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Calamity of Errors
Visitor
Comments: "why do bt have press this and that but actually dont have a button for complaints, and i have been on today for 2 hrs 16 minutes and spoke to all departments including the tea lady, whats happening bt carnt you communicate with your customers" -
peter starbuck, nottingham "`BT - Information Services and Communications Provider`.... Bit like `Political Integrity` and `Honest Lawyers` all a nice idea but you`ll never find them in reality." -
TwistedPair, London
Complaint Logged: Jan 5 2008 3:29AM
BT have viewed this complaint on 40 occasions.
Jan 5 2008 3:44AM
Comment Posted by BT Customer
Where to start!
I brought a property 12 months ago and agreed with the previous owners (who were friends of mine), that we would leave the phone line alone and simply have the calls diverted to their new address abroad. I don`t use a home phone anyway and only wanted it for broadband.
So, everything is fine until one day they decide they don`t want the line anymore and want it cancelled. I agreed and duly called BT to get it cut off and a new line put in (I was told by them that I could not simply take over the line - a bit annoying but fair enough).
After about 3 hours being passed from pillar to post I finally got through to someone who said they would cancel if for me and order a new one. Job done!
Next day, the plans changed and the previous owners wanted to keep the line. Fair enough - I called BT and waited for about 2 hours of being passed around before getting through to a totally uninterested and quite rude young chap in sales. Who told me that that was all done and nothing would be cut off.
He didn`t sound too confident so I left it a few days and called back to see if anything had been done - it hadn`t. I complained about this and the guy on the phone said he was very sorry and he would do it now (cancel the impending cancellation of the line).
Fine. Took a while but now it was sorted.
WRONG! a few days later the line is cut off and I am left with a new and useless phone number. Any my sky broadband fell off the line too.
I called BT and complained about this and was more or less told - tough! They said it would take about 10 days to get the number back on the line. I said that this wasent good enough and it should never have been cut off. They said they could not reinstate it in the previous owners name and that I was bound into the new contract.
Its fair to say that I was pretty pissed off about this but, eventually, I and the previous owners agreed.
I asked BT if they could speed up the restoration of the old number being as this was totally their fault. "No!" !!!!!
10 days later the phone number was changed - to another completely random number. I couldn`t believe my ears! I called BT again and (after another 2 hours being transferred around) was told there was nothing that could be done. Unbeleivable! First I am entered into a contract which it was my legal right to cancel, then I am told that they can`t do anything about the three or four serious cock-ups they have made.
Eventually they agreed to try again putting the old number back on the line, with another 10 day wait. I asked for it to be prioritised and once again was turned down.
I tried calling a few more times and each time I dialled 150 I was put through to an operator who could not locate my details on their system or told me that they "were not trained to do this", and was transerred to another person.
Finally I got through to someone in billing who put me on to their manager. What a great guy. He listened to the complaint and even gave me his direct line number. He offered to put a £50 credit on the account by way of an apology but still told me he could not prioritise the order.
Yesterday, I got my broadband back, after a whole month of being mucked around and a total of about 16 hours on hold!
What a joke!
It is worth mentioning that this is not the full extent of the problems. I have omitted details of several of the calls which I made in which I was told people would call me back and they didn`t, told that I was being passed to a manager and then being dumped into a hour long queue etc. - I simply havent got the energy to go over it all. I might get round to updating this one day with more details.
Jan 23 2008 10:21PM
Comment Posted by BT Customer
Yesterday, I received this e-mail from the BT Press Office:
Kevin
I work in the BT press office and was given your email address by Miles ******** at the Guardian.
I have read about your issues with BT on your web site and I just wanted to check whether you have any ongoing problems with BT that you`d like me to ask our High Level Complaints team to sort out.
regards
Michael ******
Chief Press Officer, BT
Jan 23 2008 10:22PM
Comment Posted by BT Customer
My response to Micheal was this:
Michael,
Thank you for your e-mail. As it happens I do have ongoing issues and would be happy to receive specific answers to the following questions, answered individually:
- Why was my line disconnected despite me twice canceling the cancellation?
- Why was it re-numbered to a totally random number when my old number was supposed to be restored?
- Why was I advised that I had been signed up for BT Broadband when this was never requested and was not the case?
- Why have I been charged £4.50 for not paying by Direct Debit when this account should never have been setup?
- Why did an operator refuse to refund this charge bearing in mind the errors made on the account?
- Why were no operators able to give me concise details of previous calls to BT?
- Why was my line re-numbering not prioritised considering the error was on the part of BT?
- Where is my written apology for the dreadful service?
- Why does it take over an hour to speak to Customer Options?
- Why are customers dialing 150 and entering their phone number being directed to call centers which cannot see their details?
- Why was I given differing advice on the reasons for my various work orders failing?
- Why do advisors laugh at you when you ask them not to put you on mute (so they can carry on their conversation - sorry to interrupt!)?
- Why are managers always ‘in meetings’ when you want to speak to them?
- Why did it take about 16 hours on the phone to resolve this problem?
- Why was it that I had to constantly chase BT to sort this out and not the other way around?
- Why, when asked to monitor my account and update me on progress, did advisors refuse to do this?
- Why do your managers (when you get to speak with them) agree with me that the systems are useless?
- Why was I told I was being passed to a manager only to be put to the back of the customer services queue?
- How many departments and individuals did I speak to over the course of these problems?
Regards,
Kevin
Watch This Space!
Jan 24 2008 5:38PM
Comment Posted by BT Customer
Responce from BT:
Kevin
sorry to hear you are still having problems.
Can you email me the telephone number concerned and the full name and address on the account. I will get our High Level Complaints team to contact you directly and sort out any ongoing issues.
regards
Mike
Jan 24 2008 5:40PM
Comment Posted by BT Customer
Mail back to BT:
Mike,
Yes, it is:
Kevin *******
* ****** ****
******
********
**** ***
Regards,
Kevin
Nov 20 2009 11:27AM
Mar 23 2010 12:18PM
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