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On hold for over an hour.. So far

happyguts — Thu, 06 Feb 2025 09:54:32 GMT

Currently on hold for 1hr 12mins, last person I spoke to was Harry who seems a nice cap but that was nearly 30mins ago.... Does the system or Harry forgets you... Never had this long a wait before

This is the cancellation department, cancelled the account early January and they've acknowledged it should of been cancelled but can't see why... Now on hold for 1hr 15mins... If I put the phone down I'll have three departments to go through before I get to this again

Re: On hold for over an hour.. So far

Michael_D — Fri, 07 Feb 2025 08:17:04 GMT

Hi @happyguts

Welcome to the community.

I am sorry to hear that you have been left waiting for so long.

Did you manage to get this resolved in the end?

Michael

Re: On hold for over an hour.. So far

happyguts — Fri, 07 Feb 2025 11:36:29 GMT

I was cut off at approximately 1hr 18mins, rang straight back fuming, but didn't vent off to the call handlers (don't know how) after only 15 Mins this time I got my query dealt... Should be a call back today about this problem at 11am but all an hour... 11.36 and no call (but at least I'm not on hold)

Re: On hold for over an hour.. So far

Michael_D — Fri, 07 Feb 2025 11:59:47 GMT

Thanks for the update @happyguts

I'm glad you managed to get further on the second attempt, but I can totally understand the frustration at being kept waiting so long on the first call.

Please keep me posted with how it goes when you have had a call back.

Michael

Re: On hold for over an hour.. So far

happyguts — Fri, 07 Feb 2025 12:16:56 GMT

Guess what.. Scheduled call back at 11am, allow up to 1hr for call back.... So now 12.14pm... No call back, going to have to go through the process again as I need this problem sorted today, not a big problem, just a cancellation as I'm away tomorrow and will keep getting unnecessary bills ( seems like a sales ploy by bt sometimes)

Re: On hold for over an hour.. So far

Michael_D — Fri, 07 Feb 2025 13:45:21 GMT

I really do apologise that you've not had the call back as promised, and that you are having to call again @happyguts.

Have you been able to speak to the team again to get this resolved before you go away?

Michael

Re: On hold for over an hour.. So far

happyguts — Fri, 07 Feb 2025 13:53:32 GMT

I did, 33 minutes today, a total of 2hrs over 2days for what should of been a simple mobile cancellation.. This is after a one hour chat at the start of January when this process started... We'll see if the cancellation comes through this time

Re: On hold for over an hour.. So far

Michael_D — Fri, 07 Feb 2025 14:11:06 GMT

I'm glad to hear it is sorted for you now @happyguts. It certainly shouldn't have taken so much time.

I hope you have a lovely time away.

Michael