BT - A Blueprint for Appalling customer service???

sandyring — Tue, 09 Sep 2025 07:35:14 GMT

As a business, we've been asking for months if not years for some very simple information:

1 - Itemised billing - only 5% of our BT bills are itemised and show information on what we are actually paying for.

2 - For GDPR reasons, updated billing addressee - as many are in the name of people who have left years ago, as well as business addresses the business vacated 3+ years ago.

Our account manager keeps setting a date when he will provide this information, that date comes, we get nothing, the situation is a rinse and repeat - does this mean that BT is so inept they cannot even provide this relevant data or change billing?.

We have raised this as a complaint N260814-367160, guess what, absolutely no contact or follow up in 2 weeks, presumably because the service is SO POOR, the poor complaints department cannot keep up.

The complaints process as a whole seems to be designed to take you around in a never ending loop without ever being able to actually get anywhere, again, presumably out of design due to the inept service and hence volume of complaints.

The assumption now is the only avenue to a legal one?.

I should clarify here, we spend hundreds of thousands with BT a year. When I speak with peers in other companies and you mention BT, the response really is met with it being a very dirty word due to experiences they have also had.

Re: BT - A Blueprint for Appalling customer service???

BethM — Thu, 11 Sep 2025 15:19:28 GMT

Hi sandyring

I'm sorry to hear about this, can you please send over a private message with some more details so I can look into this for you?

topic Re: BT - A Blueprint for Appalling customer service??? in Billing

BT - A Blueprint for Appalling customer service???

Re: BT - A Blueprint for Appalling customer service???