How do I know if my complaint is logged?

[FreyaBentos]

Hi. I was sent a letter telling me that I had to convert to full fibre  and have both phone & broadband from BT or lose my phone service. I was offered a deal of Broadband for £25.99 and phone for £12 p.m.  When I called to accept, the salesperson said they had no knowledge of this deal and persuaded me that the lowest price per month on offer was £9 more. In fear of losing phone, I accepted under protest. Next day I called again to ask why package wasn't available as offered. The second person also said they had no knowledge of the written offer. I said I would cancel and start again, but they strongly advised me to wait until all the engineering  had taken place and then make the call to adjust.  Said they'd put a note on my account to say I was going to do this. Three months later (!) the conversion has been done.  As advised, I put in an email to the complaints dept stating my case. I am really quite hard of hearing and being on the phone is a penance, so I put it all in writing. This was a week ago. I've had no acknowledgement - and when I get up the complaint page, It tells me that I can track the complaint, but there is no link to do this.  How do I know if the complaint has been logged or not - or how it's doing?  

[FEDUP2016]

Hi 

I had a very similar issue to yours last December which was initially was NOT dealt with properly.  

I strongly recommend that you make a make a call to Customer Services and ask to go to Complaints and absolutely insist that  you speak to the duty manager.  0800 800 150

Actually I ended up with Exec Complaints and it turned out to be a very expensive settlement  for BT

I most strongly advise that the BT MODERATOR steps in to deal with this straightaway.

Do not accept the engineer since you will be forming a contract, and you have a statutory cooling off period to change your mind over anything.

When you are  in the right, politely stand your ground until you receive adequate recompense and matters are resolved to your satisfaction. 

I could dig out the papers to substantiate all of the above & the issue is recorded herein. 

[FreyaBentos]

Hi - and thanks very much for your reply. I have already had all the conversion work done, the engineer/s have been and gone - and, as advised, I waited until this was over before  writing in my complaint. So, perhaps I've been too trusting - and messed up!  The sales folk said they had no knowledge of the package offered - and the original letter was worded in such a way as to be quite ( in my opinion) intimidating.  However, the sales folk also said they couldn't offer what was not on their database to offer.  It was suggested that the databases might not have caught up with the posted letters. However that may be, either  the salesfolk were misinformed, or I was. Or both. Not blaming any individual - just intend to get the deal offered. I just don't know if my written complaint was ever received, or actioned, or what.  I don't know how long these things take on average. If I have to phone, of course, I will - I just dread it, that's all. But - though I'm quite old and rather deaf, I am still quite capable of digging my heels in. And there is always Ofcom. Thanks for your help - and for the number! Glad you got your own case resolved!  

[garybs29]

Am I reading this right? An offer wasn't accepted then when calling back on a live system it wasn't availablr, am i right? Hardly grounds for a major complaint, you refused an offer there is no entitlement to it at a later date