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NC3
Aspiring Contributor
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Message 1 of 9

Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Can anyone please help me with BT Family Sim overcharge since Dec 2019? I have an official complaint number, it’s also been escalated.
I just need a breakdown of all of my sims and charges on the family sim. However BT can not provide this to me. Their agent even advised me on the phone in December that the prices were wrong, but the software won’t allow him to do anything about it. This took an hour!
Poor service yet again. I don’t want a phone call just an email. Absolutely terrible that BT can’t get it right!
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8 REPLIES 8
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 3 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Hi @NC3 welcome to the community and thanks for posting, I'm really sorry your ongoing complaint with regards to your BT Mobile family sims has not been resolved.

We'll be happy to look at this if you send over your details, I'll send you a Private Message with details on how you can get in contact with the mod team.

Community ModeratorNeilO
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Moderator
Moderator
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Message 4 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Hi @NC3,

Thank you for sending in your details. I'm sorry there has been a delay in getting your complaint resolved. I've passed on your details to my colleagues in the Mobile team and I've asked them to investigate. I'll post back as soon as I have an update.

Thanks

PaddyB

Community ModeratorPaddyB
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NC3
Aspiring Contributor
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Message 5 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Thank you for keeping me updated.
How long will this take?
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Moderator
Moderator
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Message 6 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Hi @NC3,

I gave your mobile number a quick call, I'm sorry I didn't get speaking to you. I've had an update from my colleagues in the mobile team and they've confirmed that the issue has been fixed and the Family Sim discount is showing correctly again all of the sims.

All the charge will be correct on your next bill. I'll follow up with you no Monday to make sure all the charges are showing correctly.

Thanks

PaddyB

Community ModeratorPaddyB
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NC3
Aspiring Contributor
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Message 7 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Thank you. I am unable to take calls on this matter. Please as asked for so many times please can you send me an email confirming 1-5 users prices charged and discounts given each time. If this can’t be done why?
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Moderator
Moderator
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Message 8 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Hi @NC3,

Thank you for replying to my post. Please accept my apology for the delay in getting back to you. I've been out of the office for a few days. I've sent you an email confirming the cost of your Family Sim with the break down in cost for each sim.

Thanks

PaddyB

Community ModeratorPaddyB
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NC3
Aspiring Contributor
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Message 9 of 9

Re: Family Sim Complaint to BT-Ongoing since Dec 2019. No one will answer

Thank you I will reply to your email.
I am unable to agree with your figures.
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