To BT: Business Customer Complaints.
Ref: 01844 ***** – Account No SM51****** – The Catalogue of Errors.
On 28 July last year I had BT Broadband installed at my office premises address as above. I then called the BT sales line and asked for them to activate a calls package. I was told it would take a few days but then the line would be a BT line.
2 months later BT in error cut my Broadband in a separate incident damaging my business. This was in October 2011. Eventually after giving my staff 10 days off - the lines were reinstalled and compensation offered.
In Dec I received a bill for calls from my old supplier (attached) for calls from Aug – the point the line was cut off. This was news to me because as far as I was concerned we had been with BT since late July/August.
Further to this.
I have called several times to sort this out as I believe that as I had asked for BT to provision the line as unlimited calls and they failed to do so that we should have a refund for the calls I have now had to pay for £243.39 which we not on any package through the other provider (as we never used the phone line with them). Feel free to check.
Every time I call I am told someone will call me back in an hour.
Well it’s another 2 weeks on ( I started this back in January) and guess what I am still waiting. I am given various reference numbers e.g. SM24576837 – John (not allowed to give his surname), 698826 (Kate), Raj in billing and I are now good friends and various other promises that someone will call. Last week told I would get a call back from Kate or Johns managers in an hour, well I am still waiting. I have resorted to a letter because it’s the only way I can put my thoughts down without crying.
You should also note the number on your website advertising BT Complaints is a bit like BT – it’s unobtainable. Tel 0800 555 257 – not a good advert for a communications company.
I have now cancelled the contract I had for this number and have another bill for that however it’s just too frustrating to have to deal with being passed from department to department with no one who can own or resolve a problem whilst all the supervisors “are not there”.
So in summary BT I write to you in the vein hope you might be able to sort out the problem you caused.
I very much hope you take pity on me and think of the hours I have spent trying to sort this out and understand how frustrating this is. It would be nice to think someone out there took pride in his/her work and could help.
I look forward to hearing from you, you can reach me on my mobile 075*45 5543*5 (not the random 01926 no someone quoted to me on the phone last week – that’s not my number, you have my number already having left it about 10 times, if you call leave a number and I will return your call and hopefully we can sort this out.
PS dont call the BT no as it is now cancelled - need I point out it wont work.
With thanks
Sarah Dinnage
