Here is another person that has been a victim of phone slamming.
My service provider has been Sky for the last 3 years. My line rental has been with BT which has always been between £11 and £12 per month. I have always been with Sky as the deal I have had has always been easier and cheaper for me than anyone else.
This morning I opened a bill which came from BT and found to my absolute horror that I have been changed over to BT for my land line calls. I have always been a satisfied customer of Sky and ‘never’ once felt even tempted to be with BT because of the poor customer service reputation.
When I contacted BT at 11:58am to find out what the hell is going on, I was put through to a man called ‘Anand Babu’ who emphatically informed me that I placed an order on line with them to go over to BT for my calls. Firstly, I have never even been on the BT website, and I have never requested a change over. When I asked them to forward me an agreement between myself and them to prove the order, they said they could not do it. I then cancelled my direct debit with them whilst we were on the phone and informed them that I would take the matter to a solicitor. I was told ”well that is up to you”.
I am absolutely livid because i have never ever ever ever made an order to do this. I then demanded to speak to his superior to get the matter sorted out. I did not take the name of the woman because after informing her of the same action i would take to get the matter straightened out she put me ‘on hold’ for almost 10 mins and then hung up on me. They also informed me that Sky authorised the change over! I was looking at my sky account online as she said this, and I catagorically informed her that i was looking at my ‘current sky subscription’ which is: Sky tv 2 pack, Broadband Everyday, and Sky talk unlimited.
The last bill was paid on the 20th of April to Sky for this subscription, and informed her that if Sky had authorised it, how is my current subscription still live, why have they have neither written to me or contacted me regarding the alleged change over. It was here that she put me on hold and then after almost 10 mins she hung up the phone.
After this woman hung up the line, I contacted Sky to request that they get my calls taken back to them as my service provider. The gentleman at Sky informed me that they did authorise the switch over as they are bound to do so by law when another company requests the switch over.
He then kindly assured me that the practice of ‘Slamming’ is what I have experienced with BT and this is fraudelent. Given this information, I made another call to BT customer services at 1:30pm that same day and spoke to Lalita Singh.
I asked for her to put me through to Anand Babu as I had spoken to him earlier that morning, which she refused to do. I then demanded that she put me through to her supervisor as I was becoming very perplexed that everyone up to this point in BT’s customer service department were insisting that I had requested this order of a change over. No one could give me any documented proof of the alleged agreement between BT and myself and the alleged order and so was put through to Sameer Gupga who said that he would wave the charges for the calls. I have emailed my complaint also to Ofcom, and spoke to an advisor who is assisting me with the complaint about this illegal process of Slamming.
Although I felt some relief, I do feel that I had to make a follow up call this morning (26/4/2010) to get cast iron assurance that the matter will be straightened out. It was today only that I visited the BT website for the first time ever so that I could find a complaints number or email address. I have spoken to your customer services team member ‘Nikita Gupta’ who has been the only person up to this point that showed me any real support or assurances, and has been of any help to me.
She has assured me that bill number from 19/3/2010, and bill number from 20th April will be wavered-refunded, and only line rental will now apply. I feel it is not my obligation to pay for calls from 4/3/10 until 11/5/10, when I return to Sky. What has happened is illegal and a violation of my rights. Is the refunding charge request that Nikita kindly made, including all the calls to be wavered until I return to Sky. Out of ALL of the customer service staff at BT, it is shocking that only ONE person helped me. As a result of her help, she deserves an enormous thank you from her superiors.
This has been terribly distressing for me, and I have no faith in BT anymore. I had never been confident of your services in the past from witnessing ‘firsthand’ other peoples experiences with you, and this has just destroyed any faith of ever recommending BT to anyone. It has left me feeling very vulnerable that I could fall prey to your gross misconduct again.
I would be grateful to I receive a full written apology from you, and a cast iron guarantee that you will never ever do this to me again.
Miss E J Northwood