Advice about dealing with BT

BlackDragon

BlackDragon

BlackDragon

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Joined
9 Jun 2006
Posts
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I haven't had a single good experience with BT, their customer service is shockingly bad.

I moved house last summer so I arranged to have existing contract cancelled on my old house (finishing in September, did this in June/July), and to have everything moved to the new house. Upon discovering that they were going to charge me £125 for a very simple task of connecting me, I decided to cancel everything and go with Virgin. This was around August time.

In November, my mum's account is suddenly debited for some money by BT. My mum rings up the bank and reverses the charge, as we owe BT nothing. I rang up BT asking why I owe them money, and can they fix it. They couldn't give me a straight answer as I was being forwarded around and each person was clueless. Finally they said they cancelled whatever it was, and cancelled the charges.

I come back from a holiday in December to find a bill for £50 or so, which is an increase from last time. Rang up, asked them to cancel whatever they have as I have no service with them, and they said they had it cancelled, etc, etc.

A few days ago I get a bill again, asking for £72. Another increase. I have no clue what they are charging for, and I can't understand why they can't resolve this simple little issue.

Now I could ring for a 3rd time, but I have no guarantee they will resolve it for good. So what can I do to make sure they fix this for good? I don't want to start raving on the phone, unless I really need to.

Cheers
 
I forget who the current CEO of BT is, but find out and email him directly. I did this with the previous boss when I had a problem, and it was sorted immediately with all sorts of managers suddenly wanting to sort the problem out where previously I'd been shunted from pillar to post.
 
Never had any experience with them myself, however, my mate at work had a right barrel of fun with them, He wanted a statick i.p address so called up and was passed for Technical-Sales-Customer services and then cancellations.

Eventualy he asked to speak to someone in the UK and got the simple answer "you will need BT buiseness pack for that" in total he spent 2 hours going round and round making countless calls
 
Just speak to which ever supervisor you can get in billing, and explain it to them, ask for a copy of what ever you have signed/requested from them to explain why they are attempting to defraud you.
If you go to the bank and cancel the BT direct debit, they cant take any money anyway.

And lo, as if by magic, they will leave you alone.
 
Was you still within your contract period?

If so if you cancel your contract early, BT have a little clause in their T&C stating that you still have to pay until your contract period is over...


http://www.productsandservices.bt.c...oterPopup.jsp?pagecontentfooter_popupid=13408

Their T&C can be found above.....have a good read theres lots of hidden costs for early cancellations, upgrades and downgrades.

Soon as my contract ended I switched to virgin....BT are one of the poorest companies I have had to communicate with.
 
A well worded written letter with words such as "disappointed" and "Virgin" will usually provoke a response.

Refrain from ranting, and keep it concise :)

I advise you to write reference numbers on the letter if you have them handy, so they can directly verify your claims and get it sorted faster.
 
richb_83 said:
Was you still within your contract period?

If so if you cancel your contract early, BT have a little clause in their T&C stating that you still have to pay until your contract period is over...


http://www.productsandservices.bt.c...oterPopup.jsp?pagecontentfooter_popupid=13408

Their T&C can be found above.....have a good read theres lots of hidden costs for early cancellations, upgrades and downgrades.

Soon as my contract ended I switched to virgin....BT are one of the poorest companies I have had to communicate with.
Click to expand...

My previous contract was cancelled early, but I paid the remainder of it, which was up until September. So now I shouldn't have any contracts with them!

Cheers for the advice so far :)
 
I agree with this entirely.. I've had far more bad experiences with BT than good. You just have to be persistent in my opinion.. just keep pestering them untill they do what you want them to do... be one of "those" customers :)
 
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