My 99yr old father has been a loyal customer of BT for so long as I can remember. He uses broadband solely to talk to his other son in Australia. He has advanced dementia and 3 carers. In spite of all this information being provided at the outset of a complaint and at least 5 times during it BT have ignored his needs. They have persistently harassed him to close the complaint in spite of being told to desist - they have haressed me to close the complaint, my wife and all 3 carers have been rudely pressured to close the complaint. We only know they were phoning Cyril because myself, and 3 other people have intercepted these nasty calls on his phone but all of us know that they have failed to get his fault repaired.
They have failed to pass on the vital information that he needs a carer with him for engineers visits - engineers say 'no one told us' - and they now refuse to compensate him for this dreadful service. Just to put this in perspective Cyril has been totally without Broadband and unable to see his son on video call for over 15 months!
There have been no less than 6 BT engineer call outs and 3 independent engineer visits to verify that it was a solely BT problem (BT said it wasn't them but Cyril's alarm system) and not an internal wiring issue; that's just on this one problem. During the course of this complaint BT staff have been arrogant and insulting to the carers and they have lied. It was only when the carers pointed out that a so called repair 28 July had cut off his phones and his alarm lifeline and that if something happened to him BT would be made responsible that they finally sent an engineer, 3 days ago, who fixed the problem (touch wood). Well done Peter.
I have given BT customer correspondance full opportunity to do right by my father ( I have told them, he is a hero of the battle for Normandy - but they don't know what that means) and they are still arrogant and dismissive. I am going to take them to the ombudsman and I am going to get this story out on social media and everywhere I can.
Hi @MrTiredout I'm sorry that this complaint has not been handled professionally and that the carers have been insulted as I appreciate the valuable job these people carry out.
We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
Thank you for your response and action and I will indeed contact the moderator once I have the futher information I have requested from customer-communication and directly from Open Reach.(neither are being co operative at this time).
There are things I need to find out though and perhaps you or anyone viewing this might direct me?
Not sure if this was the best board to put this on ... do you know if there is a more appropriate one - re complaints?
What can I expect of a 'moderator' ... are they simply customer services in another guise or is there an independent element?
I am handling my complaint via a person on customer-communication email. Is there a better BT complaints email contact/department - they have not provided this requested info - or is that it?
I am told that my complaint 'has moved up - to a higher level' but what does that mean? And that my complaint is now directed for 'case management' but I am not told what that means either - I certainly get the feeling that this should be handled at a higher level than the person replying to my emails. This same person is responsible for some of the actions I am complaining about so is hardly going to resolve them.
As you can see I am determined to get proper treatment for my father and due recompense but wish to exhaust all possibilities with BT before involving 3rd parties.
Thanks for your help
Have a look through the threads on this forum to see the success rate of the moderators
In all honesty, if it was my dad and he had been without broadband for 15 months (!) I'd be grabbing at such a lifeline. I completely get the problems you have had with BT but surely it's worth a shot - as quickly as possible
Thank you for your response JohnC2. I can't actually see the 'contact the moderator' button but I did 'add you as a friend'. I'm not sure how much detail you need re my details but can send what you need if you contact me again... presumably not on the message board. I'm requesting more information from customer services and open reach re. the activity on this complaint and won't be fully and finally responding to them until I have it.(I have requested from 'customer correspondence' that they send recordings of certain phone calls - as there is a disagreement about what was said - but they won't).
Thanks to everyone who has posted advice (and as you can see I am following it).
Thanks for your interest Niel'O. I am emailing you and this is what I am putting:
Firstly, I prefer email as am deaf. My understanding is that I am contacting a moderator - a BT empoyee - directly, Neil O, and he will be able to see my concerns in the post. I see that he/you have been helpful to people in solving technical issues but maybe conflict resolution is not your field.
My father's broadband is hopefully repaired after over 15 months of BT not repairing it - after 6 failed attempts. So at this point I do not seek a tech fix.The usage figures alone show this fault to be chronic but BT clearly hold the details of this complaint going way back (prob. 18mnths) and can see the Herculean efforts we have made to try to resolve it - including the basic live checks at the outset and installing a replacement hub, bringing in 3rd party engineers and sending their reports to BT, at least 30 phone calls and a war and peace of emails etc . Many affronts have been suffered, at the hands of BT callers pressuring to close an unresolved complaint, by a number of people during this long complaint - not least by my father but also his carers and my wife - esp. during phone calls by BT but also arrogant refusal to accommodate my fathers disability needs - and we wish them corrected by payment of compensation. We especially wish the direct abuse of my father to be factored in. I have detailed these in many emails to customer correspondence. The complaint is currently, as far as I can tell (I have requested the evidence), being handled by a person who has contributed to these affronts - verbally abused the carers - and so is not being dealt with fairly. In view of this persons refusal to provide the information I need, to detail the complaint for the ombudsman, I have been obliged to request details about engineer visits and arrangements made with them about my fathers special needs directly from Open Reach (Re: SI: Case Reference : C2672714 for Customer). They, OR, are at this point also refusing to provide this information (nod to John46) but I have asked again today and have requested a copy of the 'agreement' they have with BT (which it is claimed prohibits this data provision) The complaint to BT is only going to escalate unless BT properly recognizes the way in which they have badly misstreated their disabled, mentally ill and deaf customer. (The people viewing and supporting this complaint is growing rapidly by the day). So far a I can judge that is only going to happen - recognition - when it is dealt with by a responsible person charged with and experienced in complaints handling. If you want specifics of this complaint I can provide them in a later private email but in some cases cannot provide them until I receive the information I have requested (vicious circle). Possibly, you can read the back emails yourself, if you have a spare couple of weeks. In the interests of openness, and not knowing any better, I will post this.