This BT complaint is so amazing and very worrying that a company like BT are run this way. Basically a BT customer wanted to have their charges for broadband detailed in writing by BT Customer Services. They would not do this. This complaint fully details the problems and the conversation had with customer service which will make many laugh…but many of us have been there and it’s not funny if you have to deal with this incompetence when trying to sort out a bill.
Dear Mr Livingston,
Please find below a copy and extension of a complaint sent to BT. No one has responded. You are my last hope. All I want is my final bill in writing. I am totally disgusted with BT:
1. Feb 2009 I moved house, my phone line was with sky, my broadband with BT, for some reason, during the move, my phone line defaulted to BT, the first I knew about this was in June when I received a bill from BT. I contacted Sky and they fixed the problem, my phone line was reverted to Sky.
2. I had overpaid on the phone line from BT and had also been charged a cancellation fee by BT. I did not have a contract with BT and therefore the cancellation fee was null and void. BT agreed and promised to send me a refund of £60.
3. Three months later, still no refund. After numerous phone calls and half my life wasted telling the same story to four different departments, I found out that BT had arbitrarily decided to transfer my refund to my broadband account. I pointed out that this was not what I had requested and what had been agreed to. The refund was eventually paid.
4. I was so fed up by this stage that I decided to move my broadband to Sky when my contract with BT was finished. I phoned BT again (another 3 hours!) and found out that I had one month’s credit on my broadband. I informed BT that I would not be renewing my broadband account and I would therefore only be paying one more month by direct debit plus the credit already on my account which would take me up to contract end date of 18th March 2010.
5. 17 Feb 2010 bill arrived from BT broadband saying I owed £62.70! This amount included “the cost of your Broadband at “22.99 a month, charged in advance from 17 Feb 2010 to 16 May 2010”. Also £4.50 for “processing payment” ( I pay by direct debit).
6. I rang BT yet again (another 3 departments and 2 hours) where I was informed that a stop would be put on the bill and I need take no further action. I asked that a note be made that I was transferring my broadband to Sky at the contract end date of 18 March 2010, and this was apparently done.
7. My direct debit of £28.00 was paid to BT on 28th Feb 2010.
8. 5 March 2010 I rang BT to request my MAC code so that my broadband could begin the process of transferring from BT to Sky. I was informed that there was an error with the system and someone would call me back that day with the MAC code. No one called.
9. Sunday 7 March 2010 9.00am – my broadband was suspended because I had not paid my bill! When I rang BT and explained the entire situation for the 900th time, I was informed that my broadband would be reinstated.
10. Sunday 7 March 2010 9pm, still no broadband!
11. 11 March 2010 – Change of broadband to Sky! Finally finished with BT?
13. Get bill from BT – I owe £20.93, which includes “Late Payment Charge” £7.50 and “Cancellation Charge” £3.28!
14. 22 March 2010 – ring BT at 11.15am, it is now 12:49 and I am still on hold while they try to sort it out. The nice lady in Delhi has agreed to cancel the late payment charge and the cancellation charge bringing my bill down to £10 something. I ask for this new bill to be put in writing, apparently this is impossible!
The conversation goes something like this:
Is it any wonder I am transferring everything to another provider and will never, ever return to BT?