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Message 1 of 3

Need to make Official Complaint

We've had a series of unfortunate a events happening which has left me exasperated with BT and their service.


First they erroneously deleted our “Unlimited Anytime Calling Plan” earlier this year which means we have about £500 of calls which we should pay.


I noticed the error last time the bill came, and called up. The representative admitted the error and said a reduction would be reflected in our next bill.


The next bill came, and low and behold! the error still remained - no “Unlimited Anytime Calling Plan” about £300 bill.


I called up BT and spoke to a chap in India. I explained and he insisted that I had cancelled the plan myself. I pressed him upon this saying I didn’t recall doing so, and he said “Yes you did! - you did it online on 25th May”.


He made me feel like I was being disingenuous, dishonest and was rather short with me - and that I should accept his findings. After 15 minutes of me asking for proof and for him to be 100% sure , which he said 

“Yes! -  YOU cancelled it, on 25th May”


I politely asked whether I speak to a manager, and he said “You can, but they’ll tell the same thing!”.


I decided I’d press this issue. I checked my email and Order confirmation from 25th May which showed me ADDING an feature, not deleting one.




A manager has since called me and accepted it was internal error. They will refund.


But why did I need to through so much aggravation and persistence to achieve the truth.

BT have made an error, they refuse to accept responsibility, and only after I prove their mistake, they accept it?


I’ve wasted so much time chasing this.



Furthermore, we have had extensive technical faults with our telephone and broadband line over the last few months.


Once with a fallen line coming up to our house, which meant our service was very patchy for 3 weeks. Then another fault where our telephone wouldn't ring.  I spoke at length on the phone to a representatives who told me “it was a fault with my equipment”.


But after much insistence from myself - I asked for an engineer.


It was made clear in a patronising tone that if the engineer came and found fault with our equipment we would be charged a £149 call-out fee.


So, the engineer came to our house, did much testing, and finally found there was a fault at the exchange


He apologised and the fault was it was mended. But it took a fair few precious hours of my time insisting that the fault wasn't with our equipment.


I work for home and I lost some business due to people not being able to contact me through a “silent phone”.


I really want to escalate this and would love a BT representative with proper authority to please look into this matter ASAP.






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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: Need to make Official Complaint

I have asked a moderator to provide assistance, they will post an invite on this thread. Please bear in mind if you are using your phone line for business, this is not permitted under the BT Residential T&Cs, and you cannot claim compensation for any loss.


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks








This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it





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Message 3 of 3

Re: Need to make Official Complaint

Hi CMarks,


I am sorry to hear about the problems you have had in getting your complaint resolved. I would like to help to put things right. Please can you send me in your details using the "Contact The Mods" link found in my profile?





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