Dear BT Complaints, where do I begin? Every time I move house I get problems after problems about something that should be routine for BT Customer Services to sort.
Thankfully I detailed every conversation between BT and myself…some dates may be one or two days out. By the end I hope something is resolved to my satisfaction, in quick manner so I can start paying for the correct services.Well here goes………
Around 14thmarch I called BT to advise then that I was moving house and wanted my broadband and phone line service stopping as from the 19th march but still wanted to access my e-mail account. As I wanted to continue with BT I gave them my new address and the date I was moving in. On the same day I received an e-mail confirming new install address (which I will keep).
One letter sent by BT to my new address dated 14th march advising me that the plan was to get me up and running by midnight 02/04/2012 but this might change after a few more checks.
Two more letters sent by BT to my new address dated 15th march advising me that the plan was to get me up and running by midnight 02/04/2012 but this might change after a few more checks.
On 16th march I received an e-mail from BT with details of my move of address involving the telephone numbers required.
Some point between 20/03/2012 and 02/04/2012 a new hub arrived at my address which I found a little strange as I already had a business hub. I signed for it and kept it boxed.
02/04/2012 the planned date of an engineer. A new line from the house to the outside pole was installed along with a open reach box inside, filters, the connection of the delivered hub and a new phone number is all up and running.
A bill dated 04/04/2012 arrived through my door for £165.19 (rental charges of £52.66, one off charges of £85.00 and vat of £27.53)
The one off charges of £79.00 for new hub and £6.00 for delivery of said hub.
After receiving this bill I called BT to question the charges for the hub and was given two options, either pay for the hub or a jiffy bag will be sent for me to return it. I opted to return it as I already had a BT business hub.
Shortly after the conversation I received a customer satisfaction survey on my mobile number, which required me to rate my experience of satisfaction that I had just received, I filled each question and sent them back by text.
On the same day as the survey or the day after I had a call on my mobile from BT who wanted some feed back the answers I gave in the survey. I told them the story regarding the hub and told her that at no point did I ask for the hub or I was advised a hub was being sent to me or I was going to be charged for a new hub or for its delivery. They told me that I should never been given the option of sending the hub back and for the mix up they would arrange a credit of £100.00 to my account and a revised bill would be sent. BT customer service representative also gave me their direct number and asked me to call them if I had any more problems.
Wow thing every thing is sorted…..How wrong I was…..
Bill dated 20/04/2012 came with the £100.00 credit applied. But a balance brought forward of £116.71 on it. I couldn’t understand this charge as my last bill dated 02/01/2012 was paid. I called BT to question this charge and after around an hour on the phone I got nowhere.
The same day or the day after I called again as I wanted to know what this charge was for, it was found that it was for bill dated 03/04/2012 after trying to make the BT customer services advisor that I hadn’t received that bill it came to light that it was sent to my old address. I questioned why as I had moved address and had conformation of move of address and the fact that I had my new line installed on the 02/04/2012 (the day before the bill date).
The next thing that I questioned was the recurring charges figures never been consistent from the bill dated 02/02/2012 to the bill dated 29/04/2012. I was given no explanation.
Again after another phone call to try and get to the bottom of this I finally spoke to someone English other than the rep I spoke to previously. It was found that in the charge of £116.71 I was paying for two broadband accounts (my new one and the one I asked to be stopped on 19/03/2012). He advised me to call the cancellations department on 0800800152 option 4, letting the advisor know that I wanted the broadband cancelling from 19/03/2012. I did this and got a reference number. The gentleman who told me I was paying for two broadband accounts told me he would look out to make sure of the cancellation and send a revised bill.
30th April I received a phone call from BT telling me that I had an overdue account and I was going to be cut off. (AT THIS STAGE I AM GETTING VERY P**SED OFF). During my shouting and screaming at her down the phone I told her the whole story and how frustrated with BT I was and I was waiting for a revised bill. After over half an hour the BT customer services rep told me she would find out who I had spoken to from the first call back in march and would get back to me.
Also 30th April I received an e-mail confirming my old broadband on line number would be stopped on 07/05/2012
P.S I hope when I finally get a bill I won’t be charged up to 07/05/2012 as I asked for it stopping on 19/03/2012.
Monday 7th May, can’t access my e-mails (blood boiling now). I put 2 and 2 together and realised that as the last e-mail confirming the cancellation of my old broadband on 07/05/2012 that his affected my e-mail access. Called BT yet again, I explained the situation and within 2 seconds me e-mail was back working (yet another English sounding person). During the conversation with the gentleman who took this call I mentioned the cock up with the hub sent to me and I mentioned the previous BT advisor I had talked with, the advisor claimed her knew her, I asked him if he could get in touch with her and ask her to phone me on the number she had done previously. The told me she wasn’t working (May bank holiday) but he would e-mail her my contact details and ask for her to contact me. The advisor suggested it could be as soon as Tuesday 8th May.
Tuesday 8th May. Whilst looking on the internet a message came that my account was suspended, the screen prompted me to close the browser and re-open, I did this and got a message stating overdue account and a box in the right hand corner with the words continue browsing, which I clicked on. Once again I called BT and spoke to another foreign person who claimed to be called “Sarah” (my arse). Once again I had to go through the whole story and yet again I was told she would find out some more details and get back to me.
I am still waiting……………………………………………………
I will not be very happy if I get cut off till this matter is resolved, I am not trying to avoid paying my bill, I just want to pay for services I asked for and not ones that I asked to be cancelled sometime ago.