Making a complaint to BT business
Discussion
12 months ago we moved offices, and area codes. I contacted the local BT Business office to arrange a move. Quite straight forward, the same package but with new phone numbers, due to the different area codes.
First month, £1,300 bill for termination charges, plus a massive bill for calls as they didn’t bring across the call package. Call up and they said they had made a mistake and they would credit the termination charges but needed to refer the call package to the local office. Assured it won’t happen again
Second month, same issues, same call, same result
Third month, same issues, same call, same result
Fourth month, same issues, same call, same result
Fifth month, same issues, same call, same result
Six month, same issues, same call, same result
Then they send threatening letters to say we owed them money and it had been referred to a debt collection agency. Called up, again they apologised and said they would cancel the charges and it wouldn’t happen again,
12 months on, they took a massive amount from the business account through the direct debit. Number promises from the local business off, assuring me it will all be sorted out – but nothing.
I obviously have all this in writing, including the original order which states the call package and the move from one preemies to another.
Tried raising a complaint, no luck they say they’ll look in to it, but I never get any feedback. Currently BT owe us about £4,000.
So how do we make a complaint, or try to get listened to and not fobbed off?
First month, £1,300 bill for termination charges, plus a massive bill for calls as they didn’t bring across the call package. Call up and they said they had made a mistake and they would credit the termination charges but needed to refer the call package to the local office. Assured it won’t happen again
Second month, same issues, same call, same result
Third month, same issues, same call, same result
Fourth month, same issues, same call, same result
Fifth month, same issues, same call, same result
Six month, same issues, same call, same result
Then they send threatening letters to say we owed them money and it had been referred to a debt collection agency. Called up, again they apologised and said they would cancel the charges and it wouldn’t happen again,
12 months on, they took a massive amount from the business account through the direct debit. Number promises from the local business off, assuring me it will all be sorted out – but nothing.
I obviously have all this in writing, including the original order which states the call package and the move from one preemies to another.
Tried raising a complaint, no luck they say they’ll look in to it, but I never get any feedback. Currently BT owe us about £4,000.
So how do we make a complaint, or try to get listened to and not fobbed off?
Extra 300 Driver said:
Dissident Dragon said:
gavin.e.patterson@bt.com - send your complaint here and watch everyone jump!
Done, lets wait and see.DD guarantee wonk work as they feel their charges are justified and they sent us invoices
It's largely a case of one department not talking to another, even when you tell them the quite obvious mistake and back it up with order confirmations and email trails the billing team could not comprehend these issues and revert to threats to cancel lines, stopping our web connection etc.
It's all resolved now but was exasperating at times.
Extra 300 Driver said:
Dissident Dragon said:
gavin.e.patterson@bt.com - send your complaint here and watch everyone jump!
Done, lets wait and see.DD guarantee wonk work as they feel their charges are justified and they sent us invoices
I have no idea why anyone uses BT any more, they have the highest prices and worst service when something goes wrong.
I run a small telecoms business. I deal with BT wholesale so we do the bills.
Can also do no terms on lines etc, and plenty more BT can't do direct. We're also cheaper!
You could have taken your numbers too without going VoIP
I've helped a few other people on here let me know if I can be of help.
Can also do no terms on lines etc, and plenty more BT can't do direct. We're also cheaper!
You could have taken your numbers too without going VoIP
I've helped a few other people on here let me know if I can be of help.
I run a small telecoms business. I deal with BT wholesale so we do the bills.
Can also do no terms on lines etc, and plenty more BT can't do direct. We're also cheaper!
You could have taken your numbers too without going VoIP
I've helped a few other people on here let me know if I can be of help.
Can also do no terms on lines etc, and plenty more BT can't do direct. We're also cheaper!
You could have taken your numbers too without going VoIP
I've helped a few other people on here let me know if I can be of help.
Its all sorted. I emailed the CEOs office and they sorted it out. The issues laid with my local business office who place the order. They raised it as a new order and the system never linked the two together. As its been said here, one department not talking to another.
Very disappointed in BT, but when you get someone who takes responsibility and kicks butt it gets sorted.
Very disappointed in BT, but when you get someone who takes responsibility and kicks butt it gets sorted.
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