48:30Z cwmp: mt_cwmp: session error: Could not resolve host
    Jan 1 21:38:03 2011 ( 1985.270000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:37:19 2011 ERR 2011-01-01T21:37:19Z cwmp: mt_cwmp: session error: Could not resolve host
    Jan 1 21:28:00 2011 ( 1381.950000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:26:38 2011 ERR 2011-01-01T21:26:38Z cwmp: mt_cwmp: session error: Could not resolve host
    Jan 1 21:17:24 2011 ( 745.550000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:16:02 2011 ERR 2011-01-01T21:16:02Z cwmp: mt_cwmp: session error: Could not resolve host
    Jan 1 21:09:42 2011 ( 284.100000) RTNL: Received ERROR reply 'No such process' for message type 0x19
    Jan 1 21:09:10 2011 ERR 2011-01-01T21:09:10Z cwmp: mt_cwmp: session error: Could not resolve host

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