BT Complaints System - round in circles

[joannasa]

I've had to raise 2 complaints with BT recently (one with the increase of spam in my inbox and rules not working, the other with the fact that they tell me I am still under contract but cannot provide any proof that I agreed to this).

For example I just spent an hour on BT chat today re whether I was in contract or not as this does not show up on my bills.  After raising a complaint number for me as they say I am but can't provide proof that I agreed to this I receive an automatic text from them saying if I don't contact them in ten working days the complaint will be closed which means repeating the same process.

I tried the phone line but as it was quite late he told me to try tomorrow as he couldn't answer the question for me.

What's the point of having a complaint number raised if the only solution is that it will be closed automatically after ten days if they haven't heard from you again?

[gg30340]

To see your contract/package log onto your MyBT and go to Track your Order then View Order Summary then View Your Package Details.

[Ali_A]

Hi @joannasa 

Welcome to the EE Community .

Sorry to hear of the issues you've been having with your email and contract details. 

If you feel your complaint hasn't been resolved please give Customer Service a call back and they will continue working on the complaint for you. 
The case is recorded on your account, so it can be reopened and notes checked if the 10 days had just passed. 

Ali

[joannasa]

So I have to keep calling them until someone answers my question?  This really isn't professional.  On Friday I spent 90 minutes on the phone to them and the day before over an hour.  I just wish if a complaint has been logged it is the responsibity of BT to call the customer back rather than the customer having to keep calling and explaining the whole scenario again and again.  

Also I find it hard to believe you can't email in your issue.  The email address on your code of conduct is invalid and should be removed.

[joannasa]

So I have to keep calling them until someone answers my question? This really isn't professional. On Friday I spent 90 minutes on the phone to them and the day before over an hour. I just wish if a complaint has been logged it is the responsibity of BT to call the customer back rather than the customer having to keep calling and explaining the whole scenario again and again.

Also I find it hard to believe you can't email in your issue. The email address on your code of conduct is invalid and should be remov

[gg30340]

Did you check your contract as per the message I posted?