Why have I not heard back about my complaint

[anniebeere57]

I sent an email sometime last week - complaining about my service  and I haven't had a reply yet!

[JohnC2]

Hi @anniebeere57 Sorry you have not heard back from the email you sent us. 

Did you receive a confirmation email giving you a reference number (please do not post the reference number). 

If you still have not had any contact please elaborate on the issue you are having and the community and Mods will be happy to help you.

Cheers
John

[anniebeere57]

I have had so much trouble with connection ect since change last december when i changedrom Virgin tyourselves (see notes) that I have been extremely with BT's service. I suggIsted that as compension I could take the current offer you have for new customers where you were upgrading  for £5 plus a one off £59.99 charge.  I suggested that I took the offer on without the one off payment £59.99

PLEASE REPLY URGENTLY!

[JohnC2]

Hi @anniebeere57 Sorry that you are not happy with the level of service since you moved over to us. 

The pricing of offers is a published price and cannot be removed or adjusted as we have to be consistent to all customers. Your complaint would be handled in line with our Complaints Handling Process.

Did you receive a complaint acknowledgement for the email you sent? If you have a reference I'm sure they will be in touch soon. 

Thanks
John