Originally BT Consumer At the end of my tether with BT Business EE Back to BT Debacal

[david39ni]

I’ve got an ongoing dispute with BT. They keep charging my account even though I’ve already switched to Virgin Media. I escalated it up the chain after they moved my account from EE back to BT Business, then decided to slap me on a 24-month contract without so much as an e-signature. Every staff member I speak to can see there’s no signature on record, yet here we are.

Now, trying to sort this out with their call centre has been an experience. It’s like an endurance test in patience and translation. Either they don’t understand English, or they’re just incapable of helping. Honestly, do these call centres get paid on performance, or on how quickly they can drive you insane?

I even tried asking to be put through to the Glasgow office. I went so far as to sneak in through the sales line, thinking I’d found the secret back door. Nope. Every time I just end up speaking to someone who barely understands me, while I barely understand them. 

I swear I’d have more luck training a parrot to handle my account.

Just to be clear, I was originally a BT Home customer. They claimed I owed £60 for 30 days of usage and another £110 for 90 days of usage even though my ONT had been unplugged the entire time.

Please don’t tell me to call BT on 150 or any other number. That doesn’t help. What I need is an English-speaking human to call me. I have heard some people resorting to messaging the Manager Director of communications but does this work ?

[licquorice]

This is the residential forum, the business forum is here 

[david39ni]

Thanks just going slightly nuts as you can imagine.

[Quesada]

Have you tried rattling off an e-mail to the CEO: ********* It will be forwarded to the Executive Complaints department.

[mod edit: personal employee details removed from the community]

[iniltous]

What are you talking about , days of usage when the ONT is unplugged ? , you do realise you still pay for broadband service even if you chose not to use it by unplugging the  ONT  , router , or any other device , it’s not a pay as you use it service it’s a set  monthly fee , or are you saying these disputed charges are for phone calls and your claim is you couldn’t have made those calls because you disconnected your ONT , why you would do that seems odd and seems somewhat suspicious if someone said , I can’t have made those calls as the ONT was unplugged , why unplug the ONT ?

If your assertion is you quit BT for Virgin , and that’s why you disconnected your equipment, but BT claim that you didn’t quit at all , and therefore are billing you (and it’s your problem you were not using the service )

I suppose ultimately it will  come down to proof , you would need proof that you  quit on the day you said …..generally anyone migrating or quitting completely  will get a sorry to see you leave communication, did you get any ? , how did you quit directly by you calling , or by assuming Virgin using OTS we’re handling it , and how was confirmation of that provided ( email , letter etc ) ,

if you didn’t receive any communication regarding your cessation of BT services , why no suspicion that your instructions were not followed and why didn’t you chase it up .

As stated I don’t know if you did quit directly or using Virgin to serve your notice , and it was ignored or you thought you had quit but hadn’t , but if I were in that position and didn’t receive any communication regarding it I’d assume that my instructions were not followed and check 

As far as no signatures , no signatures for tele and online sales are needed , that’s across the board, if you are paying Virgin , you didn’t sign any documents with them either , yet presumably are comfortable with that …no signature is  an irrelevance 

[pippincp]

@iniltous does OTS work on a businness connection?

[iniltous]

Not sure where BT Business comes into it , the OP has an extensive posting history on this BT Consumer forum , including one where they received a SH2 for Digital Voice  , ‘threw it in the bin’ because they never requested a router (hard to argue they didn’t know what it was for ) and then was shocked that BT had the temerity to ask for it back or be charged ,  at that point they were a BT Consumer customer ,  even if OTS wasn’t involved in the switch to Virgin , a communication confirming the cessation would be expected , let alone a final invoice etc ….

Given the OP ‘attitude’ towards the new router they disposed of , I wouldn’t be surprised if the OP realised the BT service wasn’t ceased but considered it  ‘not my problem’ , until it was 

[garybs29]

TBH as well if they're acting the way they are in the OP too they're ptobably not giving anyone a chance to deal as 'the customer is always right" & can speak how they want ( yes, i noticed the casual racism)

[david39ni]

Really extensive post history when I lit posted this months from my last post nah their call center is not fit for purpose simple as that. Twice its been said no e signature was found for the contract after being brought back from ee. I never said once I thru any equipment in the bin.

[garybs29]

No, you didn't........

Bt Trying to charge £50 for equipment I never req... - BT Community