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malKwhyte
Beginner
894 Views
Message 1 of 7

Appalling level of customer service from BT

Would I recommend BT to friends or colleagues? Based on customer service received in the past 2 weeks NO absolutely NOT!

 

About 2 weeks ago I thought about moving my sims away from BT. (I had found another deal at a better price) I used BT live chat with the customer options team to discuss my options. It came to light I could NOT get my PAC codes unless I paid an early exit fee! I was stumped with this as I was not in contract and disputed this but due to a system issue I had no choice. They sent an internal request for the Data Integrity issue to be fixed and assured me this would take 5 days. (to date as I am writing, I am still waiting for an update on that issue. 2 weeks and counting)

 

In the meantime, having received the sim from the other network I decided that I didn’t like the data service provided by them and looking at my options I decided to move to the Family Sim with BT. That’s when the problems really started.

 

I asked for 2 existing sims to be moved and 1 new sim to be added. 3 sims on the 3GB Data with Unlimited calls and Unlimited SMS package.  At this stage 1 SIM moved over ok and the other sim was stuck in the order process. It would need manual moving by a specialist team. I was assured this would be dealt with and again quoted the usual 5 days.

 

In the meantime I couldn’t see my other sims via the mobile app. It simply wouldn’t accept my BTID saying that this ID was not one used to register with BT even though I am the account holder and do pay the bill. I had to contact support over and over again and tried my best to explain the issue several times to many different people.  Also, I couldn’t see my own mobile account online. The billing was wrong and I faced being over charged for extra data I didn’t need nor want and had asked to be removed.

 

One of my sims had become stuck in the order process and couldn’t do anything to fix it. I went back online via live chat and spoke to various different agents over the space of 7 days. During this time, I was fobbed off many times by various different departments. Nothing ever appeared to be getting fixed. Pulling the hair out of my head they eventually opened a complaint. I didn’t ask to open a complaint. I just wanted for the technical issues to be fixed. Eventually after about 10 days I get a call (the one and only call received in 14 days) How disappointing that call was. The person I spoke to had one thing on his mind, he asked me several times if he could close the complaint? I explained that I had never intended to open a complaint and only ever wished for the issues to be fixed. He said he could only deal with the 1 issue relating to the open order now stuck on the system for over a week. I agreed to close the complaint because he told me it was being dealt with and that it would be sorted soon. After coming off the call I found that all my other issues were still ongoing and had not been resolved. Being frustrated that no one from BT could be bothered to contact me either via email, sms or landline (all of which they have on their system) to discuss my other technical issues I went back online via live chat. Desporate disaster. I have pretty much been fobbed off again and again.Here we are over 14 days later and how many times have BT been in touch with me during that time? Once! 1 time only and that was to close a complaint that I never asked for?

 

I am absolutely 100% annoyed and disgusted with the way I have treated by BT. My order is still stuck in the system and after chasing chasing chasing BT no one has ever bothered so much as an email, sms or bother to call me on either of the mobile phones or landline to offer any sort of support or reassurance that my issue will be fixed. Even after speaking to the customer options team and getting assurances yesterday that the problem was with a higher level of support and they would fix the issue here I am still sitting here writing this waiting and hoping they will eventually sort the problem.

 

Billing! Because the order is stuck and because I can’t remove 2 data packages that should not be on my account I will be overcharged this month and being over charged on my next bill I was asking for the bill to be put on hold for 2 weeks I was told NO we can’t do that. I was told You will need to pay the bill and will be refunded in due course. And that’s after speaking to BT Billing! That’s just NOT acceptable BT.

I have been treated so badly and can’t hold back anymore. I had to write this to make me feel better.

 

And I’m still waiting for the fix. 5 days? More like a fortnight plus.

 

NO one ever takes ownership, no one ever calls, txts or emails. I have been left high and dry and no one really cares. My order is still stuck and i fully expect that to stay that way unless the power of this forum can force them to fix it.

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6 REPLIES 6
RubyM
Aspiring Contributor
867 Views
Message 2 of 7

Re: Appalling level of customer service from BT

Hi Malk, that's really not good service at all. Have you rang 0800800150 to raise a complaint. I would suggest that you try this or contact one if the forum moderators to flag this up for you.

There can be issues like this but they should not be having the above impact on you.

I do know that if you call and ask to raise a complaint it would be handled accordingly for you though.

Apologies if you have called and it's not resolved. If this is case I'd strongly advise you to complain via email at director level to get through to high level complaints.

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malKwhyte
Beginner
851 Views
Message 3 of 7

Re: Appalling level of customer service from BT

 Thanks for the reply and your kind advice.

 

I had a call this afternoon and again been told that the team are dealing with the order which is stuck. This call was a lot different from the 1 and only call I have received in 14 days as the chap was very friendly and understanding and didn’t pressure me to close any outstanding complaints. He has assured me they are dealing with the issue and it should be resolved by the end of the day today. (Sat 8th July).

Initially, I hadn’t asked for a complaint to be open however have had to do that now as a last resort.

 

I’m not happy but will accept that I have no choice other than to wait until the order issue has been resolved. Why or how this has taken so long to close I might never actually know.

 

One thing is for sure I no longer trust Live Chat to get the job done. I will be calling from now on.

 

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RubyM
Aspiring Contributor
844 Views
Message 4 of 7

Re: Appalling level of customer service from BT

I honestly don't know re live chat. But I do know that any clear expression of dissatisfaction and BT will open a complaint without you asking.

I've had prior experience to stack orders and currently have one myself stopping me from regrading to family sim.

Leave the complaint open if it's not resolved when you get your call back ask to escalate. Just stick with it now you've got a voice and I'm sure it will get resolved. Sometimes you just need to thrash it out in a conversation xx
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malKwhyte
Beginner
803 Views
Message 5 of 7

Re: Appalling level of customer service from BT

**Update** well actually there is no update! Except that yesterday has now come and gone and still no contact or fix from BT to resolve my order issue.

 

Oddly they did send the following SMS to my mobile “Hello BT here, Just so you know we will be calling you within the next few minutes from an 0800 number to discuss your order. We look forward to speaking with you soon. Thanks for choosing BT.” Well guess what? Yep, NO CALL!

 

And as yet still no fix and again failed to live up to their promise. 5 day fix?

 

Also, the kind man who called yesterday to say he would be taking ownership and would be keeping me up to date! well he didn't call either.

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malKwhyte
Beginner
793 Views
Message 6 of 7

Re: Appalling level of customer service from BT

**UPDATE**

The order is now unstuck and I have placed a new order for the SIM to be moved to the family SIM. Delighted. Now just need to move my old data no longer required off my account to save some money. Can I find anywhere to do this online. NO! Here we go again. Now need to call to get BT to move this off my account. Wish me luck.
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RubyM
Aspiring Contributor
749 Views
Message 7 of 7

Re: Appalling level of customer service from BT

Hi Malk. Glad you placed your order now. You can only place one order at a time with BT. I'm stuck at moment waiting for mine to clear to move to family sim ATM.

What do you mean by old data removal?
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