This topic

Appalling service and no redress

Gatebob55 — Sat, 21 Dec 2024 21:07:41 GMT

How on earth do I make a formal complaint? In October a telegraph pole was knocked down and I (amongst many other BT customers) had no land line or WiFi for nearly one month. I complained then about the poor communication and service from BT. This was back in October and normal service did not resume until November. BT apologised saying I would be compensated for each day the service was out. I still have had no credit added to account. My bill was wrong and I have asked BT to open another complaint. The person I spoke to Eli said he would but didn’t, the same as another operative previously said the calls logged to me would be removed from my bill - they were not. I think BT think I will just go away I won’t - I need to log another formal complaint before approaching the ombudsman. Please can someone help, direct me to get test another apology and to get redress. My contract expires in march next year - I can’t wait to get away from this dreadful company. Help??

Re: Appalling service and no redress

zulu17 — Sat, 21 Dec 2024 21:44:12 GMT

looking at

https://www.bt.com/help/account-and-billing/automatic-compensation

it says

We'll arrange your compensation as quickly as we can

If you want to query compensation for a delay in repairs when you had a total loss of service, please wait 30 full days from when the fault was fixed or the service became active
If you haven't heard from us after that, please give us a call on 0330 123 4150.

The complaints code of practice is

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Appalling service and no redress

Gatebob55 — Sat, 21 Dec 2024 22:11:17 GMT

It is already over 30 days - well over. I’m sorry to report I have phoned that number on numerous occasions - I have found that what they ‘assure’ they have done is simply not true. But thank you for you help - who ever this is from.