- We decided to move house on 8th April 2010. Prior to the move, I phoned to BT and informed our intention. I also gave new home address and other necessary details. The customer service advisor had confirmed that there won’t be any extra charge as the new property has already got BT connection.
- I received a letter from the BT on 31/03/2010 for the confirmation of the above and stating that my telephone service will start on 19th April 2010. In the letter it has been confirmed that there is no extra charges for the new connection to my new house 30 Widmore Road, UB8 3AY.
- On 19th April when I phoned to the customer service of BT, I have been informed to wait until midnight of 19th April 2010 and the telephone service will charged automatically.
- On 20th April 2010, as the telephone service was not connected, I phoned to the BT and the customer service adviser gone through the long process of checking and informed me the following:
There is a fault on my order no 130150xxxx and need to raise a new order for the work. The service advisor repeatedly asked me to cancel the old order. Over the phone I declined and informed the customer service advisor that it is not my intention to cancel the order. The BT wanted to cancel the order as basically it is a mistake from the BT and the adviser / officer wanted to hide their mistake/ information by canceling the mistaken order with new order.
I need to pay for the new connection and usually charge of the new connection is £ 124.00. However the advisor advised me if I signed 18 months contract then the above charges reduced to £29
The advisor informed me that for the new connection, an engineer visit is required from the BT and earliest engineer’s visit is available for the connection is 5th May 2010.
I would like to draw your attention that, for all the above incidents, I am not responsible. In fact, I had given advance notice for the house move to the BT.
At this moment I hadn’t any choice and earliest connection from the BT would be on 5th May 2010, which means I would have to suffer a clear loss of 17 business days. Also my family and young daughter will suffer for their education without internet connection for the 17 days and would have to pay premier charges for the essential internet connection.
I therefore would like to raise this complain at appropriate highest level to show BT negligence for the customer care and customer business.
I also would like to raise my concern for the attitude from the customer service department to give misleading information to their loyal customer to cancel the order, just to wash the BT mistake/ negligence for the customer service.
It is not my intention to pay charges for the new connection and I wanted to claim compensation for loss for my business for the 17 days and premier charges required to be paid for the essential internet services/ telephone calls.
In order to prevent further earning losses and suffering from stress and hassles without the land line telephone, I would like to find an another available service provider who can offer me quickest and batter service within a shortest interval and I wanted that the BT should compensate the charges and my loss of earnings and loss for the education.
A line of confirmation from you will be highly appreciated.