I've been fighting an order and billing battles with BT for a few weeks now and on multiple occasions they proved they just can't get anything right, so seeing that some people here did get their BT problems resolved, I'm posting my story hoping for a happy ending.
I wanted to move the master socket and was happy to pay £130 for this. It took 6 weeks to get this done and BT now demand £390.
And here's the story:
I request engineer's visit to move the master socket to another room.
The visit is booked for the 25th April.
No reference number is given.
No sign of engineer.
At 1800 I ring BT to check what's going on. No one seem to know, so they tell me to wait another hour, as engineer will certainly turn up.
An hour later still no sign of engineer, so I ring BT again, but they still can't confirm why there was no one sent and in the end they say the visit needs to be rescheduled.
So they reschedule it for the 9th May.
Later I receive an email from BT confirming the appointment time and the reference number: VOL012-********.
No sign of engineer.
I log in to check the status of the order, but I can no longer access it, as it appears to be closed.
I ring BT and they tell me that the job has been completed.
How, I ask. They say - the engineer marked the job as completed remotely.
So once again I explain what the order was for (as they transfer me between teams I have to repeat the whole story) and in the end I'm told they need to investigate with other teams and will call me in 10 minutes.
10 minutes later they call back to apologise for all the trouble, they confirm they've messed up and it's BT's fault entirely.
They obviously need to reschedule the visit again and will text me the appointment day.
This time however, they offer the visit to be free-of-charge and I'm told my case is being escalated to the senior management to ensure there are no more troubles.
Visit is rescheduled for the 23th May - VOL012-**********.
My next BT bill is generated and surprisingly there's £260 charge for both appointments that never happened.
I log a complaint with BT. Incident: 130520-*****.
Engineer finally arrives and moves the socket.
So 6 weeks after I booked it, the job is done. At least it will be free-of-charge. That's what they promised.
Also, BT reply to my complaint saying that they are unable do anything about the wrong £260 charge and I need to call the charge dispute team on 0800 234 6035 and they close the case.
So I call that team, only to be told that they deal only with cases with £99 charges, not with £130 and they transfer me to another team, who then transfers me back to the same team, so they transfer me again and again and again.
Each time my call is transferred, I need to explain the case, as obviously no one cares to brief the next team on what the problem is.
Eventually I seem to be speaking to the right person, he confirms he understands the case and my bill will be looked into.
A new bill is generated.
I log in to confirm if all is OK now, but it's not - the £260 charge for two visit that never took place is still there. What's new? A £130 charge for the free-of-charge visit on the 23th May.
My direct debit will be collected on the 7th June, so obviously not long before BT will get £390 for nothing.
So once again I ring BT, once again I'm being transferred between incompetent agents unable to think logically and eventually, on maybe the 7th occasion, I'm transferred to a chap in India, who is keen to listen and seems to understand the problem.
He says there's already a case logged (VOL012-*********) to investigate the charges and he's updating it now with all the details I can provide to aid quick resolution. He says the relevant team will ring me within 5 days, asks me for a contact number and the best time to call and he's stressing how important it is that I'm available at that time to take the call, because - and that's his words - if I don't answer the call, then those people will just close the case as they use any excuse to do it and the whole issue will have to be raised again, under new case number and the story will continue forever.
1st June - today
7 days since the promised call back and obviously no one from BT called, so I'm chatting with BT customer service.
Usual chain of events - chat to one person, they don't have a clue what to do, so they transfer the chat to another team, who again don't know what to do, etc. Each time I have to explain what the problem is, etc.
All they can say is that the 'fault' has been closed and I need to contact the same (wrong) team on 0800 234 6035, as advised before.
Eventually I'm promised a call back from the supervisor (Miss Kothai) within an hour.
2.5 hours later, still no call.
It's now only 6 days until the direct debit kicks in. The only way to avoid losing my money is to cancel it now, then pay the bill minus the £390 charge. Obviously I predict BT will be quick to threaten with reporting the matter to credit reference agencies, etc.
I'm posting this info on http://community.bt.com hoping that help is offerred.
Due to BT's negligence and incompetence I have lost two days off work, spent hours on the phone and I could be £390 out of pocket.
It is unacceptable how BT treats its customers. If this is not sorted out soon, I will be writing to Ofcom and BBC Watchdog.
Sorry to hear about the problems your having with your BT Retail service.
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Hi Ibanez. I feel I've got to respond to your post which I've just read and find it shocking that BT have treated you in such a horrendous fashion, BUT I'm not surprised in the slightest. It's murder when you've got to constantly repeat yourself every singe time to yet another perspn. i honestly don't know how they've still got any customers left. I, myself, am waiting for a refund and hope it's refudned asap, as can't believe I actually did place an order in the first place.
Good luck with everything Ibanez 😉
Update on my case:
Two hours after I posted the original message I got a call from BT informing me that a refund on the account for £390 has been submitted and passed to relevant team for approval. So on Monday the 3rd I was expecting the bill to be recalculated and the case closed, but unfortunately, via direct debit BT collected the money from my account as per the initial (20/05) incorrect bill, that they replaced 5 days later with another one. Fortunately, at the time the direct debit was collected, I had enough money in my account, so I didn't have to start another dispute to recover costs of unauthorised overdraft charges and all the hassle it could have been.
A day later I called them again. First I went through the automated system to check the balance on the account and finally things started to look better - the message said I'm £260 in credit and that next bill will be generated in August, as expected. I later spoke to a member of the billing departament, who confirmed this and offered £260 transfer to my account, which has now been completed.
On the 6th June I received response from one of the moderators confirming removal of engineer fees two days earlier.
The bill dated 25/05 (with the £390 charge) is for some reason still showing under 'My BT', but the mod dealing with my case ensures me this amount isn't going to be added to the future bill and the account balance is zero.
So at last, case closed. Nearly two months since I placed my order, I no longer have to worry about it.
If you've navigated here in a search for help with your problem with BT, then I recommend posting the details of it here and contacting the mods. It seems to have helped in my case.
And puretoon, I hope you've got your refund by now.
I feel sorry for anyone that blindly joins BT thinking that the name BT means something to Britain like hmm the English language maybe. There is 1 billion ppl in India i think half of them are BT customer & don't care employers.
I'm struggling to get a basic home move sorted but BT can't do such a hard task like that. I'm in a contract but if i post enough about my situation they might cut the noose they put around my neck when doing a cold call just after i set up a home move from their/this site. i got a phone call saying if i agreed to BTSport i would get it for free and my package would be slightly cheaper, little did i know it was a scam from BT to get me to renew my contract and to top it of i never got a hh4 as promised. Then just a few days time i see BTSport adverts on tv saying BTSports was free anyway so i was **bleep** well tricked into their scam.
Stay away from BT is my recommendation if anyone ask me.
That's BT "support" for you. The BTCare team are the only ones who can actually deal with this effectiveley. But the "tech experts" do try hard to get things sorted out. They have to follow the script provided. But even so, they could be continually improving the script over time. Missing power cables wasn't on their script! Could you add that to it?
i agree but all i expect is 1 thing and that's BT SPEAK MY LANGUAGE or don't call yourself BT OK ???????????
And yes script and scripts are great but my ip profile is stuck how long will it take them fools to fix it ? 🙂
It cant be British Telecom if you are shunted all the way round the other side of the world. Ihave had constant issues and if you need to get intouch with The Communication Ombudsmen. They told me that every time they contact BT , They fine BT for them getting involved. There phone number is 0330 440 1614
I've just phoned BT to ask about loss of Internet. Having finally battled past the initial automated menus, I was then told to use the Internet (@#!@!#!) or to wait on the end of the phone in a queue for half an hour (if lucky).
It may surprise BT to know that as of next week, I'll now be a customer of Virgin instead of BT.
And into the bargain, my bills will halve
When will British industry wake up to the fact that they will continue to be rubbish until they start to value the customer?
PS: I had an interesting conversation with an American Banker a little while back. He said that they had woken up to the fact that keeping your customers happy is really important. His comment: "Once you lose them, they will *never* return."