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Message 1 of 5

Terrible Customer Service

I was a happy Plusnet customer with no real issues, however, I was unfortunately tempted away by a BT sales representative who promised me the world, but in reality my experience has been very different.

 

Initially I had constant problems with your Home Hub 6 and its WiFi. 
Every time I rang the technical department I was either given a solution that failed to solve the problem or more often than not I was cut off before completing my conversation, leaving me and my entire family frustrated and often without a WiFi service.

I was sent a replacement HH6 which did not resolve the issue and eventually I was sent a HH5 which did thankfully cure the problem and since then I have had no technical issues since,

However, your customer service and billing have continued to be well below standard.

My latest bill included a £65 charge supposedly for asking to leave the broadband service early, something I didn't ask for or was discussed with anyone at BT.

When I tried to resolve this by phone, I spoke to an adviser I believe called Don in Dublin? who initially tried to tell me the £65 charge wasn't actually a cancellation fee as stated but rather a charge for one of the routers? When I explained this wasn't the case as the only router that worked was the HH5, Don put me on hold and never returned, leaving me hanging on the phone for 20 minutes + listening to your "On Hold" music. 
I then tried to ring back later only to be put in a queue with no answer, and when BT turned their phone lines off at 9pm I was cut off despite waiting 45 minutes for a reply. 
I then attempted to contact BT via the online chat, eventually after a 30 minute wait I spoke to a lady call adviser called Sahiba who initially told me the £65 was credited back to my account in a payment of £75.95 to my account in July. 
I explained that this was incorrect and the £75 95 credit was a refund promised to me for leaving my previous provider Plusnet early to cover their early cancellation fee. BT repaid me the charges made to me by Plusnet. 
Sahiba then said I would receive a £65 refund to my account, a payment I am still waiting for. She also insisted I should "relax" something that I feel wasn't appropriate at the time. 
When I demanded that I wanted to escalate my complaint to a supervisor, Sahiba stalled for a while and eventually passed my complaint over to a supervisor called Alok. 
Alok asked what could be done to resolve my complaint and I explained I wanted early cancellation of my contract with no cancellation fees as I feel your service isn't fit for purpose. 
Alok told me he couldn't do this and would have to escalate this further and promised me a callback in 48 hours. 
No callback was made to me, despite being promised and yet again I had to contact you via the online chat. I spoke to an adviser who told me I would receive a call tomorrow. 
After explaining the promise made by Alok, I eventually received another call from another supervisor who explained he failed to callback as he was tied up with another complaint (A complaint that appears to have taken 48 hours) 
Again, he claimed it wasn't something he couldn't deal with and I again have been promised yet another callback that could happen at anytime over the past week. (I have no confidence it will happen at all). 
Had I have known what poor customer service BT had I would have never have left my previous ISP Plusnet. 
I have no desire to remain a BT customer, as I feel I have been treated very badly. 
Promises have been made that haven't been kept, money taken out of my account that shouldn't have been and I have had to constantly endure terrible customer service in an attempt to resolve the problems created by yourself.

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Distinguished Sage
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Message 2 of 5

Re: Terrible Customer Service

I have asked a forum moderator to help you they will post their contact link here
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Moderator
Moderator
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Message 3 of 5

Re: Terrible Customer Service

Hi @carlosthejackal1968

 

Welcome to the forum and thanks for your post!

 

I'm really sorry that you've had such a horrid time since moving your services over to us.  It looks like an absolute nightmare if I'm perfectly honest Smiley Frustrated

 

Can you send us over your details and we will give you a hand to sort everything out?  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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Message 4 of 5

Re: Terrible Customer Service

I'm already half way down the complaint process at the moment, Spoke to **Edited**  Executive Level Complaints, BT Consumer today who has refused to let me leave my contract early without having to paying a cancellation fee.

 

She skirted around the customer service problems, without much explanation and offered me one free months service, which I wont be taking.

 

They are now saying they are at deadlock so the next step will be the ombudsman for a resolution.

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Moderator
Moderator
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Message 5 of 5

Re: Terrible Customer Service

Hi @carlosthejackal1968

 

Thanks for posting back to let me know that.

 

As you're at that stage of our complaints process there isn't any value we can add from here I'm afraid.  If you're still unhappy the letter you receive will advise your next course of action should you choose to pursue your complaint outside of BT.

 

Cheers,

 

Robbie

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