Complaint to BT CEO Ian Livingston

A customer sick to death of not getting anywhere with BT customer services writes this complaint to CEO of BT, Ian Livingston. Not sure where it will get him but we will include on this website and in the report that will be sent for investigation. Email us your BT Complaint to share on this BT complaints website and in the report that will be sent for investigation.

Dear Mr Livingston,

I apologise for escalating my complaint to you and your senior colleagues, but unfortunately my experience with BT’s customer service teams has left me feeling like this was my only recourse. I have recently received a bill which included a charge which I am disputing, and so far my enquiries have provided a less than satisfactory response.

I have been a happy BT customer for around 17 years, and although I did switch to Talk Talk about three years ago to take advantage of their competitive pricing, I quickly realised my error and was delighted with the speed and efficiency with which BT welcomed me back. Again, I recently moved house and was very pleased that the appointment given to connect the property (it had previously not been a BT customer) was the afternoon of moving day.

The engineer arrived as agreed, was polite and courteous and very professional in his manner. When he asked us where the BT socket should go, I explained that we used broadband in the living room, and also on the second floor where my wife has a home office. He expressed concern that the BT Homehub may not produce a strong enough signal to reach the top floor, and that we might need to get an extension put in for that area. I asked if he would be able to do it while he was on site, and he explained I would need to call BT to see if a job number could be generated for him to carry out the work.

I duly contacted the sales team at BT and was quoted £70 for the work, and was given an order number which I passed on to the engineer. He installed both sockets and we were very satisfied with his work. I was also pleased that we had decided to get the work done there and then as the BT representative I had spoken to on the phone informed me that if I had to get it done at a later date it would have cost a good deal more.

Some weeks have passed and we have now received our bill (number M006 MJ). On this bill is the £106.52 (plus VAT) for connection, which I am happy to pay. Also is the £60.87 (plus VAT) for the extension socket which was as advised and again I am happy to pay this. However there is also a charge of £108.69 (plus VAT) for “Visit charge for BT Retail” which I am disputing.

I called Customer Services and after explaining my issue I was transferred to the Faults department. I explained why I was unhappy and was then transferred back to the Customer Services Department.

There I explained the issue to a third person who gave me a new number to call – 0800 234 6035. I called this number and had to hold for ten minutes before explaining my issue again, whereupon I was put on hold, then told I was being transferred to someone who could deal with my enquiry. I then got the engaged tone, and then the dialling tone – I had been cut off.

I redialled the 0800 234 6035 number and this time had to hold for 18 minutes before my call was answered. I again explained why I was calling, and then was transferred once more. Finally I explained to the sixth BT employee why I was querying my bill, and was told that the charges were correct.
I still struggle to understand why a visit charge would need to be levied when an engineer is already on site, but that is not my complaint.

My complaint is that I am now being asked to pay £169.56 plus VAT for something I was told by the BT Sales contact I spoke to would only cost £70. If I had been told that this price did not include an extra £108.69 plus VAT, and that the total cost was going to be nearer two hundred pounds, I would not have placed the order.

I am deeply dissatisfied with the customer service I have received when trying to rectify this matter, especially as I have recently signed a new contract with BT, an organisation I have never had problems like this with before. My clear wish here is to have my account credited with the £108.69 plus VAT as this I was not advised of this charge before agreeing to the work.

I trust the detail I have supplied in this letter is sufficient for this complaint to be investigated, but should you have any questions please email me. I look forward to hearing from you in the near future.

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