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Message 1 of 6

Re: how to make a formal complaint

Can anyone help me make a complaint to BT at the HIGHEST level please?  As using the 0800 number is wasting my life on hold for people who cannot solve the problem.

 

I have had my order cancelled 4 times  by their office for no reason, had my home move order cancelled, and reset for a different date with 48 hours notice, which was handy as i had booked the day off and lost a days wages in doing so.

 

Also i have spoken to their useless 0800 number on 4 occasions and still no joy in getting a simple home move to work.

 

I put in the request on the 25th Feb, THEY cancelled it on 27th but didn't tell me.  Luckily i spent 1 1/2 on the phone and managed to get through to spome one to check on the order and found it had been cancelled.  They re-instated it there and then................................only for some other dept to cancwel it AGAIN!!  this time i thought everything was good as i had spoken to them, but they failed AGAIN to tell me they had cancelled it (Not bad for a company that says "making communcation better").  Then i received an text confirming that the home move was on but for a different day.  After spending more than 1 hour trying to get though to someone, i FINALLY DID!!!  HALLELUYAH SOMEONE WORKS THERE!!!  

 

They explained someone had cancelled it again, and afterlooking into it, found no reason why!?!?!  so we agredd on the new date.  14th March!!  Now 3 weeks with no service!!!!!!!!!!

 

14th March arrives and guess what.......................No home move order, no service and NO CONTACT TO TELL ME!!!!  so i had spent ANOTHER day off work for no reason!!!!!!!!!!!  So i contactede BT AGAIN!!!!!  and spent an hour getting through to someone to find out someone had cancelled the order AGAIN!!!!!  1 helpful person who saw that i have had a terrible time with BT and said that he would put me on to the homemove team and they would fast-track my order, AND someone from the specialist team would contact me and they would be the point of contact for fixing what has been 100% failure by BT.

 

So i was put through to the homemove team, and told them the same story AGAIN!!!  they said that the original order was wrong as an engineer was needed and that they would not process this unless i paid £140

oh and woudl i like to set up a direct debit for the account that you are not receiving the service, nor are they willing to give me service unless i pay!!!  The original order was accepted fine, and the subsequent 3 people i spoke to never mentioned it, but this 1 lady said that was it, pay or NOTHIN!!  but you still pay as if it was working!!   This is now not on order, i still have no service and no date that it will be done, but they still want my money!!!!

 

Someone PLEASE tell me the email of the CEO so i can forward my complaint.

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: how to make a formal complaint

@StuartArcher

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
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Message 3 of 6

Re: how to make a formal complaint

Hi @StuartArcher,

 

welcome to the community forum. I'm sorry to hear about the problems you have had with your order. I'll be able to help you with your complaint. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Message 4 of 6

Re: how to make a formal complaint

i look forward to speaking to you soon.

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Message 5 of 6

Re: how to make a formal complaint

Re: how to make a formal complaint

Can anyone help me make a complaint to BT at the HIGHEST level please?  As using the 0800 number is wasting my life on hold for people who cannot solve the problem.

 

I have had my order cancelled 4 times  by their office for no reason, had my home move order cancelled, and reset for a different date with 48 hours notice, which was handy as i had booked the day off and lost a days wages in doing so.

 

Also i have spoken to their useless 0800 number on 4 occasions and still no joy in getting a simple home move to work.

 

I put in the request on the 25th Feb, THEY cancelled it on 27th but didn't tell me.  Luckily i spent 1 1/2 on the phone and managed to get through to spome one to check on the order and found it had been cancelled.  They re-instated it there and then................................only for some other dept to cancwel it AGAIN!!  this time i thought everything was good as i had spoken to them, but they failed AGAIN to tell me they had cancelled it (Not bad for a company that says "making communcation better").  Then i received an text confirming that the home move was on but for a different day.  After spending more than 1 hour trying to get though to someone, i FINALLY DID!!!  HALLELUYAH SOMEONE WORKS THERE!!!  

 

They explained someone had cancelled it again, and afterlooking into it, found no reason why!?!?!  so we agredd on the new date.  14th March!!  Now 3 weeks with no service!!!!!!!!!!

 

14th March arrives and guess what.......................No home move order, no service and NO CONTACT TO TELL ME!!!!  so i had spent ANOTHER day off work for no reason!!!!!!!!!!!  So i contactede BT AGAIN!!!!!  and spent an hour getting through to someone to find out someone had cancelled the order AGAIN!!!!!  1 helpful person who saw that i have had a terrible time with BT and said that he would put me on to the homemove team and they would fast-track my order, AND someone from the specialist team would contact me and they would be the point of contact for fixing what has been 100% failure by BT.

 

So i was put through to the homemove team, and told them the same story AGAIN!!!  they said that the original order was wrong as an engineer was needed and that they would not process this unless i paid £140

oh and woudl i like to set up a direct debit for the account that you are not receiving the service, nor are they willing to give me service unless i pay!!!  The original order was accepted fine, and the subsequent 3 people i spoke to never mentioned it, but this 1 lady said that was it, pay or NOTHIN!!  but you still pay as if it was working!!   This is now not on order, i still have no service and no date that it will be done, but they still want my money!!!!

 

Someone PLEASE tell me the email of the CEO so i can forward my complaint.

 

i sent this a LOT earlier and still no-one has the decency to call me!!!  Great for a telephone company!!

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Distinguished Sage
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Message 6 of 6

Re: how to make a formal complaint

If you fill out the "contact the mods" form, someone will contact you, provided you put a contact number on that form.

 

 

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