topic Re: Resolving a BT One Phone complaint in Billing

Resolving a BT One Phone complaint

marks1 — Fri, 17 May 2024 15:58:44 GMT

Does anyone have a suggestion how to resolve a complaint relating to a BT Business One Phone contract? We ended the BT One Phone contract last year (and transferred to a combination of BT cloud voice and EE, as arranged by our account manager), but continued to receive One Phone charges for three months after that. We have not paid, have raised a formal complaint, but it is simply not getting resolved. We have been cut off, threatened with being cut off, and we just get passed around between the Billing Team and the One Phone team. Our account manager has disappeared, and the BT One Phone team are impossible to get hold of. We would escalate to the Ombudsman, but as we are a charity with more than 10 employees, the Ombudsman won't assist.

We have emails from our account manager and implementation manager confirming that no charges would apply after the termination date, but without an email address to escalate complaints to, I am at a loss what to do next!

Re: Resolving a BT One Phone complaint

BethM — Fri, 17 May 2024 16:05:39 GMT

Hi marks1

I can look into this for you, please send over a private message so I can take some details.

Re: Resolving a BT One Phone complaint

SANMAN — Thu, 26 Sep 2024 09:32:02 GMT

Hi, We are having issues with BTone, this has been going on for over 2.5 years. We are paying for a service we are not receiving and we are a small business but with more than 10 employees so unable to get any help from Ombudsman.

We have tried putting in a formal compliant, but just get ignored. We have tried withholding payment, we just get charged fees. If anyone can provide help? All we want is a phone system that works, that provides us the service we are paying for, if not, then terminate our contract so we can look for another system!