topic Re: No contact from a complaint in Phone system

No contact from a complaint

MCritchley — Tue, 29 Apr 2025 10:40:15 GMT

Not sure where to place this but I raised a complaint with BT in February along with a request for a credit.

We are now nearly in May and still no-one will come back to me?

I am hoping that someone will be able to pass this to someone to take ownership of the complaint.

Re: No contact from a complaint

BethM — Tue, 29 Apr 2025 11:23:00 GMT

Hi MCritchley

When you say you raised a complaint, did you contact our customer service team and get a complaint reference starting 'IMP'?

Re: No contact from a complaint

MCritchley — Tue, 29 Apr 2025 11:27:20 GMT

Hi Beth, yes my reference number is IMP-144813820

Re: No contact from a complaint

BethM — Tue, 29 Apr 2025 12:04:40 GMT

Hi MCritchley

Can you please send over a private message with your contact details so I can chase this up for you?

Re: No contact from a complaint

MCritchley — Tue, 29 Apr 2025 12:07:50 GMT

Done

Re: No contact from a complaint

MCritchley — Fri, 02 May 2025 10:11:13 GMT

Hi Beth, still nothing through. No update, completion or customer service contact?

We are still being chased for bills though that the complaint applies to?

Re: No contact from a complaint

BethM — Fri, 02 May 2025 11:04:16 GMT

Hi MCritchley

I will chase this again for you now, sorry about this.

Re: No contact from a complaint

MCritchley — Thu, 15 May 2025 13:23:08 GMT

Really thought this was going to be sorted, finally got a call a week ago with the promise of a solution and further communication. This has once again stopped?

Re: No contact from a complaint

HannahC1 — Fri, 16 May 2025 13:47:24 GMT

Hi there MCritchley,

I am sorry to hear this, I have contacted your complaint handler and requested they contact you as soon as possible.

Someone should be in touch.

Thank you

Re: No contact from a complaint

MCritchley — Thu, 22 May 2025 07:37:45 GMT

Still nothing, I get email contact to tell me that someone is dealing with (which is a step forward) but, three weeks on, still no resolution

Re: No contact from a complaint

AlanM1 — Thu, 22 May 2025 08:04:21 GMT

Hi, I'm sorry for this. Your complaint manager is due to call you back today to hopefully resolve this issue with you. Again, I apologise for the delay and issues caused.

Re: No contact from a complaint

MCritchley — Thu, 22 May 2025 13:38:57 GMT

Did they mention when? 2.38pm and no call or contact =(

Re: No contact from a complaint

BethM — Fri, 23 May 2025 11:30:21 GMT

Hi MCritchley

I'll PM you

Re: No contact from a complaint

MCritchley — Fri, 30 May 2025 07:38:49 GMT

Despite assurances complaint is still not sorted 3 months on, even received a threatening overdue letter yesterday relating to something I had been promised had been closed...

Original complaint was for something taking 6 months too long from BT, complaint is now 3 months old, is anyone working there?

Re: No contact from a complaint

MCritchley — Fri, 30 May 2025 13:13:38 GMT

Hello?

Re: No contact from a complaint

MCritchley — Mon, 02 Jun 2025 12:14:03 GMT

still nothing

Re: No contact from a complaint

MCritchley — Tue, 03 Jun 2025 06:54:29 GMT

Incredible, got a message from another member of staff today confused as to why someone had tried to contact them on their mobile phone regarding a complaint? My details have been all over this from the start and I have been contacted on them previously (admittedly it has been quite some time since BT have tried to contact, perhaps my details have been lost?). I have to ask, is customer retention a known concept at BT?

Re: No contact from a complaint

AlanM1 — Tue, 03 Jun 2025 10:21:27 GMT

Hi, I'm really sorry that this happened. I've just fed this back to the complaints team to ensure that when they call, it is constructive and helpful. I'm sorry we fell short of the mark with this and I want to thank you for your patience while we work through this for you.

Re: No contact from a complaint

MCritchley — Mon, 30 Jun 2025 08:39:37 GMT

Just to update, it will soon be July and the complaint from February is still not addressed. It appears that mods here have the power to poke customer services into action which creates a brief flurry of activity. But then they go to sleep again until prodded once more?

Re: No contact from a complaint

BethM — Mon, 30 Jun 2025 13:33:00 GMT

Hi MCritchely

Prodding them again now