topic Re: Complaint alternatives to phone and live chat? in Phone system

Complaint alternatives to phone and live chat?

cbushgr — Mon, 25 Mar 2024 15:31:45 GMT

Hi,

Can anyone advise on what email addresses I can try directing a complaint to that may actually get picked up/looked at. Relates to products sold to us by BT Local Business (Devon & Somerset) but also Implementations team centrally. I have tried sorting / resolving with those teams but they have not just stopped responding to my emails and we are being billed twice (also spoken to Billing centrally who have said they can't do anything).

Having tried live chat several times with no luck and having spent another 45 mins being sent around the houses in call centres any advice on where and how to target this complaint to get it resolved would be greatly appreciated!

Thanks
Chloe

Re: Complaint alternatives to phone and live chat?

AdamC — Tue, 26 Mar 2024 16:03:32 GMT

Hi Chloe,

I am sorry for the issues. If you can privately message me I can take your details and assist.

Thank you,

Adam

Re: Complaint alternatives to phone and live chat?

cbushgr — Fri, 05 Jul 2024 09:40:10 GMT

Having received a response to this and gone back and forth since April with someone from Compaints since April but very little has moved along or got resolved since then, as we have no choice but to take to Ombudsman service now.

Re: Complaint alternatives to phone and live chat?

AdamC — Fri, 05 Jul 2024 09:58:40 GMT

Hi, I am sorry about the issue you have had. I can see the complaint is being reassigned and once it is the new handler will contact you to confirm. I am sorry for the delay in this being processed but the team will sort it asap. Thank you,

Re: Complaint alternatives to phone and live chat?

cbushgr — Thu, 18 Jul 2024 12:10:50 GMT

It has now been a month since any last update from the Complaints team, has this been assigned to a new handler yet. Additionally, on our most recent bill there have been charges added out of no where for services we don't even have.

Re: Complaint alternatives to phone and live chat?

BethM — Thu, 18 Jul 2024 16:23:23 GMT

Hi cbushgr

I will chase this up for you.

Re: Complaint alternatives to phone and live chat?

cbushgr — Fri, 19 Jul 2024 08:41:33 GMT

Thank you - but we are now getting threatening emails saving service will be stopped when previous complaints handler had told us invoicing was put on hold. This is absolutely terrible service, I have been trying to get this resolved for 7 months now

Re: Complaint alternatives to phone and live chat?

BethM — Mon, 22 Jul 2024 17:03:30 GMT

Hi cbushgr

Can you please send over the details of the emails via private message so I can look into this for you?

Re: Complaint alternatives to phone and live chat?

CS2024 — Wed, 18 Sep 2024 10:19:51 GMT

Hi Beth,

We are also facing the same issues.

We signed an updated contract with BT One Phone in February 2024 which had increased the data usage to 200gb, increased our hardware fund to £5.8k and increased our lines.

BT did not apply the changes which resulted in us receiving incorrect bills since March 2024. The bill is usually around £800 per month but BT were charging us around £3k per month.

We informed BT about this several times since March 2024 and told them we need the correct bill so we can process the payments. They did nothing about it and disconnected our lines for non payment. This caused huge issues in the business as we have 1,000 employees. They charged us late payment fees which we said we are not paying for as it's their fault we received the incorrect bill. They closed the lines on 3 occasions which resulted in us with no service for nearly 3 weeks. We have complained several times but it has not been solved.

What we want:

- We want the correct bills from March 2024 so we can pay BT.

- Compensation for all the issues.

- Hardware fund of £5.8k

- Terminate our contract and move to another provider without occurring any fees.

Re: Complaint alternatives to phone and live chat?

cbushgr — Wed, 18 Sep 2024 10:33:05 GMT

Good luck- we’ve been trying to solve this since Feb, had a complaint raised since March and it has now been passed to the 3rd complaints handler with little to no progress. Absolutely shocking that BT can get away with this. We will likely end up escalating this to the Ombudsman at this point.

Re: Complaint alternatives to phone and live chat?

BethM — Wed, 18 Sep 2024 11:04:02 GMT

Hi CS2024

Can you please send over a private message so I can take some details to look into this for you?

Re: Complaint alternatives to phone and live chat?

SimonB1 — Mon, 30 Sep 2024 14:14:16 GMT

Its seems we are not the only ones - having been sold a new Cloud Phone system by BT Local Business Southern Counties, our problems started immediately, taking months for even a install date. Since the first bills in June, we have been consistently overcharged, by thousands of pounds, which we have obviously not paid.

We now have collections and billings chasing, and each time we have to explain again, which elicits an apology, and a statement that this is being with dealt with by the local business team. Our account manager seems incapable of dealing with anything, is barely there, and never answers the phone. We have even provided all the bill reconciliation to show what needs to be done but to no avail, which is made all the more complicated by a refusal to re=issue invoices, but to give part credit notes. And to top all that off, they cut off our broadband last week, which entails yet another long winded discussion with someone who apologises and says it will be solved by someone else.

We can't spend any more time trying to sort the problem, and will be looking elsewhere. I wish you luck, but we are 4 months in, and still have no resolution. I should be amazed BT can function like this, but somehow I am not.

Re: Complaint alternatives to phone and live chat?

BethM — Tue, 01 Oct 2024 11:35:07 GMT

Hi SimonB1

I'm sorry this hasn't been sorted. Can you please send over a private message so I can take some details and look into this for you?

Re: Complaint alternatives to phone and live chat?

cbushgr — Mon, 14 Oct 2024 13:27:48 GMT

Beth - following my message 4 weeks ago where our complaint had been passed to the 3rd handler, our most recent complaints handler has no dropped off the radar and stopped responding to messages and we are essentially in the same place we were in March when this complaint was opened.

Re: Complaint alternatives to phone and live chat?

OttieW — Mon, 04 Nov 2024 10:37:06 GMT

I have exactly the same issue. The online chat keeps ending the chat before connecting me and when I have spoken to someone, they spout gobbeldygook which makes no sense... the bills are going up every month and bear no resemblence to the amount agreed, I am now at my wits end as local office help is non-existent.

Can anyone send me an email address? I tried the one below but it's not in service....

Thanks in advance

Re: Complaint alternatives to phone and live chat?

cbushgr — Mon, 25 Nov 2024 10:19:20 GMT

Has anyone that has commented on this thread actually got anything resolved yet? If not, has anyone gone down the Obudsman route yet as we are at a loss as to what else to do now...
We raised our complaint in March and are now on our 3rd complaint handler and have just realised our service has been cut off despite being told there was a billing freeze and constantly trying to resolve and communicate with BT Complaints but with no movement.

Re: Complaint alternatives to phone and live chat?

Cbirchy — Sat, 15 Nov 2025 06:44:25 GMT

Hi,

I hope you don’t mind me jumping on this thread. Just wondering if you got anywhere with the complaint as I am having so much trouble trying to get a complaint resolved with BT business since July. I am at my wits end as no one will help me!