Anyone can check out the mobile data usage on their phone, or indeed, usage of specific apps as well as phone utilisation stats for specific periods. I took verifiable screenshots of all this information from my phone but BT were not interested in considering this as evidence in my case. Sending a customer to a shop is a cop-out (in my opinion), fobbing you off, so that the call centre can maintain call handling targets.
The problem seems to stem from the assumption that people are being dishonest when reporting these issues (in my case, this is what irritated me most of all).
When I raised the problem with BT the agent refused to raise a technical case, his manager refused to accept an escalation and therefore the only options I had left were to accept the £100 overcharge or raise a complaint. My complaint was not totally resolved to my satisfaction but I did get most of the charges waived.
BT will have internal targets to deal with or resolve complaints and therefore the more people who complain about the same or similar issues the more likely it will be investigated. I would suggest that if they don’t want people to complain that they improve their customer service (ie listen to what their customers are saying and be fair, open and honest with them).
