Appalling Bullying Behaviour

[Christopher_G]

Hi @45SM 

I'm really sorry to hear that the letter left you feeling this way. The purpose of these letters isn't to frighten customers. They're intended to give advance notice of planned service changes or activity on the account, allowing customers time to prepare and make any alternative arrangements that may be needed.
I appreciate this won't change how the letter made you feel, and if you're unhappy about it, you've done the right thing in raising this with our executive team. They're the highest level of complaint escalation and will have opened a case on your account, which they'll be handling according to our complaint process.

We have lots of support available for customers switching to Digital Voice. If you have any questions or worries, our customer support team will be happy to check everything over for you, and make sure the transfer goes as smoothly as possible.

Please keep us updated with what happens.

Chris

[chrisjp]

If the purpose of the letter "isn't to frighten customers" why was the OP told by the Exec Complaints rep that "the email & letter were deliberately worded to cause alarm"?

[45SM]

thank you @chrisjp - as @midsummer100 said of of 'his/her experience "BT executive office contacted me and have apologised for the bullying, frightening and intimidating behaviour they display. Their staff at the executive office are embarrassed by their employers behaviour".

So some BT staff admit that some of them bully, frighten and intimidate - but the person I was speaking with said that it was to alarm such as I, not to frighten - as I have previously noted '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).' The emails are an immediate threat not a possible future threat - it is an actual threat which is why the police listened - I have the incident reference from the police.

[45SM]

so - as posted below, this is what I wrote

"thank you @chrisjp - as @Midsummer100 said of of 'his/her experience "BT executive office contacted me and have apologised for the bullying, frightening and intimidating behaviour they display. Their staff at the executive office are embarrassed by their employers behaviour".

So some BT staff admit that some of them bully, frighten and intimidate - but the person I was speaking with said that it was to alarm such as I, not to frighten - as I have previously noted '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).' The emails are an immediate threat not a possible future threat - it is an actual threat which is why the police listened - I have the incident reference from the police."

Perhaps you (@Christopher_G), especially as a Moderator, should take note of how this has made me feel, and that I am not the only one to feel such fear at such an email from BT, then such a letter from BT. Some BT employees clearly admit that some others within BT bully, frighten and intimidate customer - if this is not the case, why do some BT emplyees apologise for such?