3 months and still no answers

SmallBusiness · ‎01-02-2012

I have never written on forums before but I am absolutely disgusted with the lack of customer care shown by BT. I have an ongoing issue with call diversion charges from my business phone. I was originally told that "as you are a business, call diversion is free" - they omitted to inform me that there is a charge for each call!! When I found this out I questioned them and was told it would be looked in to as I had obviously been mis-sold a service and I would be contacted - it didn't happen. I then decided only to answer calls which were customers (not answering sales calls) but noticed that I was charged for calls whether or not they were answered. Rang BT again and they finally told me that if the calls are diverted to a BT MOBILE there would be no charge AT ALL! I then purchased a BT mobile from them (the quote was less than actually appeared on my first bill, but that's another complaint) and imagine my horror when I was charged for all calls to the new BT mobile!! I have since spoken to various agents (always in South East Asia) including a very rude "supervisor" at least 6 times - at 30 mins minimum each time - 3 hours of my valuable time and each Agent confirmed that I should not have been charged - only the "Supervisor" didn't know(???). I have been told "not to worry" as your dd payment is on hold but they have still not sorted it out!! I have the names of most people I spoke with, including the "Supervisor" but will save them the embarrasment of naming them here. I demanded to be contacted - by email - by a manager on my last phone call on 17th January. Needless to say no-one has contacted me and my bill is still showing "outstanding" I filled in the on-line complaint form as well - no answer! I hope a Manager will contact me and this can be sorted once and for all but BT are sadly lacking in handling complaints. I expect compensation and will be taking this to the ombudsman if it is not sorted!

tripodzid · ‎13-02-2012

I am just wondering. What happened to this issue anyway?

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Business is the game!!

SmallBusiness · ‎14-02-2012

Absolutely nothing has happened!! I cannot understand why I haven't received any response - they have all my contacts, inclusing email address and, to be honest, I am tired of calling them and getting nowhere!

johnd3011 · ‎25-02-2012

I had exactly the same problem. Don't wait for a reply, write, then write again. Make sure you check your bills everytime. I had to check 24 pages to compare with my 6 BT mobiles which were supposed to be free. For me this was the cheapest and by far the best deal ever between landline and mobile phones. Suggest you get the directors name and write to him as well. It took me 18 months but I got the refunds okay.

Keep an eye on your reception. I have now discovered I get cut off more regularly than before. As I said my deal was fantastic £120 on averaage every month for 6 mobiles and less than £100 every quarter for landline. No one could match or beat and they put their hands up and just said they can't compete. Since November 2011 I have had problems with calleers having to ring me 10 time sbefore they get through, getting cut off every couple of hundred yards. And it is for this reason I am going to have to move on to another provider. When I contacted BT about the poor reception, they said that they were surprised I was getting any calls. They didn't appear keen to resolve the issue.

Keep pestering them. If the reception is good for you the deal is great..

SmallBusiness · ‎29-02-2012

Thanks John. I have just received an email from eBilling so replied with my issues. I had a reply back (miracle!!) saying they couldn't handle my query and it has been passed to someone else - nothing new there then! No indication of contacts for this "someone else" and they have started taking out my direct debits again - having told me my account was on hold!! Any addresses - email or postal - gratefully received.