I am fast approaching the end of my tether with regard to our business package and wondered if anyone has advice on where I can go next. (this may be a lengthy post!)
In January 2014, I was approached by BT Local Business who promised me a better deal than the one I was on previously, which was also BT. I confirmed with the rep that I would be happy to switch to a new package, but we had only signed the previous one in September 2013 and although he was pushing a new phone phone system, stating that our Versatility system was a bit long in the tooth, I had no desire whatsoever to replace our handsets, as all we need to do is answer calls and do internal transfers.
He assured me that he would be able to provide us with a completely new system, with the same call package as we were on previously and save us approx £40.00/month. This was not beyond the bounds of logic, so having discussed the figures, I e-signed the contract and he went on his merry way.
The following morning, I re-read the paperwork and went through the figures for previous spend and proposed spend, and they did not match those that the rep had presented during our meeting. I emailed him that day to query the figures and since then, we have exchanged almost 100 emails which have largely been me seeking confirmation of our monthly spend, and BT Local Business either ignoring me, or responding with correspondence that makes absolutely no sense. The list of issues would take me hours to type here, but includes monthly spend quotes of £472.86, £530.76, £386.56 and £436.94, Commited Spend totals of £1000 PA & £8000 PA, incorrectly applied early-termination charges, funds taken from our account 2 weeks early and many other gems.
I'm now in a position where BTLB wont take my calls or respond to emails and BT Business Complaints say that because it is an "order" issue, not a "billing" issue, they cannot help. We are stuck with dreadful Avaya handsets that nobody wants and are paying a fortune on a lease agreement for (it was confirmed by BTLB that these would be included in the package price, but it turns out they are not). Can anyone suggest to whom I direct further correspondence?
Many thanks in advance.
