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More disgraceful service from BT


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Old 24-08-2012, 11:27
forestlad
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Join Date: May 2007
Location: Broadstairs
Posts: 166

It all started when I received my recent bill and I was surprised to see myself £92 in debit.
I phoned up "Customer Service" to query the amount.
Last February I was given a discount to remain with BT for 12 months. I had to pay £27.50 for option 3 phone and broadband.
When my bill arrived this February there was no mention of the discount ending and the new price that I was going to be charged. By Mays' bill I was £50 in debit but the headline on the front of my bill said although I was in debit I didn't need to take any action. By Augusts' bill I was now £92 in debit and my monthly payments were going to be more than doubled.
I asked why I hadn't been contacted to say the "contract" or "discount" had run out. I used E-on as a good example of this as they contacted me with a reminder of the contract renewal. In a very underhanded way BT have increased my payments for the same service for seven months. To cap it all the representative said "if you're not happy with our service then you can move provider". Yes this a true enough statement but not one that should be used to encourage your customers to leave your company.
I asked for the call to be escalated to the next person up. Matthew listened to the complaint but held the previous persons stance, BT had done nothing wrong. They were no longer allowed to auto renew discounts as OFCOM had removed this last November. This information was put in their BT news magazine. I asked why it hadn't been placed on the front of my online bill, as the end of the discount period should have been? No real response.
I could see this still going nowhere so I asked for the complaint to be handed to his manager. The response was "they are on holiday". So BT can't process complaints when holidays are in effect??? I asked who was covering the position whilst they were on holiday. This was seriously like pulling teeth, slow and painful. Finally it was revealed that Tonia would call me. I asked for a same day call back and if this couldn't happen could Matthew show some courtesy and ring me himself. Safe to say no call from either. So at 4:30pm I used the online chat to try to bring a final result to my complaint. I was told that a manager would call me in 24 hours and there was nothing that could be done.
So Thursday and the 24 hour period passed and no phone call from Tonia or Matthew.
Friday morning I spend just under an hour trying to find someone competent enough to deal with the complaint. On the first call a gentleman with an Indian accent wouldn't transfer me as he couldn't understand the complaint. When he finally did transfer it was to an open phone line where I could hear tannoys in the background and other people talking.
So I redialled and again I was refused to be transferred to a Manager or a member of the Customer Review Team. Instead they are going to email the two people who have already failed to deliver the simple promise of a call back.
The simple fact of the complaint is BT did not notify me in the change of price, the discount ending. They also believed that £27.50 a month would cover the £38.30 a month that my package was now costing. I have not taken any additional services but they can charge nearly £11 more for exactly the same service. This is a very underhanded way to take your customers money. The funny thing was I was going to enter into a longer contract with them as my area will have Infinity available in the next few weeks. Instead I'll be voting with my feet and taking my business elsewhere. Yes I will have a lower line speed but I won't be paying over the top prices or dealing with the incompetence of the customer service reps and managers.
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Old 24-08-2012, 13:44
MeanMint
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Join Date: Feb 2006
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If you had looked at your bill you would have seen the full charge with no discount.

At that point would it not have been prudent to call BT and say "Do I not get a further discount"
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Old 24-08-2012, 16:29
forestlad
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Join Date: May 2007
Location: Broadstairs
Posts: 166
The way they discount it is not very clear. BT acknowledge this and are looking at making it clearer.

When speaking with BT a couple of days ago I was told I was not the first person to complain about the discount being removed without being contacted.

On speaking with a fantastic manager called Tonia she has stated that as a company they are already looking to introduce measures to stop this happening again. They acknowledge that they should have contacted me and also have acknowledged that the original complaint was dealt with very poorly.

It also transpired that Matt had not forwarded the complaint to Tonia.

As a result Tonia has refunded all of the additional charges that should never have been on my account.

I suppose it is a bit of a lottery whether you get someone who is good at their job of someone who isn't. I was lucky enough to get Tonia although I was persistent and wouldn't be fobbed off.

So I can still look forward to the very imminent arrival of Infinity and BT keep and long standing customer.
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Old 24-08-2012, 16:42
MeanMint
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I was able to see and understand my discounted package, and when it ended I new exactly what my payments needed to be to cover the quarterly cost.
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Old 25-08-2012, 11:38
forestlad
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Well done, I'm pleased for you. If only I were as clever as you.

At least BT acknowledges it isn't very clear and they are changing it.
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