It is hard to know where to start with this write up, the issues with BT customer service started even before I signed up for my latest package (didn’t realize at the time of ordering it was an issue). So I’m going to start with my latest marathon phone call with BT customer service then lay out some stats for my experience.
A couple of things before I start; if you feel that there would be better emphasize with appropriate curse words, believe me I was using them, but I do not want to give BT any excuse to sensor this. Secondly, once I finally got a phone number of the technical call out service Qube here in the UK their service was very good and they did call me back when promised. Keeping in mind I had to contact them directly because BT’s TECHNICAL SERVICE IS INCOMPETENT.
So onto my latest marathon phone call with BT customer service which was just over 1 hour and 8 minutes, by no means the longest I have been on the phone at one time with BT. The reason I was calling was because I had been told previously that I needed to talk to billing to get a refund on one of my cancelled services. Which ended with me being transferred to the wrong department and then to be transferred to the right one just after their closing time.
So this time I went directly to the billing department to ensure that this refund was actually in hand, because if I have learned anything from this experience is that BT DOES NOT TELL THE TRUTH. However after sitting on hold I got through to billing, who in turn told me that it was the technical department that I needed for this. So once again after sitting on hold I got through to the technical department (who I have had the displeasure of chatting to multiple times already). Who following their usual useless mantra tried to get me to discuss the problem, so after having to tell them multiple times I have already gone through all of this before and just want to deal with the issue at hand. I was then transferred to the order department. Low and behold I was once again back on hold for at least 5 min, even though I had been promised it would only be 1 minute. After then talking to the agent in that department I was told that they do not deal with returns, that is the billing department, RIGHT BACK WHERE I STARTED. The agent then put me on hold while they tried to connect me with the billing department, but after waiting another 5 minutes then an additional few minutes discussing my options I had to leave because I was already late for an appointment. I wanted to make an official complaint but apparently since their department had already instigated the cancelation and the refund there was no grounds for them to start a complaint and I would have to do that with the billing department.
So in summary; dialled the number given for the billing department, enter in requested information, wait on hold, get through to billing, answer set questions regarding account, get told that they do not deal with that, get transferred, get put on hold, get through to technical, answer set questions regarding account, get the run around for a while, get transferred, get put on hold, get through to orders, answer set questions regarding account, get the run around, get told its billing that deals with that, attempt to transfer fails, gets additional run around, get told I can’t make a complaint, hang up, realize that after 1 hour and 8 minutes I had gotten nowhere BT DOES NOT VALUE THEIR CUSTOMERS TIME.
So now for some stats;
You might think I’m exaggerating these stats, but I forced myself to reign in my figures. I do have photos from my two of my phone calls, just those two are 2.5hours.
ps. Still not resolved
Solved! Go to Solution.
I'm afraid you have gone through the same nightmare that I have & countless
Others have with this company,
their incompetence is matched only by their downright lies
in my case. a rogue charge of £99 with no advanced warning of such a charge
followed by countless numbers of lies to cover up what amounts to theft from my bank account.
Still no solution !
Been on here complaining since last Friday!
NOTHING form the mods, (apart from censorship) obviously !
Only promises of all will be eventually sorted
meanwhile BT continue to issue threatening letters regarding extra charges/disconnection of service etc.
Don't expect to hear anything for at least a week !
Welcome to the community and thanks for posting!
Sorry for the problems you're having. I can help sort everything out from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Thanks very much,
It would be a great deal better if you did not constantly spend your time
informing people on these forums that their problems will be addressed
in 3 to 5 days.
Much better to tell them the truth that there is a minimum
wait of at least a calendar week & more
before a mod will address any of their concerns.
The mods that are employed on here appear to be far too busy scouring the forums
in order to censor people who are (rightly) highly critical of BT & it's modus operandi !
As you will already be well aware
the mods on here appear to do NOTHING but censor posts & topics critical of BT
My last topic specifically referred to the frankly "shambles" mess that BT made regarding my last bill
If only these same people put the same time & effort into resolving my problems with this company
I WOULDld NOT BE HERE "!!
You are aware that your "glorious leaders " at BT are threatening to disconnect my service ?
As well as impose late payment charges ?y
I have now wasted a full 8 days being fobbed off on this forum when i could & should
Have been filing two complaints (rogue charge £99) (billing no advanced notice) with
the communications ombudsman
Tomorrows response better be worth with waiting for
thus far it has been nothing but a complete waste of time
Does anyone know if I respond to the email they sent regarding this issue they will get it?
The have got a solution in order but I've now realized the pre-paid mailing bag they sent me is not big enough to fit the items going back.