2nd BT customer service cock-up in a year!

This BT complaint was sent in today regarding BT customer service incompetence and incorrect phone line billing.

Dear BT Complaint

It started a year ago when we moved house. We have a basic BT line and had O2 Broadband as they give us 12mb/s whereas BT was only able to give us 8mb/s. Whenever we moved it somebody on the BT line managed to mix up our address putting in the house number of the new address and the street name of the old address. This meant that we had to wait an extra two weeks until our phone line was active and then some more time to get our broadband sorted – I was furious.

After a year we get now our bill again and I realise that we have been charged for 2 lines instead of one. I call BT to ask them to cancel the one not known to me and refund the money for me. They tell me it’s no problem and it’s being done as we speak….

24 hours later I receive an email and a text from o2 asking me to call them as BT is about to cancel my telephone line. I call BT again and they tell me that yes, ‘accidentally’ they have cancelled my correct number and they will re-do that again for me, which means that it will work again in 24hours. Whenever the line is up running I have to call O2 to activate my broadband again which will take another 24hours.

Bottom-line, I’m making BT aware of a mistake with my bill and they manage to make an even bigger mess out of it and I will be without broadband for 48hours. I don’t know how they manage to get so much incompetency bundled in their customer service department, it’s beyond words.

I think they actually do these things on purpose, trying to get you to sign up with their broadband. Apparently this has happened before, and they always talk about getting their BT broadband whenever you are calling them informing them about their mistakes. The guy on the phone 20 minutes ago even tried to make me believe that he misunderstood me and that I wanted BT broadband.
I do hope that BT is going to get into trouble for these practices!!

Matt

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