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BT Customer Services |
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#1 |
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Forum Member
Join Date: Dec 2009
Posts: 2
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BT Customer Services
My landline, broadband and Bt Vision direct debit had escalated to £80 per month and I made the mistake of querying this with BT. The only way to do this, apparently, is by writing, the reply I received made no attempt to answer anything remotely useful so I tried calling. After all they are a phone company.
I have been given the wrong number, as in 'I'm sorry I can't help you so you should call this number instead'..., which wasn't a real number at all. I also got the phone hung up on as well which is great, I am no fan of Indian call centres anyway but having explained the problem, with some difficulty, it is wonderful for the blood pressure when the phone goes dead. I called this morning and , in frustration, asked for the OFCOM contact details and guess what, I was cut off immediately. BT have also added two late payment charges on of £14.50 each because I had the temerity to cancel my direct debit until I had got a handle on what I was actually paying for. This was obviously a mistake I should have just carried on blindly paying whatever they asked. I now owe BT £190 and have a threat of being cut off next week unless I cough up the whole amount, whether I actually owe it, or not. Not happy... I will update with the response from BT, if any, as I have today emailed one of their senior officers. What I don't get is that BT want loyalty, I have paid a phone bill to BT for 25 years, they have done OK out of this, I think that their UK based operations made £1billion last year (as opposed to the ill-fated BT Global Services which lost a fortune) however when I want to know something or to get some respect or even a little understanding all I get is some badly paid, disinterested call-centre worker. Help!!! |
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#2 |
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BT Support
Join Date: Mar 2009
Posts: 459
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Hi Justinterested
This doesn't sound good at all, I'd like to help with this. Drop me an e-mail to btcare@bt.com with your account details and I will have it investigated for you. Stuart |
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#3 |
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Forum Member
Join Date: Dec 2009
Posts: 2
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Had a call from the Customer Services Directors Team and to be fair they couldn't do enough to help.
I have got a more competitive package and a refund of some fees which should not have been charged. Most importantly have spoken to somebody who knows the products and could answer the questions. Bearing in mind how much time has been wasted by the Call Centre in India and the aggravation it will be good for BT when they have transferred all the Customer Services work back to the UK. |
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#4 |
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Forum Member
Join Date: Jun 2003
Posts: 1,749
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You have my sympathy. My calls to 150 i.e India were met with equal incompetance and failure to help or satisfy.
I've been with BT for 35 years, the likely outcome of my latest greivance with them will be to cancel my services for which I'm paying in excess of £50 per month. Another long term loyal customer lost! See my post here: http://www.digitalspy.co.uk/forums/s....php?t=1179874 |
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#5 |
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Inactive Member
Join Date: Aug 2004
Location: Wirral via Prestonpans
Posts: 1,407
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I've always been a BT customer too, but when I needed to use their CS I found their India-based staff to be worse than useless. I am looking for another landline provider now.
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#6 |
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Forum Member
Join Date: Jan 2009
Posts: 115
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Tell me about it. I was talking to a lady in the UK based centre just today, she was so helpful (sounds helpful anyway) then I got cut off for some reason. I called back again, was put through to an Indian girl, she tried to tell me what happened after I told her what happened. Still, she repeated what was I believe on her screen. I asked to speak to the manager, he was a bit more useful, but still... had no intention to help at all.
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#7 |
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BT Support
Join Date: Mar 2009
Posts: 459
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Hi ExTraP,
Do you still need help with this? If so email your details and a link to your post to btcare@bt.com Mark the subject field ExTraP-Digital Spy query Many Thanks Donna BT Support |
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