topic Re: BT billing complaint - is there an email to contact? in Billing

BT billing complaint - is there an email to contact?

Cbirchy — Sat, 15 Nov 2025 06:59:53 GMT

I am so frustrated as I am not getting anywhere with a complaint made to BT billing. I was assigned a complaint reference in September after trying to sort out a problem from July. It has been one mistake after another. I have tried to get another complaint handler as the one I have says he cannot help me and refuses to assign it to anyone else!

I signed up to BT net and was not receiving any bills despite asking for them on several occasions. There were 3 months in total and they said the only way to resolve was to transfer my WM account to a VP Onebill account. I was being contact by collections team threatening to cut my services so I paid the total by bank transfer quoting the WM number (as told to by BT). When the onebill was set up they transferred the bill balance to it but not my payment. My WM number is in credit and my onebill is in debit and they are now charging me late payment fees. I have asked for the balance to be transferred several times and they say they will do but they don’t. I’m at my wits end.

Has anyone had similar experience?

Re: BT billing complaint - is there an email to contact?

HannahC1 — Mon, 17 Nov 2025 12:21:14 GMT

Hi Cbirchy,
I'm sorry to hear about this, if you could send me a private message I can have a look into this complaint and see if there is anything I can do to assist ?
Thanks

Re: BT billing complaint - is there an email to contact?

Cbirchy — Fri, 12 Dec 2025 09:30:12 GMT

They are an absolute joke of a company. Complaint still has not been resolved despite being escalated. They cut off my phone lines without notice on Monday night and didn’t get them back on until the Tuesday afternoon. They are causing me so much stress. My husband is seeking legal action for business interruption. They are so detrimental to business customers. I am moving everything from them when contracts are up.

Re: BT billing complaint - is there an email to contact?

AlanM1 — Fri, 12 Dec 2025 10:00:55 GMT

Hi, I'm so sorry that this is happening. Here's our process for complaints: https://bit.ly/43n5w6p and that highlights that at any point you can request your case manager, escalate the issue. I'm sorry my colleague has not done this but when you speak with them again, they will do so when you request it. Thank you

Re: BT billing complaint - is there an email to contact?

Cbirchy — Fri, 12 Dec 2025 10:29:21 GMT

It doesn’t matter what we do I have tried all avenues. BT are an incompetent company and could not care less about customer service. Sales staff are spot on in the UK for selling your products but then you are dealing with India when you have any issue whatsoever and they seem unable to do anything correctly. I have asked on more than one occasion to deal with someone else but keep getting told that ‘this is not possible’.