This topic

Ongoing Complaint

HelenC1955 — Fri, 09 Oct 2020 11:00:51 GMT

I have had a problem with my phone package and bt tv for a month now. I have contacted the Chief Executive office and have been passed to consumer relations. It is still not sorted. Consumer Relations do not have a phone number even the BT switchboard do not have a phone number for them. They do not respond to emails asking them to call me I am at a loss as to how to proceed. Any advice please

Re: Ongoing Complaint

imjolly — Fri, 09 Oct 2020 11:04:41 GMT

as you have already contacted the CEO then that office is dealing with your problems and you need get back in touch with customer relations or failing that email CEO again

Re: Ongoing Complaint

HelenC1955 — Fri, 09 Oct 2020 11:09:45 GMT

Re: Ongoing Complaint

HelenC1955 — Fri, 09 Oct 2020 11:10:40 GMT

I have emailed but not had a reply and oddly they don’t have a contact phone number

Re: Ongoing Complaint

-Richie- — Fri, 09 Oct 2020 11:19:55 GMT

@HelenC1955wrote:
I have emailed but not had a reply and oddly they don’t have a contact phone number

Have BT contacted you after emailing Philip Jansen ? once it's picked up, a case handler will get in touch, if nobody has contacted you yet, it might not of been picked up yet, give it a few days and someone will contact you.

Re: Ongoing Complaint

HelenC1955 — Fri, 09 Oct 2020 11:40:50 GMT

I have been contacted they closed the complaint before it was resolved and I still have the problem. They do not respond to emails

Re: Ongoing Complaint

-Richie- — Fri, 09 Oct 2020 11:50:54 GMT

If it was closed, does that mean it was resolved or was it closed because nobody could contact you ?
Try calling the BTTV help team, see if they can pick up from where the previous advisor left off, if not then ask them to contact the previous advisor, anyone who enters your account leaves a footprint, employees can see who it was and send them an email.

Re: Ongoing Complaint

HelenC1955 — Fri, 09 Oct 2020 12:16:26 GMT

They closed it as they assumed they’d sorted it but they hadn’t. Maybe I’ll give BT tv a try. Thanks

Re: Ongoing Complaint

cerveram — Fri, 12 Nov 2021 09:18:31 GMT

Hi @HelenC1955

I know that this was a while ago, but I am having the same problem with the Consumer Resolutions Team and wondered if you got this resolved?

Re: Ongoing Complaint

PaddyB — Fri, 12 Nov 2021 11:14:34 GMT

Hi @cerveram,

Thank you for posting and welcome to the Community.

I'm sorry if your complaint hasn't been resolved. If you give us a few details about the complaint, the Community might be able to help?

Thanks,

Paddy