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I am writing to complain about how appalled I am with your customer services. My business has recently changed address and I rang enquiring about changing address and installation from yourselves about 1 month before I was due to move. At the time I agreed with one of your sales team that I would keep the same number and that on my last day at my old address on Saturday 13th March I would put call divert on to my mobile. (This would still enable me to help my clients and keep my business).
We agreed that on Monday 15th March one of your engineers would contact me with a date to complete my order and put me a new phone line in.
I was told this date would probably be the Monday 15th or Tuesday 16th March. This would enable me to open my business in my new premises on Wednesday 17th successfully.
No-one contacted myself so I rang your order team. At which firstly I was on hold for approx 15-20 mins from my mobile, then I was told it would be Wednesday 17th when a engineer would be coming. You could imagine how frustrated I was, as I business my clients pay with cards, but my terminal would not be working! At this point I was upset, and asked to speak to a supervisor and guess what I was put on hold again. My mobile phone is not with yourselves and as I was ringing 0845 its expensive!!!
When the engineer came I was told that to enable him to put a line in he needed written permission from my landlord. Why was I not told of this when I placed my order! Because of this I was told it would be Thursday 18th for my line. This caused my business lots of problems and I had loss of earnings as clients could not pay with their cards. I did ring to complain again but was on hold yet again.
Thursday morning the engineer came and told me ‘the job’ had been took off him and someone else would be coming tomorrow! I was very frustrated by this and thought you were having a laugh. But no, you were not so that was yet another 30-45 mines I was on hold trying to get this joke sorted. Eventually I managed to get the line in and working on the Thursday afternoon but unfortunally a lost business in the morning as clients could not pay!
You can imagine the relief when everything was eventually working. But I had lost my energy to ring again to complain and be put on hold!!!
Then two weeks ago I received my BT phone bill. Firstly it WAS sent to the wrong address (27 Chapel st). Then as I rang yet again to complain I was put on hold AGAIN. My bill was over £200.00 it which is a lot of money for a service which is a joke. I can’t believe how difficult it has been just to change address with you. I will NOT be renewing my contract again with you, and my home landline will also be moving.
As a business person I always do my very best to help clients feel welcome and stay with myself. You have done your very best to make sure I had a awful experience, I will not recommend you to anyone and will be telling them about my experience and that it actually cost me a lot of money!
If complaining by phone is anything to go by I will be very shocked if you responded to this e-mail. But that would seem to be typical as my whole experience as one of your customers is a joke!