Complaint about BT customer services

Dear BT Customer Service Complaints

I am writing to formally complain about your inadequate customer services. I have specific complaints about a call handler called Sadat, a call handler named Nitin and a manager called Ms Sharanya Saaradeey.

My mother passed away in September last year and I informed BT accordingly but maintained the line, as there is an alarm at her home. I have paid all bills since that date. On attending my mother’s house recently I found a demand for an unpaid bill so duly contacted BT to query this. I do not recall the call handler on this occasion. I never fail to pay on demand. It was for approximately £55. I was then informed that a bill had been sent (by post). I then queried this and previous bills as I could not actually ever remember receiving a detailed bill. He then said I had had as late charge from a previous bill, something new to me.

I told him I recall cancelling broadband etc in December/January and he confirmed this was actioned. I asked for a copy of these ‘sent’ bills and he said I would have to pay £4 but he would waive these, as there would appear to be a problem. This never arrived.

I then went on to your website to raise a complaint and I have never seen such an obstructive path to making one. There is no clear path but merely a run around, no email link etc. I then phoned your number and was put through to a Sadat from an overseas call centre and explained all. He was obstructive, and clearly has no idea of dealing with complaints or any issues for that. A scripted monosyllabic conversation is not adequate. I ask to speak to a supervisor and was told I couldn’t as they were busy. I then asked for them to call me back which I was assured would happen, but surprise no call. (Monday 10th)

Still on the Monday, I again tried to make a complaint but was given the run around by your website. I then tried the live chat. I conversed on line with a Ciaran who then had to call me as I had a catalogue of issues. He called me immediately and I thought had resolved my issues. He said that should I get further issues with my bills on line then I should go back to the live chat and ask for him directly. He stated it was a small office with 10 or 11 people only. It transpired my mother has e-billing and nothing would have been sent. Totally in contrast to what one call handler said. He set up an account and assured me that I would be able to view all bills the following day at the latest. I even logged on and there in black and white it said my order was being processed and would be available on the Tuesday.

I tried on the Tuesday numerous times but no show.

Wednesday 12th: I again tried to log on to see all my statements but there was nothing there. I then went back to live chat and was ‘speaking with a ‘Nitin’. He was not at all clear on what I wanted. I have copied our ‘chat’ for you below.

Hello. I’m Nitin. Thanks for that information, I’ll check it and get back to you in a moment.
Tim Steed: Thanks, Ciaran can call me on 01793 ******
Nitin: Hello, Tim.
Nitin: Could you please confirm your correct BT Account number?
Tim Steed: The one i have a link for is 76083994. This should relate to ***** ******.
Nitin: The two letter before ******** are…..?
Tim Steed: SS
Nitin: Thanks.
Nitin: Just a moment,please.
Nitin: Could you please confirm your username?
Tim Steed: gloriasteed
Nitin: Are you aware that the last bill got generated on 24/08/2011.
Nitin: Hence the next bill date is 24/11/2011 as you are on a quarterly billing cycle.
Nitin: So you need to wait for the generation of your next bill.
Tim Steed: Please just ask Ciaran to call me. I am fed up with these questions! I need to speak to someone. I just simply want my bills on line. Is it that difficult for you??
Tim Steed: This should have been sorted the other day and has not. This is now a complaint.
Nitin: If you wish I can call you now?
Tim Steed: I would Like Ciaran to call me.
Nitin: I am afraid it is not possible for you to get the same person back.
Nitin: Can I call you on your number to discuss about your query further?
Tim Steed: Hre assured me it is. As there are only about 10 of you in the call centre it is POSSIBLE. IF NOT GET A SUPERVISOR TO CALL ME!
Nitin: Could you please let me know the query first.
Tim Steed: YOU KNOW WHAT IT IS, IT’S IN FRONT OF YOU IN THIS TRANSCRIPT
Tim Steed: Where is your supervisor?
Nitin: I can confirm that the next bill date is 24/11/2011 as you are on a quarterly billing cycle and your last bill got generated on 24/08/2011. This is the reason to your query.
Tim Steed: NO IT IS NOT. GET ME YOUR SUPERVISOR PLEASE
Nitin: If you still wish to talk then I can confirm that a callback to your number will be made as soon as possible as she is on another call taking an escalation.
Nitin: Is that okay with you?
Tim Steed: GET HER TO CALL ME ON **********, HER NAME PLEASE. AS I WILL BE COMPLAINING ABOUT YOU TOO.
Tim Steed: GET HER TO CALL ME ON **********, HER NAME PLEASE. AS I WILL BE COMPLAINING ABOUT YOU TOO.
Nitin: I am sorry if my response is not the one you were hoping for, but I trust that this has helped to clarify our position.
Tim Steed: YOU HAVE NOT NO. WHAT IS YOUR SUPERVISOR’S NAME?
Nitin: Her name is Ms Sharanya Saaradeey.
Nitin: She will call you back as soon as possible.
Tim Steed: I WAIT WITH BATED BREATH
Nitin: I would be disappointed, too, if that happened to me
Nitin: I need to get additional information before I take care of this for you
‘Tim Steed’ disconnected (‘Concluded by Agent’).
**************
I think you’ll find he shut down the ‘chat’ and certainly not me. I still await this call from the ‘manager’ some three hours later.

As this is a constant reminder of my mother’s passing I feel BT are totally unempathic towards customers, have little regard to their customers wishes etc etc. I would like assurance that these inept workers, especially your call handler managers are spoken to and I get an apology from BT for this outrageous behaviour. All I want is to be able to see all my bills since September last year and then close my contract totally unless I get answers and go to an alternate supplier of telecoms.

Along with this complaint being published on bt complaints, I have copied this to numerous BT complaint forums to clearly demonstrate the inadequacies of your service.

Yours,

Tim Steed

CC
Watchdog
Btcomplaint.com

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  • I have experienced very similiar incompetance and poor customer support, especially from ignorant and rude agents in Indian call centres.

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