I sincerely hope that you will be able to get somewhere with this. BT are the giants in telecommunications and the catalogue of disasters which I could list would fill hundreds of internet pages so I wont. Suffice it to say that it began in 1996 when I had to be paid compensation for a line going in a week later (into a remote home, me disabled and needing the ability to phone) to a 36 hour marathon which, eventually, got me screaming but also saw me claim for £400 in wasted time and shabby treatment.
But the reason I am writing today is that I have an elderly friend who is completely alone (sadly she lives 45 minutes from me and I cannot just pop in to check on her), has been very ill over the last year and whose landline (and with that her community “panic” button) and mobile phone have been cut off.
When telephoned BT told me (lovely Indian girl… I grew up in India yet she couldn’t understand a word I said. I speak even more clearly than I write) that my friend owed them £500+ and that she could still make emergency calls. Also that they would make sure that she was listed as a vulnerable person (because of the panic button) and that someone “superior” (to my lass) would telephone me to discuss assistance/clarification.
I have not heard from them, the panic button does not work and no calls of any nature can be made from that line. BT are still taking regular payments from my friend’s bank account by Direct Debit. :/
BT now claim that she owes them over a thousand (how is this possible? They told me it was £500+ and with her phone cut off she is hardly likely to be have been able to accrue any more charges..?) and she is left at home with no way of speaking to anyone.
HOWEVER- they did phone her and sold her some fancy new package which gives her free evening and weekend calls through her Broadband…
And are taking payment for that quite happily. Only without a telephone she cannot make use of what they sold her. Never WAS able to as her phone was already cut off and the lad who she spoke to said he’d sort it for her (as he agreed that she must have her panic button).
So- knowing that she had no landline BT sold her something she cannot use. Then I find a message from BT simply entitled: “BT Broadband Talk Softphone – Hub Cease”. Are they going to cut off her Broadband as well? Even though they are still helping themselves to her money?!
Come on BT- get the staff properly trained, don’t out-source your customer relations staff and have the courtesy to deal openly and plainly with people approaching you for information on YOUR products/services. No lying, no passing the buck to “supervisors” and a little more commitment to the truth.
Without some serious adjustments in customer training BT will continue to be a joke. If my friend falls and cannot drive herself to a doctor, she may not be “found” for a week. That is shabby!