After reading this BT Complaints website, I had to tell you about my appalling experience recently with the BT Digital vault service. This is a service where you pay a fee for BT’s online storage in order to back up your important and personal files from your computer.
We had paid for this new service with our broadband as we had lost some files due to a power surge which damaged our HDD so we thought this was the safest option to protect our important documents and more importantly photos of our 2 children when they were born.
To my anger BT recently sent me an email informing me that they had now deleted my BT vault account for an unknown reason and had deleted all my saved files.
When I called them to find out I was put through to their “less than helpful” foreign call centres who were unable to tell me why it had happened. Finally after over a month of my own investigation I was able to determine that BT had in fact deleted the wrong BT digital vault account.
We had decided to purchase a new digital vault account and pay more as this provided more storage space, this meant I had 2 accnts. I used the newest account to save all our files and precious digital photos and left it at that. Little did I know that BT deleted this account without my knowledge or authorisation and deleted all our precious photos.
To cut a long story short when I spoke to the complaints dept they gave me a measly £90 compensation for the loss of hundreds of priceless photos of our children and tried to sell me the digital vault service and other services as well!!!
I was then told by a UK advisor in the Digital Vault team that my photos will not be lost and I would get them back, but then told by a foreign advisor in the Complaints team that this was not possible! So who is telling the truth and who is caring for customers?
To say my wife and our family were upset is the understatement of the year. We were all in tears.
I think you need to put out to the public that BT can and will delete all your saved files in peoples Digital Vault accounts without telling customers before they do it and will not give customes a chance to save their files before they do so.
Thank you and happy to discuss.