BT Ignoring Complaint

[OiverNO73]

I have been helping my elderly mother sort out telephone and internet bills and just found out they (BT) have been keeping her on business contract even after she asked to be taken off and put on residential after trying online chat and calling them she is quite tired of it all. I have escalated complaint on her behalf but nothing back, she has made it clear she is not business this is shameful profiteering at the cost of the elderly. Any advice would be welcome when contacting BT and asking to involve Ombudsman they told her she would just be sent back to them.

[imjolly]

I presume from what you have posted that your mother did intentionally have a business account but then decided for some reason that no longer need a business account and wanted to take out a residential account instead

i don't think you can just change from business to residential but need to terminate business and then start a new residential account. As you were trying to cancel business account did you phone BT business?

[OiverNO73]

No it was not intentional and it was made quite clear that she was no longer a business after days and numerous calls with BT she gave up they did, however, give her new number but on a new business account. I have seen recent online chat she is quite clear she would like help from BT to move from B to Residential but nothing forthcoming like what the charge would be etc she just wants to move on without having to spend hours on the phone going in circles. 

[NeilO]

Hi @OiverNO73 I'm really sorry this is not something the community will be able to assist your with, you're Mother will need to call BT Business on 0800 800 152 and ask to speak with the retentions team, they will make arrangements to close off the Business account and will then transfer her over to residential sales to set up that side of things. 

Thanks

Neil

[OiverNO73]

Your business team hung up on me and said it is the residential team kept wanting to send a pin number also to a mobile number that does not exist. I repeat your business team hung up after 30 minutes on a call

[imjolly]

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@OiverNO73 wrote:

I have been helping my elderly mother sort out telephone and internet bills and just found out they (BT) have been keeping her on business contract even after she asked to be taken off 

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can you clarify if your mother is still on a business contract with BT business?  if so has your mother phoned and cancelled business contract

only after that has been cancelled will she be able to start a new residential contract and obtain assistance from this residential forum

[OiverNO73]

She has tried to phone and cancel and then asked that the business unit spoke to me

I spoke to business unit they wanted to a send a pin to mobile that I stated had been out of use (for two years) seven times, after 30 minutes they told I had to contact residential to change over I stated I had been told by residential to contact them and then they asked for the pin to be sent to mobile again and told me to contact residential 

I then contacted residential who after one hour told me to contact the business, my purpose is to only get someone to move the phone number to residential but I can't have a pin sent to mobile that does exist and I cant keep getting bounced between two departments 

I have tried Twitter now see what happens

[imjolly]

from other posts what sounds like something simple - moving number from business to residential - is not due to the systems

I have asked forum mods to see if they can help or at least get you in contact with business person who can help

[OiverNO73]

Very kind of you thanks for any help

[NeilO]

@OiverNO73 I'm really sorry about the difficulties you've experienced when trying to transfer the line over to residential from business. When you were speaking to the business team did they say they would be posting out a password as the pin could not be texted? This is a security check to ensure that we're protecting our customer's data.

I'll send you a private message in a moment so you can get in touch. The moderation team can not access the business account but we may be able to get your details over to the business team.

Thanks

Neil