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pauly1066
Aspiring Contributor
1,564 Views
Message 1 of 13

Billing Problem

I don't know where to start with this. The last couple of months have reinforced my opinion that BT have simply the worst customer service I have ever experienced.

On March 22nd this year I cancelled my BT broadband and phone service and moved over to Orange. I was given my mac code over the phone after putting pressure on the person I spoke with to tell me. On April 3rd approx I unplugged my BT router and installed my Orange equipment and should no longer have been a BT customer. In May BT took £78.65 out of my account without my permission. When I asked why they did this they told me it was for "future billing". Basically they were charging this amount after looking at my previous usage and estimating what my future usage would be.

My bank, Barclays refunded this money to me after I told them that BT had take this money without my consent. On May 21st I called BT and spoke with a lady called Jade in Newport South Wales. I explained to her the issue and she apologised blaming the problem on the cancellation department not closing my account properly. She then told me that the final bill I would receive from BT would be for my usage between 22nd March and 3rd April when I stopped using BT. My contract with them was up in March so there would be no additional penalties. I assumed the matter was resolved until I received another bill from BT dated June 25th asking me to pay £82.97 immediately or risk dept collectors coming to my home. Since then I have called numerous times to try and resolve this problem and I am truly astonished at how uttelry incompetent every single person I have spoken with so far is. Below is a breadown of the history

 

On 09/07/12 i spoke with a lady called Preethi in Banaglore. She explained to me that she would email Jade and ask her to contact me. 

The same day I called again to speak with someone else and it turns out that Preethi did not do this. I then spoke with a lady called Sheela in the Philippines office and asked her to do the same. I also asked her to email me to keep me updated about the progress. Neither of these things have happened. No email and no call from Jade.

Today (13/07/12) I have spoken with 5 different people. 4 in India and one in Doncaster.

 

I spoke with a manager in Bangalore called Ranga. He cut me off mid-call so I had to call back again. (I have been cut off on 4 previous occasions!)

When I called back I spoke with a lady called Nicole, also in Bangalore. She promissed me that she would transfer me back to the office where Ranga worked so I could speak with him again. Instead she transfered me to Nathan who works in Doncaster. After speaking with Nathan for 15 minutes he told me that he was not the person that I should have been transfered to. He then transfered me back to Bangalore where I spoke with David. He then promissed me that he would get Ranga to call me back in 15 minutes. I received no call. Between these people I spoke with various other individuals none of whom have been able to help me at all and simply transfer me somewhere else

 

So far I must have spoken with at least 20 different people and no-one has been able to resolve my problem. The excuse I was given was that the reason I continued to be billed was because I "did not ask for my mac code!!" despite the fact that I was given this over the phone on March 22nd as I said previously. 

 

The interesting point is that I have recorded several of my last calls to BT and I will use this when I complain to ofcom on Monday morning. I will also send copies of the recordings and a copy of this message to all national consumer groups and newspapers on Monday morning. I will also send a paper copy to BT senior management.

 

I cannot understand how a company who deal with communications can fail so badly at communicating with each other and with their customers.

 

I expect this bill to be completely removed from my now closed account and substantial compensation provided for the hours I have spent dealing with THEIR mistake

 

I hope they deal with my problem asap but doubt in somehow

 

Paul Williamson

 

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12 REPLIES 12
john46
Distinguished Sage
1,560 Views
Message 2 of 13

Re: Billing Problem

hi will you please edit out your account number as this is a public forum

 

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

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pauly1066
Aspiring Contributor
1,553 Views
Message 3 of 13

Re: Billing Problem

Ok thanks John

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jac_95
Guru
Guru
1,548 Views
Message 4 of 13

Re: Billing Problem

Hi,

 

 Sorry to hear that your having trouble.

 

You can try live chat: Live Chat 

 

They should be able to help you and if not then you can contact the forum moderators who are a BT UK Based Specialist Team.

 

Hope that will help,

 

Cheers,

James


jac_95 | BT.com Help Site | BT Service Status
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pauly1066
Aspiring Contributor
1,537 Views
Message 5 of 13

Re: Billing Problem

Thanks James.

 

Initially I tried this and and they called me a few times after sending instant messages back and forth. In fact I should include this in my message. This issue has honestly been going on for so long that I am sick of talking with any of them. I feel powerless to resolve this hence my intentions to try and escalate this to the highest possible levels. I am just shocked at the lack of professionalim I have witnessed and the complete disregard for the problem. You could kind of expect it from a small company but BT arn't a small company. They are failing at their duties and messing with peoples lives. 

 

Regards

Paul

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,525 Views
Message 6 of 13

Re: Billing Problem

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

They can be contacted using this link BT Care Team

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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jac_95
Guru
Guru
1,524 Views
Message 7 of 13

Re: Billing Problem

You can contact the mods by clicking here: https://bt.custhelp.com/app/contact_email/c/4951

 

It can take upto 3 working days to get a reply.

 

James


jac_95 | BT.com Help Site | BT Service Status
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DavidM
Moderator
Moderator
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Message 8 of 13

Re: Billing Problem

Hi Paul,

Welcome to the forum and thanks for posting. I’m sorry you’re having problems getting the account sorted. I’ll look into it for you if you wish. Drop me an email with the details. Keith_Beddoe and jac_95 have posted the link (thanks guys). Once we have the details we can take it from there.

Cheers

David
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pauly1066
Aspiring Contributor
1,497 Views
Message 9 of 13

Re: Billing Problem

Hi David

 

Thanks for your response. I will email you shortly. I received a call from a manager called Jeet this morning. He explained some of the reasons why this has happened. £30 of the bill was supposed to be for charges surrounding the handing over of the mac code. He told me that these charges would be removed from my bill bringing the total down to around £50. I would like to know how this is in any way compenastion for what BT have put me through?? That £30 cost has nothing to do with me and materialised due to mistakes between BT and Orange. At no time should I have been charged for the mac code. The fact remains that BT are still demanding money from me that I do not owe. Jeet told me this morning that the remaining balance on this bill was for usage in March yet the paper bill I have says the charges were for the period of April until June. As I stopped using my BT service on April 3rd I cannot beleive anything that I am told as accounts vary from every person I have spoke to. It is honestly the biggest mess up in customer service I have ever expereinced and a shameful display of the incompetence of BT's call centre staff.

 

Thanks

Paul

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pauly1066
Aspiring Contributor
1,462 Views
Message 10 of 13

Re: Billing Problem

Jeet told me on Saturday that he would get a manager to call me today. Surprise surprise NO CALL!! This farce continues and today BT sent me my final notice to pay! So tired of this now. Today I emailed copies of the recordings to BBC Watchdog and posted copies to several Newspapers. Does anyone know anything else I can do here as so far no-one at BT has dealt with the problem properly. Tomorrow I will make a formal complaint to ofcom.

Thanks all

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