Getting reconnected – BT problem after problem

Moving house and being reconnected to phone and broadband should be easy enough for BT to sort as it’s their business. This following complaint shows this is far from reality.

Hello there

I’m emailing regarding my terrible customer service i’ve received. I’ve been with BT for 4 years and this past year has been horrendous with ourselves moving home and being reconnected to broadband and phone. I contacted BT in October 2010 and told them I was moving home and they said they would arrange this without any problems on the 5th Nov.

We moved house and contacted BT and got told we would not be connected until the 22nd November. I have spoken to about 50 staff members of which I have all there names telling me I would be connected on the 6th 7th 8th 9th 10th 11th 12th etc all lies as was never connected.

Eventually I got sent a dongle of which I got told I was not to be charged for but surprise surprise I got charged for it!!!

I got the money back my on my next bill after complaing but the dongle which was a waste of time as received this on the 23 Nov. Months went past without any problems until I received a phone call from BT asking if I wanted BT Vision. I said yes as I got told it was on offer and I would not get charged for it the first month but you guessed it, surprise surprise I got charged 3 months in advance plus a BT activation fee!!!!

Eventually after several phone calls I cancelled it but BT still insisted I pay the full amount I refused and cancelled my Direct Debit. This was getting out of hand as it was still on my September bill with only half the credits I refuse to pay the bill until you sent out the correct one. Eventually in October I had enough and informed BT was cancelling the service.

I spoke to customer support and got told I would be credited £144.17 and there would be no cancellation charge in my last bill. Before that you restricted my phone you cut off my broadband without notice no letters etc. Customer service put it back on for a week and you restricted it again, eventually I gave up phoning BT as they never listen or understand.

My November bill came through at £70.88 and surprise this was incorrect as they had not credited the full amount. My corrct bill should be £17.93.

Eventually I switched telephone and broadband supplier as I had enough. The other company was so professional in there service contacting me and the dates and put BT to shame.

Shocking service from BT!

lynda dalziel

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