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Message 1 of 2

Appalling customer service on 'Help' Line

After 18 months of trying to solve a billing issue (over-charging), I am at the end of my resources and knowledge of what to do.

Since May 2010, BT have been charging us £2.70 to use a caller ID 'package' that they said I phoned to request. I didn't request it. I didn't notice this on the bill until April 2011 (I only check the first page - which only ever states, "You don't need to do anything" - unless I know our package has changed or something similar). In April 2011, I tried 3 times to resolve this (including trying to cancel the package). We never use our landline so I know 100% I never requested for a service because we just don't ever use it (except to phone BT!).

I never got past the first service person, who claimed I would be phoned in 20 minutes. Nobody did. This happened a second time, then the third time in April, the agent hung up. This was after a hold time of 28 minutes.

Now we've moved house, I phoned to sort it properly in September. I was put on hold, which lasted 12 minutes the first time, then when I called back again, it lasted (no joke!!!) 1 HOUR 45 MINUTES with no pick up at the other side (I hung up after 1 hour 45 minutes and 19 seconds. I think this can be classed as a reasonable attempt to contact BT..).

Meanwhile, my husband phoned via his mobile and took every name of people he spoke to and wrote down what he said. He was hung up on by a supervisor when he asked him his name. He called back and reached a fantastic (so we thought!) woman who promised a call back on 28th September after an investigation was carried out into the problem, including listening to calls made at this time. We were confident, she even told us the times she would be in work.

She never called.

He phoned again today (attempt number 8), was told this woman wasn't available, were told no evidence was available to suggest I called, he was told we should have tried to sort it out earlier (we did...7 times prior!!), then when reaching a husband asked his name, and the supervisor hung up.

We are sick of trying to solve this issue - apparently BT have low customer service complaints...Probably because people get fed up of trying to get through. Apparently the average call hold time is 5 minutes. Interestingly enough, I have never experienced less than 12 minutes.

Clearly, phoning BT doesn't work - ironic, being a telecommunications company. In addition, any other contact method seems fantasy!

Does anybody have an email address or SOME METHOD to put our complaint (with names and times spoken to) in writing?

This has been a long and lengthy battle to even reach someone who is competent at their job, let alone find a solution to the problem. With such a complicated web to tangle through to get to someone, I'm surprised anyone with lower qualifications than a PHD can fathom out how to complain.

Any advice is gratefully received.

Thank you 🙂
Distinguished Sage
Message 2 of 2

Re: Appalling customer service on 'Help' Line


I am sorry to see you are having problems with your BT Service

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

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