I wonder if a mod could help with a similar problem as I've been unable to get anywhere over the phone.
I'm a manager for my aunt's account so I have full access and she has now returned 2 BT Basic application forms in the enclosed envelopes since December but nothing has been heard back. She qualifies through receiving the guaranteed element of pension credit. After the first one BT advisors said nothing had been received and only after raising a complaint did they agree to send another form. Following the second one, I've not been able to find out what has happened at all so the orders just time out with form not received back.
I've made numerous calls and one advisor did admit that because of the large home working, a lot of the forms are just stacked up unopened and so the orders were timing out. However nobody can directly contact the BT Basic team and when they try to email they don't get a response back.
My aunt is in her 90s, in poor health and struggles to see forms clearly so just completing them requires assistance so I'd rather not have to do another (I have a copy of the first form submitted).
My last contact with BT was very poor. I wanted to raise another complaint to the advisor about how this was being handled but he refused and claimed what I had been told by other advisors was rubbish and the only course of action available was for him to yet again email the team and find out. As a compromise I accepted this if he agreed to call back at an agreed time. We agreed a date and time but as expected, I didn't receive any call back.
I realise this is a social tariff that BT would rather not offer hence making things as difficult as possible but given usage is likely to be higher amongst older people, this seems an appalling way to treat them. My aunt transferred to BT to take advantage of BT Basic and even had to pay £70 to transfer. This has been refunded but she still incurs higher costs that she should.
