I am getting extremely frustrated by the way BT One Bill keeps closing complaints without resolution or even contacting me to say they are closing the said complaints. I currently have 2 complaints in place ND22307307 and ND22307119 which involve a considerable refund for services that were either not supplied, not requested or failure to provide service for 10 days at the start of this year.
BT Billing or BT One Bill keep closing these complaints without any contact, although to protect their backs they put notes saying they have tried to call. Luckily my case is now being monitored by an agent in London Derry who informs me when they close the cases. This does cause me to lose an hour out of my day trying to contact one bill as BT are "very busy". In fact at one stage I had my business phone lines disconnected, and was then only put to incoming callls due to this issue which once resolved will show BT owe me a significant sum and not the other way round.
I believe there is a target time in place for complaints to be closed, if BT One Bill can't make the target they will do anything to close the case to achieve their targets. This is extremely poor complaint management and amounts to non existant customer service as it is me who is chasing BT to protect my service.
Has anyone else suffered the same issues?
