Hi BT team,
We have been communicating with BT from billing to sales team concerning the recent bill for a while and until now is still hanging on. We have communicated through emails, online Bt chat, and via phone calls and every time we are being asked about the same thing over and over, even though a decision was taken on Wednesday 10 September 2025 by a BT guide to waive off the bill amounting to almost £400. It’s greatly concerning that there haven’t been an appropriate follow through on communications with BT, even when we mention the case references each time we contact BT. We are always been asked by BT guides for proof of information/communication, however when we ask BT for records they can’t find the records or they aren’t noted on their system. We’re told it’s our responsibility to provide the evidence of the phone calls but when talking to some BT guides they say they don’t want to be recorded for their own safety. However when we use the online chat we’re asked by the BT guides to call the Sales/Values team a because they only deal with phone calls. During the chats, the Billing teams guides we spoke says they can’t find any records of our last call in which it was decided that the fee was waived. Today we have been talking to 3 BT guides including aBT Manager but the communication was cut off, and we find ourselves worn out having to repeat and go over this issue again.
Please this is really stressing for anybody in our situation. We have been with BT for more than 4 years and to get this treatment is really depressing. We only wanted to switch to a different provider because they also offered TV service for the same price.
We were not moving because we didn’t have good broadband service from BT. Plus Sky gets their broadband service from BT. The entire process has left as greatly affected and lost of words.
I hope someone from BT can find our phone conversation records on Wednesday 10 Sept 25 and update the records accordingly on this account.
We hope for a resolution soon.
