thank you - you are kind - here is my further post
BT Exec office did not phone me between 10-00am and 11-00am this morning – I left it until after 12-00 noon and phoned the ‘ordinary’ BT number twice – the 1st time I was cutoff, then spoke to a very helpful person who (on my behalf) asked Exec office to phone me. This phone call did come through but the person said that he had been asked to call any time today, up until 8-00pm!
I got nowhere – no apology, no acknowledgement that the email and subsequent letter were a) incorrect in detail and b) very frightening (please see earlier post re these). It was as if he was reading from a script or autocue – if I tried to say something I was told not to interrupt – yet when I was allowed to say something I was frequently interrupted! There was no apology for the bullying, frightening and intimidating behaviour. Certainly this member of staff in the Execec office is not embarrassed by his and other employees behaviour all of which behaviour is apparently OK with BT as the employer.
I was told that the email & letter were deliberately worded to cause alarm – I countered that it was more than alarm, it was real fear (my safety could be compromised re telecare alarm) but was told this is the same thing. For the record, they are not the same thing – alarm is re a possible future threat at the possibility of this threat, whereas fear is a response to an immediate threat and the email etc were an immediate threat “This means your broadband service will temporarily stop within the next 5 days for 7 days” (bold is used in the email/letter).
He acknowledged that BT knows that I have a telecare alarm.
I pointed out that only around 2 in 5 UK households have a landline and this will usually be the older generation, so sending out such a communication will cause fear amongst vulnerable people - I got nowhere.
I pointed out that sending threatening messages (communications online or offline) that BT will cut off my broadband which could cause me harm is an offence (I have reported this to the police and have incident reference). Whether BT intend to do what they have threatened or whether I actually feel afraid (which I certainly do) does not matter. It is an offence because I believe that they wanted to cause me fear by sending the message. I got nowhere.
BT will (of course) issue a deadlock letter – ie I, and other people in the same frightening situation, get nowhere.
I asked to speak direct to the CEO – she does not speak to customers. She forgets that it is not the wages dept who pays her salary and etc – it is the customer.
Conclusion = the customer is of little importance especially as regards safety, and it does not matter how much damage (fear) has been caused to the customer. Equally it appears that BT are above the law re sending threatening correspondence – does anyone have any ideas?
Many thanks again to all those who have shown support to a lady who is in her 80s, who has been very seriously ill, and who lives alone with no close relatives.
