BT Customer Service Complaint

Another major BT customer service complaint is found here. Like so many others I have received, it shows BT total lack of customer service skills and helping customers with their problems.

Dear Sir,
On May 22nd, I rang BT to see if we could have a phone line connected to our new flat. They told me I needed a new phone line installed costing £124.99. At the time I told the lady, I didn’t get her name, that I couldn’t afford it outright so she gave me the option to pay the £124.99 over 6 months by direct debit.

On this basis I agreed to have the phone line fitted and requested monthly billing, on direct, and for our number to be ex-directory. I then gave them my bank details and told them which day to take the payment. I was expecting a letter of confirmation but it never arrived so I rang them the day before our original installation date (6th June) to which they said they had never received an order from us and had no record of my call.

I was furious as we had already waited 3 weeks for the line to be fitted and they could not tell me why the order had been cancelled even though I had been giving an order number. they also demanded that I pay the £25 deposit again, to which I refused, eventually they agreed to use the £25 from the original order

Anyway, I reordered the phone line provided it was under the same conditions as the previous order, i.e. ex-directory, monthly billing & the £124.99 split over the 6 months. I was promised this would be the case by Richard, we we’re also told we could have £30 compensation added to the account due to the inconvenience. I was assured that the engineer would come after 3 pm as I don’t finish work until 2pm.

When I arrived home there was a note under the door saying “Your BT engineer came today at 2pm but you were not home”. At this point I had given up hope with BT so decided I wouldn’t ring them to re-order the line.

Then I received a text with a new date for the installation., the 21st June. I then decided not to cancel the line as they had finally got it together so my partner waited for the engineer who did a brilliant job and fitted the line with me thinking “finally BT standing by their promise” but I was wrong. I have since had a bill for £164.99. I was horrified by this bill, I am 22 and my partner and I have just moved to Torbay so haven’t got the funds to pay the bill.

I rang BT immediately to find out if there had been a mistake, suprise suprise, they had no record of my previous conversation with Richard and were no longer offering to split bill over 6 months. Nor were we on monthly billing and we were not ex-directory, so basically, not the product I had ordered at all.

They demanded that I pay £75 over the phone and they would then split the rest of the bill over 3 months by direct debit. I refused to pay the £75 on the basis that I only agreed to the phone line being fitted if I could pay it over 6 months.

After an hour on the phone and arguments about who was in the wrong I eventually got to speak to a manager who agreed to allow me to pay the bill over 6 months and change our account to monthly billing and ex-directory.

1 week later I receive a final notice letter demanding payment within 7 days, so again I called BT to see if there was a mistake, and again, they had no record of any of my conversations, nor had our account been changed to ex-directory or monthly billing. By this point I had really lost my temper and told them to take the phone line out. They then demanded payment of £56 over the phone and then 4 monthly payments of £36, which would have meant me paying them £240 in total, so obviously I refused and asked to speak to the manager again. He then agreed the original terms, AGAIN, and this time promised the following things:

1) a credit of £30 on the account
2) to change our account to ex-directory
3) that no late payment fees would be charged to the account
4) that we would be on a monthly billing plan
and finally 5) that the direct debit team would call me in 3-4 days to set-up our direct debit.

At the time I was also told that only the direct debit team can set up direct debits, which is concerning as on the first phone call to BT I was able to do it with the same person I placed the order with and on the same phone call, without waiting for someone to call me back or being transferred to another department.

At the time I told them, quite clearly, that this would be the last time I would ring them and that if they didn’t take note of my phone call this time then I would see them in court. This was 3 weeks ago and I have still had no phone call but I have had a letter notifying me of a late payment fee. I have a complaint number given to me by BT and a reference number to quote my phone call. I am now at the stage where the stress is causing me to not sleep and worry that I’m going to have bailiffs at my door.

I have never had any intention to not pay BT what I owe them but I am only prepared to pay them on the conditions that were offered to me at the time I placed my order, that the bill be split over 6 months. I refuse to ring BT again as I feel i will be wasting my time but don’t know what to do next. I’m concerned that I have such a large debt to my name and that the company of whom I owe the debt are completely ignorant to “treating customers fairly” regulation from the FSA. I

really need some advise on what to do next because although I will go to court if it comes to it, I would prefer for this situation to be sorted without that stress too. I understand that they have fitted the line and therefore have supplied me with the product I ordered, but the credit conditions upon which I ordered the line have been completely ignored. If I bought a car on finance I wouldn’t expect a bill 2 weeks later for the full amount!!!

The things that worry me most is:

1) they took my bank details over the phone and then have no record of my call, being a victim of card fraud, I go out of my way to prevent my bank details being given unless it’s a trusted company, and feel they have let me down, if there is no record of my call, who has my bank details? and

2) that I can’t afford to pay this bill outright and it seems to be the only option they are offering to me unless I pay £75 more than what the bill was originally.

Please help me. Add your comments below with any advice you may have.

Other Related information.
For appearing in the technical tests like EX0-101 exams or some other tests like 1Y0-456 test, you should practice from test king. For the IT Technician designation pathway you can appear in 220-602 exams but they require practice and knowledge. If you think that you will go for 642-845 exam without practising and just with knowledge then success chances are very low.

Written By
More from admin

BT offers UK businesses new broadband and phone bundle

BT is helping UK businesses beat the recession with a new broadband...
Read More


Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.