BT Business Line Complaint

This complaint is from a unhappy customer who wants to change their account from a business line to a home package.

Dear Sir/Madam

I’ve had a business line with BT for a number of years and back on the 25th March 2010 I requested that this be changed to a BT home package as I do not need a business line and it was working out too costly for my needs. I was put through to your sales team and assured that this had been done and I would now be on a home package.

Then several months later I was told by your billing enquiry team that this had not been done and I was still on a business tariff. I enquired as to why it had not been done and was told that they could see notes on the system that it should have been processed back in March but for some reason it was not carried out. I was told that I would have charges refunded to my account from back in March as this had not been done when I requested.

I have been on the phone again, as my most recent bill came and was STILL a business bill. On my most recent phone call to try and sort this out I was cut off after waiting nearly an hour and then put through to several different departments. I have still not been refunded for the money it has cost me that I would have saved had the package been changed when I asked.

I would like to request that this situation is put right without further delay and that I am put onto a home package. I would also like to request a refund as this situation has left me out of pocket due to no fault of my own. I have spent several hours on the phone trying to sort this out and this has obviously cost me in time and money for the calls and my own time taken.

I would like to give you the opportunity to sort this out for me. I look forward to hearing from you.

Yours faithfully

Mr A Curtin

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