Four weeks ago a BT engineer came to reconnect my telephone, it had been working perfectly and neither he nor I could understand why he had come. He contacted his superiors from his mobile whilst parked on our drive and they too were completely perplexed.
A few days later a bill arrived under a completely different account number to the one I have had for fifteen and a half years, welcoming me back to BT (I had never been away) and a notification that they were to take the first quarters line rental by direct debit from my account. I had not given them any authorisation to do so, i fact I had not given them my bank account details so they must have taken these from the existing account, on which I had already paid the line rental.
I looked through the BT website to find a way of putting in a formal complaint. The BT website is a total abortion, it takes you round and round in circles with no way to get off to submit a formal complaint.
I, therefore, wrote to the BT Correspondence Centre in Durham, who, in two weeks, have completely ignored my letter. This had given them sufficient time to stop the direct debit and correct the situation but no, they fraudulently stole the money from my bank account. I have now had to get my bank to try and recover the money stolen under the Direct Debit Guarantee System.
I have still not had any response from BT. Clearly they have not heard of Customer Care, especially when they have committed a fraud.
I am now totally stuck, I have no proper place to complain where I can get some action and the Office of Telecommunications Ombudsman will not look at it for three months after BT have tried to resolve the matter (which they are not doing), so they are not much help either. Probably have to move to Sky once this mess is sorted out.