Many of the BT complaints sent in from customers relate to poor customer service and BT getting it wrong or not understanding the problem. Lots of these cases can be unfortunately be put down to the BT call centers being based in India with many of the staff having very poor English. Here is just one example of this and how it can lead to incorrect orders and billing.
8 weeks ago I cancelled a secondary BT line into our house. It had only been used for a fax machine and was no longer needed. This process in itself was fraught as it transpired that the secondary line had broadband which had never been requested. However I thought all had been resolved until I received a bill for broadband on the now defunct line. I duly phoned the relevant 0800-800-150 number and spoke to several polite operators in India. No one could tell me why I had been billed for the dead phone line. Verification of our existing line was ascertained that does carry broadband and I was left thinking that compensation would be offered at some point.
Half an hour later the Broadband on our sole phoneline became unavailable. I phoned again and spoke again to several helpful and polite Indian operators. Eventually I was told that there’d were ‘difficulties in our area’ having tried to reboot the router several times. I tried later to no avail, no broadband. Again half an hour speaking to more operators across the globe to eventually be told that for no apparent reason the broadband had been cut off. I was informed that I would have to apply to have it reinstated, a new order would have to be raised and worst of all I would have to wait until June 7th. No amount of reasoning, incredulity and finally rage could exact an explanation as to how this had happened.
Enter one irate husband who takes on various supervisors… to no avail. He spoke to the Glasgow call centre who said that they had to refer him to the call centre in India who would not speak to us until they had received an order. However much he fumed that we were losing income, communication with family members living abroad, there was no giving way and what appeared to be an action taking simply seconds to cut off our Broadband could not be reversed without mountains of paperwork, we have now received a new order number text messages and emails to welcome us to our new service. The last supervisor said irate husband talked to, a Mr. Mohammed, cut him off mid flow and put the phone down.
We have no recourse seemingly and have to sit it out. The final straw will be if we have to change our email address as a result of this gross incompetence of BT. It should have been so simple for the system to check why we had been charged for a dead phone line and if dare I say it, English had been the first language of the call centre operators, we may not be in this mess.
Caroline Temple Cox