Constant problems, nobody at BT handles complaints properly

[lexman17]

it's occurred to me that everywhere I go recently people I know are reporting their terrible experiences with BT. Where are they going so wrong, so constantly? Why isn't anything ever done about the problems? Why are people constantly being told one thing by the person on the end of the line and then something completely different by the next person. Why are people constantly charged for services they haven't had? Why are people connected when a phone recording of their conversation will clearly show that they've asked not to be connected. I could go on and on. I run a small business. It is pretty much internet dependent. I have had no consistently good phone or internet service since December! There have been local problems and we have had engineers out on several occasions. When I ask about refunds or rebates to our phone plan and Business Broadband plan I'm told it will just be handled but then of course it never is. I found out my mother was being double billed for internet use and had been for about a year. Any due process for getting a refund promptly paid? Of course not! Any way of finding out if a refund is in the system without speaking to about ten different people? Of course not! I was eight months into my BT contract when my Broadband was cut off over the double billing issue. I specifically said in the phone conversation I had with the operator that if my mother was being billed for internet I wanted it cut off but I stressed to the operator that I did not want my BT Business Broadband cut off. Why was that operator so poorly trained that she couldn't explain that the problem was a billing one and that only one Broadband connection could come down our line. Why couldn't she see that my Business Broadband was the only thing that could be cut off? Which it then was leaving me with no, instead of merely sporadic, internet connection. Having been cut off I began to look at the alternatives. I was vehemently opposed to a two year contract, like lots of people I believe they restrict freedom of choice. I rang BT and was treated as a new customer and throughout the conversation I was given prices etc. I'd already rung Plusnet at this stage and they'd offered me a good deal with a one year contract. The BT operator only let slip that it was a two year contract at the end of our conversation at which time I told him I didn't want to go ahead, very clearly. He said he wouldn't connect me and it hadn't gone through. Clearly not true as I began receiving a succession of messages ending in one that said my BT Broadband connection was now live. When I complained BT tried to say that the operator was merely re-connecting me according to the terms of my original contract and had made me aware of that. A total lie! I don't believe for a minute my conversation with him or with the operator who assured me that my Business Broadband wouldn't be switched off, only whatever was causing my mother to be double billed. Which as it turned out was of course my Business Broadband and it was BT's fault that we were even being double billed in the first place. If these conversations were listened to it would be clear that all the fault lies with BT. When I complained I was even told (in desperation once I brought up my pending Plusnet agreement) that I could have a one year contract after all, despite the original operator telling me that this was not possible. Come on BT, sort this web of incompetency out! Have a close look at all your systems. Make things clearer, more concise. Achieve consistency, clarity, helpfulness. It's taken me about four hours of valuable work time just to investigate how to make a proper complaint in a way that means someone trained and able will actually look into my case and listen to those conversations, give me a decision. So, in summary, the following: BT trying to charge me £190 for disconnection to get out of my contract even though it was their error that led to the disconnection Me being without service since 22nd December, mostly due to local problems and works. No rebate offered to me for lack of Business Broadband and ability to make phone calls during this time My mother being double billed for over 12 months and not being immediately repaid this money The problems with Tesco highlight what can happen when suppliers consistently mistreat their customers. BT may be all powerful with a tight grip on all of our media but no company is immune to a damaging backlash when the people they serve are constantly provided with poor service. I can only hope my efforts mean that someone somewhere at BT is committed to helping people like me have a better experience of their company... Alex

[markp]

Hi lexman17,

I am sorry about all the problems you have had, I have sent  you a private message, if you can respond to this I can get it looked at for you.

Markp