Difficulty in finding BT staff dealing with domain billing

[AndyP333]

Hi Hoping that someone from BT who actually works in or understands BT Domains centre picks this up. I transferred the hosting of both my .com and .co.uk business domains from Iomart in 2013. At the time I got emails telling me that the expiry for the .com was 04 march 2015 and for the .co .uk it was 04 march 2014. On the 19th jan 2014 I saw a direct debit from my credit card to BT Domain names for £7.08 and on the same date this year 19 jan 2015 the same debit was for £21.58. Having spent over and hour on the phone today and been transferred to 4 different BT staff nobody has been able to tell me which domain the debits were for or supply a vat invoice for either for my company books. Can anyone from BT help please. It is a bit urgent now as I am worried that I will lose the ability to sort this out shortly as I am switching provider on 4th february and have received a bt letter advising that my 10 email licences and web space will end even though I never actually created a website I still use the .co.uk for my main company email address, will I lose it or does it remain on outlook express?Never posted before so don`t know the protocal or secrecy required hence I haven`t given specific company name but anyone from BT is free to call me my 2 web hosting order numbers from april 29th and may 1st 2013 respectively were 23355918 and 23346332, that should enable BT to get my details .  thanks Andy

[markp]

Hi AndyP333,

I have sent you a private message if  you can respond to this I can contact our domain name registrar to get a copy of the invoices for you.

Markp

[musicman]

Yes, there really seems to be a need for staff retraining as regards domains.

When my website went offline early last month I rang the BT web office and was told the domain name had expired. So it had, but what they didn't tell me was that it could be easily and cheaply renewed. Worse still, they told me that the domain name had been transferred to another owner and was no longer available. This was drivel. Even worse, when I pointed out that in that case I was now paying for a non-existent website, it was suggested I cancel the agreement. This was totally the wrong advice: I was able to renew the domain name on 15th Jan with a helpful and very competent lady at broadband support, after hours trying to get through to someone who could help, but  the website was deleted under the 30-day rule about the same time, as I had similar difficulties getting through to somebody who could  reverse the cancellation.

You really couldn't make it up: communicating with BT is very, very, difficult. My thoughts on the organisation are unprintable at the moment. I do not know if all calls are recorded; if they are, it will reinforce my formal complaint to BT about this monumental box-up. Does anyone know the postal address for complaints (about web matters)?

[PaulSherb]

Ive recently transfered four domains in to BT and recieved the transfer confirmation but no invoice.  The credit card has been charged and I see on the domain transfer site that the four domains have all been transfered in and orders are complete.  I need the invoices ASAP for our accounts dept.  Can you help please.

[ducatiman]

Had a similar experience with the domain name being allowed to lapse, in our case somebody else took the name and hasn't as yet used it but BT seemed totally indifferent to the situation, you couldn't run a business like it!!!

KEEP AWAY FROM BT DOMAIN HOSTING IF YOU WANT TO KEEP HOLD OF YOUR DOMAIN NAME!!!

[ducatiman]

Here is an example of the way BT do business!!!  My personal details removed where XXX is shown.

 Leszek : Hi, my name is Leszek . I am reviewing  your question.
 Paul: When can you reinstate my domain name?
 Leszek : Hello, Paul, how can I help?
 Paul: You allowed my domain name to lapse without informing me, we need you to reinstate it.
 Leszek : What is the domain name, please?
 Paul: xxxxxxxxxxx
 Paul: hello
 Leszek : I just need to check your address so that I know I’m looking at the right account. Can you tell me the company name, address, and postcode please?
 Paul: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 Paul: hello
 Leszek : Paul, that domain is no loner available. It's now owned by someone else I'm afraid.
 Paul: Not my fault, you will have to buy it back for me
 Paul: You were never requested to let it lapse
 Paul: If we have to use another name we will have to reprint all our stationary.
 Paul: hello
 Leszek : I'm afraid we cannot get it back for you. You would have been sent a reminder to the email address you used to register the domain, and we do not have a record of what that address was.
 Paul: No you didn't send us an email, that is why we didn't know it was due for payment
 Paul: We've used the same email address with BT for many years so find a better excuse!!!
 Leszek : I do not know what address the email was sent to, Paul, but warning emails are sent.
 Paul: No, in this case BT has already accepted that they had an internal screw up and emails were not sent out
 Paul: We need to resolve this today, no more crap cop out answers, if you can't sort it connect me to someone who can
 Paul: hello
 Leszek : We cannot sort this out for you, Paul, I am sorry.
 Paul: Can you see when the domain was lost?
 Paul: hello
 Paul: You are still billing me for web and domain hosting which for months now you haven't been able to provide!!
 Leszek : No, we have no information about the domain expiration in our records. ALl I can tell you is it was purchased on 19th of May, 2015
 Paul: So why are you still billing me?  I see that the domain is available to buy online so BT can buy it and reinstate to me
 Paul: If we cannot resolve this sensibly I will have no choice but to take the matter further.
 Leszek : It is available for purchase, but we cannot buy it for you. I can transfer you to the customer options team to see about the webhosting we have been billing you for.
 Paul: WHY CAN@T YOU BUY IT ON MY CONTRACT!!!
 Paul: You lost it, surely it is up to you to put it right??
 Paul: This conversation will be retained as evidence that BT are not prepared to correct their mistake.
 Paul: hello
 Leszek : Paul, I'm putting you through to the customer options team to see if there is anything they can do to arrange a  redit for the time the web hosting has been unavailable, and they may be able to offer a good will gesture so you can arrange to get the domain back.
 Paul: We need it back, it was your screw up that lost it in the first place!!!
 Leszek has disconnected.
 Susan : Hi, my name is Susan . I am reviewing  your question.
 Paul: Are you up to speed with what the problem is Susan??
 Susan : I am just reading the transcript, one moment please
 Paul: I have emails from BT confirming that they failed to advise us of the domain name renewal.
 Susan : Could you confirm your account number please?
 Paul: XXXXXXXXXXX
 Paul: hello
 Susan : One moment , i am asking  a colleague advice on this query
 Paul: Can we get on with this please!!
 Paul: hello
 Susan : can you confirm your contact email address?
 Paul: xxxxxxxx@btconnect.com  can't you see it on my account??  You seem able to send bills to it easily enough!!
 Paul: hello
 Paul: This isn't just going to go away if you don't sort it out.
 Susan : the registered email address for your account when it was set up was xxxxxxxxx@btconnect.com and this is where all emails confirmations will have been sent.
 Paul: Yes we monitor that account on a daily basis also so I'm afraid that cop out doesn't wash either.  BT screwed up, they've already admitted that, it is now time to put things right.
 Susan : I am unable to assist with this and a complaint will need to be raised via BT.com, Complaints link
 http://www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/CustomerComplaintsCode/index...
 Paul: YOU DIDN'T SEND ANY EMAIL REGARDING DOMAIN RENEWAL
 Paul: So you are resorting to that rather than dealing with the issue??
 Paul: All you need to do is buy the domain in my name and put it back online
 Susan : As i am unable to assist further i have provided you with the link above so this can be investigated.
 Susan has disconnected.

[GrantM]

Hi BT, I need to liaise with somebody in the BT Domains Team. Is it possible for somebody in the BT Domains Team team to message me, please? Thanks. Grant.

[Plumly]

Hi Grant

I find the best way to get in touch with the dns Team is to go to,

Www.dnsforms.co.uk and fill in the most relevent form,

thanks

Plumly