ROGUE BT OUTGOING CALL AGENT MAKING GHOST CALLS
I have an ongoing problem with the digital voice to my landline. Yesterday I spent a frustrating time contacting 150 and going around in doom loop not speaking to a human but I managed to book a call for 8 this morning. At that time I was sat waiting with phone in hand. At just after 8 am an agent called and I went to swipe answer. The caller rang off before the answer. Ring time must have been less than two seconds. I WAITED FOR ABOUT 10 MINUTES, NOT FURTHER CALL WAS MADE.
I then rang the number back. In response a recorded message stated that it thanked me for ringing and that their agent had tried to call me but I had not answered my phone. If the agent still needed to get in touch with me he would call me back.
This is classic “ghost calling” from a badly run rogue call centre where the manager and his/her staff are out of control. By initiating the dial and disconnecting after a fraction of a second, the agent’s automated outbound dialler logs that an attempt was made. The system automatically triggers the "customer did not answer" status, sends the person with the unresolved problem that infuriating automated message, and closes the ticket or marks the task as complete on their end. The agent successfully avoids a lengthier troubleshooting call while falsely inflating their "completed callback" rate.
I then called BT and asked for formal complaint to be logged. It is C10003660308. I have now received a test “Hello, BT here. Your complaint is now closed. Ref:C10003660308. Thanks for you patience. Visit bt.com/complaintscode to see our process. Thanks.” My complaint remains unresolved in any way or form. I still have no end in sight to the digital voice problem which has been rumbling on since May when Open Reach converted my landline to fibre and I lost my landline and no one has got in touch with me in respect of the badly run outgoing call centre and how its management will be turned around.
I have gone online and asked how I might check the progress of my complaint. I am advised at https://www.bt.com/help/contact-bt/complaints/get-updates-on-an-existing-complaint
1)That I can clog into my BT to get updates. I did there is no menu option for getting any updates or even logging a complaint so that collapsed.
2) Call us – 150 the same doom loop as yesterday. I did try but once again got nowhere and never spoke to anyone.
I am 90 minutes into this today after spending nearly 2 hours yesterday. How do I progress this?
Tony
