Automatic compensation not paid out

[Anemone]

My broadband went out on 7th July and, although an engineer visited and reconnected me within a day or so, the broadband went down again a couple of days later and remained down for nearly two weeks. It took the last of five engineers to tell me that my data cable was disconnected at the external exchange/hub (sorry, not sure of the technical terms) and it was finally restored. During this time my fault was repeatedly closed as fixed and I had to ring up almost daily to reopen the case, but as far as  I am concerned it was one continuous outage. 

I waited the requisite 30 days for automatic compensation to be credited to my account but it wasn’t. I have now spoken to two customer service agents in the last two weeks who have both falsely told me that compensation will be applied to my account. I feel like my complaint is not being correctly investigated and that compensation I am entitled to is being withheld.

I have called, used the text chat and emailed customer service/complaints and I have no confidence that anyone will resolve my complaint.

any thoughts on next steps

thanks 

[gg30340 · Accepted solution]

Raise a formal complaint or email the BT CEO whose email address you will find with an Internet search and list exactly what has happened. The CEO will not deal with it but her Executive Team will deal with it and inform you of the result.

[shakey1981]

i maybe wrong but dosent this go directly on your bill as a credit ?

[gg30340]

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@shakey1981wrote:

i maybe wrong but dosent this go directly on your bill as a credit ?

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Yes that is correct which is why the OP no doubt said "I waited the requisite 30 days for automatic compensation to be credited to my account but it wasn’t".

[Anemone]

Thank you. I found the email address and sent my complaint and I have now been credited with the compensation

It’s a shame that it took this step but it is helpful to know how to escalate 

thank you for 

[Anemone]

Yes, it should have done but I think the fault repeatedly being closed even though it wasn’t resolved was the issue.  Despite clarifying this with the agents I ended up having to email the CEO to get the attention of the executive complaints team, who sorted out my compensation 

[Leanne_T]

Hi @Anemone 

Thank you for coming back and letting us know our executive team have helped you get this sorted. 

Leanne.